We’ve all heard the case for employee engagement—higher engagement levels lead to greater employee output, increased productivity and favorable business outcomes. So why do so many leaders treat engagement like just another task on their to-do list?
The short answer: … Read more
Too many organizational leaders are scared of employee empowerment, often coming from cultures of command and control; fearing what can happen if they give up that control.
However, the greatest customer experience companies empower their teams to solve issues in … Read more
On its face, this is a ridiculously high standard, but in practice it’s the most rewarding and resilient way to build a business. Working with and for customers that love your company — rather than hate it or couldn’t care … Read more
A Too-Familiar Story
Let’s say you’re trying to buy a jacket online. There’s a problem with your purchase, so you call customer service, and they put you on hold. (Waiting…) Finally you reach a robot voice informing you that the … Read more
(Editor’s Note: Are you interested in reviewing all of this week’s events and resources? Read “Communities of Practice and Purpose: #TChat Recap.”)
If you know me, then you know that I’m passionate about communities — digital and otherwise.… Read more