New Customer & Em...
Follow
Find
3.3K views | +0 today
 
Rescooped by Russ Merz, Ph.D. from Curation Revolution
onto New Customer & Employee Management
Scoop.it!

Content Marketing's Definitive Formula [graphic]

Content Marketing's Definitive Formula [graphic] | New Customer & Employee Management | Scoop.it
Content Marketing has been remarkably exposed over marketers’ activities the last couple of years. However, companies seem to struggle upon the development

Via Martin (Marty) Smith
Russ Merz, Ph.D.'s insight:

The tricky part is step #3--"Identifying Topic and Message". The rest is pretty standard tactical planning procedure.

more...
Martin (Marty) Smith's curator insight, March 22, 2013 10:05 PM

"Struggle upon the development" is a TRUE statement. Nice graphic here that describes what quickly becomes an intuitive process.

Esther L's comment, March 24, 2013 9:15 AM
Step #3 is the tricky one but also the most interesting to marketers. That's were the good marketers knowledge of the product, the customer, analysis and results interpretation comes into place.
Mike Ellsworth's curator insight, March 24, 2013 4:16 PM

I think the most important step in this formula is the one most often ignored: 

Step 2. Determine Objectives.


From around the web

New Customer & Employee Management
How social and digital technologies are changing the delivery of customer service and the management of employees.
Your new post is loading...
Your new post is loading...
Scooped by Russ Merz, Ph.D.
Scoop.it!

Improve Conversion Rates by Changing Your Shipping Options [Infographic]

Improve Conversion Rates by Changing Your Shipping Options [Infographic] | New Customer & Employee Management | Scoop.it

For ecommerce companies, shipping options have a big impact on conversion rates. In fact, 93% of online shoppers say that free shipping would encourage them to make more purchases online. And beyond conversion rates, shipping options can also be a lever to increase average purchase value and increase the lifetime value of your customers.

 

Dig into the infographic below from Convert.com to learn more about how changing your shipping options can improve your conversion rates.

Russ Merz, Ph.D.'s insight:

Do you know how shipping options affect conversion rates? Here are some useful stats that answer that question.

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

What You Can Learn About Customer Experience From Sharing Economy Companies

What You Can Learn About Customer Experience From Sharing Economy Companies | New Customer & Employee Management | Scoop.it

A couple weeks ago, San Francisco-based taxi company DeSotoannounced a rebranding effort to try to reclaim market share lost to ride-sharing service Uber.  The company adopted the name of a mobile app, Flywheel, and repainted its vehicles in the hopes of helping passengers realize they can use a mobile app to summon a taxi.

 

A fresh coat of paint and a new name is unlikely to make a dent in Uber’s share.  DeSoto fails to understand that Uber’s appeal is more than using a mobile app.  Just like other sharing economy brands, Uber has attracted legion of customers not because it is technologically innovative.  The sharing economy excels at customer experience — and that is what inspires customer love and loyalty.

  
Russ Merz, Ph.D.'s insight:

Is your total knowledge about the sharing economy based on Airbnb and Uber? It goes much deeper than that. Denise Lee Young describes 5 #CustomerExperience  principles you can learn from sharing economy companies [#collaborativeeconomy].

more...
No comment yet.
Rescooped by Russ Merz, Ph.D. from SEO Tips, Advice, Help
Scoop.it!

Social Media Customer Service 101 [INFOGRAPHIC]

Social Media Customer Service 101 [INFOGRAPHIC] | New Customer & Employee Management | Scoop.it

Did you know that studies have shown that 59 percent of questions and complaints made to brands on Twitter go unanswered?

 

When you learn that 72 percent of Twitter users expect a response, and 42 percent expect a response within the hour, that presents something of a disconnect.

 

Indeed, only 36 percent of customers report having their problems effectively solved via social media, with less than one in three firms utilising a dedicated customer service team to manage these channels.

Check the visual below for a wealth of insights into using social media for customer service, which comes courtesy of West Interactive.


Via Bonnie Burns
Russ Merz, Ph.D.'s insight:

How is your responsiveness to customers on social media impacting your business? Here are some #digital #customer service failures and fixes that might help. 

more...
James Schreier's curator insight, February 23, 7:59 AM

Very Interesting!

Scooped by Russ Merz, Ph.D.
Scoop.it!

The Essential Guide to Creating an SEO-Friendly Customer Journey

The Essential Guide to Creating an SEO-Friendly Customer Journey | New Customer & Employee Management | Scoop.it

Learn how to integrate a successful SEO strategy into your customer's buying journey.

 

Think about the last time you made a major purchase online. Was it a plane ticket? An espresso machine? A pair of sneakers?

 

Now, think about where in your buying process the company you bought from made themselves digitally present. If you bought a pair of sneakers, perhaps you found them by searching "best sneakers for marathons" or "sale on running shoes." If Google was the first place you went to find the product or service you wanted, then you're a very typical buyer in today's internet-driven world.

 

When a customer takes a certain route on his or her path to conversion then, logically, the company he or she is buying from needs to be digitally present along that path. If not, then the customer’s journey will veer off to a competitor. Or, worse, the customer won't be able to find his or her way, and will end up frustrated and bereft of the product or service. 

 

In order to accommodate the customer’s journey, the business needs to guide the way by being proactively present from an online search standpoint in order to guide the way. That's where your search engine optimization (SEO) strategy comes in -- getting found online can become an integral part of your customers' journey.

 

The question is: How do we take a theoretical framework of a customer journey and integrate it into the tactical strategy of SEO implementation?


Russ Merz, Ph.D.'s insight:

A very detailed discussion of how to weave a customer journey map into your search strategy. Very useful for future reference. 

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

New Research Finds U.S. Employees Are More Engaged When Employer Cares About Well-Being

New Research Finds U.S. Employees Are More Engaged When Employer Cares About Well-Being | New Customer & Employee Management | Scoop.it

BELLEVUE, WA--(Marketwired - January 21, 2015) - Employee engagement is higher when workforces are satisfied with the health and well-being benefits their employer provides, according to new research from Quantum Workplace, a leading workplace survey and employee feedback technology company and Limeade, a technology company that helps companies build high-performing workforces. The study also highlights a wide-ranging discrepancy between the benefits that employees want and the benefits they actually receive. 

"Understanding what motivates your people is the key to improving workforce excellence. This study exposes the need for employers to reevaluate and clearly communicate how and why they offer the benefits they do," said Henry Albrecht, Limeade CEO. "Many of the benefits employees are craving, like flexibility and stress management breaks, can make a tremendous impact with little investment."

The report, "Workplace Well-Being: Provide Meaningful Benefits to Energize Employee Health, Engagement, and Performance" analyzes nearly 2,000 survey responses from participants in Quantum Workplace's nationally-recognized Best Places to Work program. Past research has shown that the category of benefits presents an opportunity for employers.

 
Russ Merz, Ph.D.'s insight:

An insightful research report that reveals the importance of stress management in driving employee engagement. 

more...
No comment yet.
Rescooped by Russ Merz, Ph.D. from Integrated Brand Communications
Scoop.it!

10 Essential Pillars Of Employee Engagement (Infographic)

10 Essential Pillars Of Employee Engagement (Infographic) | New Customer & Employee Management | Scoop.it

For an employee to be engaged, there needs to be a few core things that are taken care of.

Employees need to feel like they’re respected, that they’re part of the team, and that their ideas matter. Once that’s taken care of, they’ll be more likely to go above and beyond for their company and provide amazing service, come up with innovative ideas, and help the company grow.

There are 10 essential things that companies need to keep in mind when trying to engage employees. Here they are:

 

Russ Merz, Ph.D.'s insight:

A nice summary of the key workplace factors that relate to employee engagement. It is important to keep in mind that not all are equally important to all employees. So measuring and weighting their relative importance for particular groups is necessary. 

more...
Revezdailleurs's curator insight, January 21, 9:31 AM

Une très jolie infographie et de belles idées

Daniel Tremblay's curator insight, January 25, 4:36 PM

J'aime bien les résumés produit par Infographic...  Simples et visuels...

yveline jacob's curator insight, January 27, 4:19 AM

en france c'est sans aucun doute similaire

Scooped by Russ Merz, Ph.D.
Scoop.it!

Finding the ROI in Retail In-Store Analytics | Street Fight

Finding the ROI in Retail In-Store Analytics | Street Fight | New Customer & Employee Management | Scoop.it

In-store passive data measurement has the power to connect the dots between the consumers, channels, and the various lines of business within a retail organization — and it significantly contributes to a successful and optimized omni-channel strategy.

 

Physical stores are key touch points where consumers can experience a retail brand, and they play a big part in driving long-term loyalty. That’s why recently a number of the largest, most successful, pure-play commerce retailers (including Zappos, Warby Parker and Birchbox) have opened brick-and-mortar locations. And figuring out what is actually happens at these physical stores — how consumers interact with the merchandise, and how they navigate a store — can help a company understand how to better design their products as well as their displays to maximize revenues.

 

Interior analytics is still an emerging discipline, and defining the hard ROI of specific solutions can be tough. But, without a doubt, gaining visibility into what is happening with shoppers across the in-store environment is valuable to overall success. How they interact with a store impacts their engagement with the brand — delivering soft ROI that significantly contributes to the ultimate goal of driving loyalty and conversion.

 

Here are a few ways that retailers can use interior analytics data to understand their customers and better facilitate the shopping experience:

Russ Merz, Ph.D.'s insight:

A concise article that lays out 6 ways to use in-store #analytics to drive #ROI by improving #customerexperience.

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

New Entelo Study Shows When Employees are Likely to Leave Their Jobs

New Entelo Study Shows When Employees are Likely to Leave Their Jobs | New Customer & Employee Management | Scoop.it

Do you know when employees are leaving their jobs? A recent Entelo study reports employees are most likely to quit at these three key times.

 

Over the last few years we’ve had the privilege of talking to thousands of recruiters about how they do their jobs. 

 

For the increasing number of them who are trying to source hard-to-fill roles (e.g., engineering, design, data science, highly skilled sales and marketing, etc.), a key question to answer is “When are people most likely to leave their current employer?”


After all, if you know that people were statistically much more likely to leave at a certain point, you could optimize your outreach accordingly.

Russ Merz, Ph.D.'s insight:

Some good #stats on the times in an employee's tenure when they are most likely to leave their jobs.

more...
No comment yet.
Rescooped by Russ Merz, Ph.D. from Social Media, SEO, Mobile, Digital Marketing
Scoop.it!

How Marketing and Customer Service Approach Customer Engagement [Infographic]

How Marketing and Customer Service Approach Customer Engagement [Infographic] | New Customer & Employee Management | Scoop.it

Marketing may be in charge of social media for a company, but customer service teams are the kings of customer engagement, according to the following Sentiment infographic.

So, how do marketing teams and customer service teams approach customer engagement? 

 

Here's a look at the different goals, tools, and skills that marketing and customer service teams employ to support customers.

The customer service team does so by using tools such as social media monitoring, engagement dashboards, CRM integration, personalized routing, supervisor visibility, and access to back-end systems.

 

Marketing also uses social media monitoring and engagement dashboards, but it usually also focuses on content curation, content creation, and analytics.

 


Via Kamal Bennani
Russ Merz, Ph.D.'s insight:

A useful summary of the different #customer #engagement perspectives taken by marketing compared to customer service teams.

more...
@Fantasy_5's curator insight, December 12, 2014 5:01 PM

#KeianiEnterprises #ContentMarketing

Kimberly Kachadoorian's curator insight, January 3, 9:00 AM

Great customer service is the key to good business

Scooped by Russ Merz, Ph.D.
Scoop.it!

Listen to the Voice of the Customer or stop doing business

Listen to the Voice of the Customer or stop doing business | New Customer & Employee Management | Scoop.it
The voice of the customer most of the time simply seems not taken into account at all. Why it should be and how you have to start doing it.
Russ Merz, Ph.D.'s insight:

A helpful article that provides three steps for starting a "voice of the customer' (#VOC) program.

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

One Engagement Strategy Does Not Fit All - HBR

One Engagement Strategy Does Not Fit All - HBR | New Customer & Employee Management | Scoop.it

Employees are not clones.

 

You’ve probably heard these stories before: A coaching program that worked for one employee failed with another who’s up against the same hurdles. A reward system that increased performance on one team actually led to disgruntled workers in another group. Talent management programs that were a raging success in one instance were replicated in another and failed.

 

By using the same reward systems, the same engagement tactics, the same coaching programs, you’re managing your employees as if they are all the same exact person. They’re not. So stop treating them like clones.

 

Managing people as if they are all identical doesn’t work because your people are actually strikingly different from one another. To illustrate this fact, my company RoundPegg recently conducted research that analyzed the personal values held in 763 million one-to-one relationships (e.g., you to your colleague, you to your boss etc.) and found that only 3 people shared the same exact set of 18 personal values.

 

Russ Merz, Ph.D.'s insight:

Beware of falling prey to the "False-Consensus Bias" when developing and executing #EmployeeEngagement strategies. Tailoring incentives that work requires a detailed understanding of the values and motives that are shared within workgroups. Relying upon company level surveys to provide strategy guidance will often miss the granularity needed for effective implementation of interventions.

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

Customer 360: Understanding Your Customers in the Digital Era | CustomerThink

Customer 360: Understanding Your Customers in the Digital Era | CustomerThink | New Customer & Employee Management | Scoop.it

When most people think of advertising and marketing, an image of the “Mad Men” era agency comes to mind. But with surprising speed, the rise of digital–and the accompanying explosion of customer data–has revolutionized marketing.

 

Using technology and data, marketers today can better understand their customers, deliver personalized one-to-one experiences, and drive significant bottom-line results. To achieve these goals, they now spend over $20 billion annually on marketing technology, a market that has grown by over 67 percent in just two years. In addition, spending on big data hardware, software and infrastructure is forecast to grow to a total market size of $114 billion by 2018.

 

As the strategic importance of data has increased, new approaches to customer analytics have emerged as well. As customer interactions with companies grow and diversify, the need to integrate data faster and deliver real-time insights is critical. This post will explore the underlying trends driving companies to become more data-driven and invest in customer analytics. And, it will outline three types of approaches to capturing, managing, analyzing, and activating customer knowledge and insights.

Russ Merz, Ph.D.'s insight:

This is a "must read" article that clearly identified the top trends occurring in the #digitalmarketing space. It then goes into some detail about the data-based solutions companies can use to better manage #customerexperiences. (#CX #CXM)

more...
Darcy Bevelacqua's curator insight, December 15, 2014 6:05 PM

As multi-channel customer engagement becomes the norm the importance of data integration and real time insight becomes more important. 

Scooped by Russ Merz, Ph.D.
Scoop.it!

Cautionary Tales from 5 Customer Care Personas : Aspect Blogs

Cautionary Tales from 5 Customer Care Personas : Aspect Blogs | New Customer & Employee Management | Scoop.it

How do you approach customer service? As an opportunity to delight and reward your customers or as more of a business necessity just to make sure your customers hang around, happy or not? Are you big on personal touch, but short on technology? Or do you have tons of technology but no solid or sensible measurements in place? Do you know where you’re succeeding and where you’re falling short? Perhaps the cautionary tales from the company personas of customer care can give you some insight.

 

Aspect recently commissioned a study of customer service decision makers identifying five groups or Personas that represent distinct approaches to, and execution of, customer care. These Personas range from “The Traditionalist” who is all about the relationship but not the technology to “The Selfie” who innovates primarily to serve its own corporate agenda and “The Stickler” who’s focused solely on following its well-defined protocol.

 

Now don’t skip to the end. The study didn’t find a single Persona that is absolutely perfect in its approach to customer service – everyone segment has room for improvement. So whether your business is just a startup or you’re in the middle of a full customer engagement evaluation, these Company Personas, and their approached to customer service, can help you avoid the common mistakes that those who have gone before have made. Have you heard of the show, ‘What Not to Wear?” Think of this as “How Not to Customer Care” – tips on what not to do when planning and executing on a successful customer service strategy.

Russ Merz, Ph.D.'s insight:

Recent research by Aspect and GfK identifies 5 types  of organizational "personas" in the delivery of #customerservice. They offer a self typing test on their website so you can see how their classification algorithm would classify your organization. [see http://www.aspect.com/customer-service-personas ]

 

Which type is your organization?

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

Generating Leads on Social Media by Listening | SEJ

Generating Leads on Social Media by Listening | SEJ | New Customer & Employee Management | Scoop.it

If you want to grow your business, you’ve got to be willing to lend an ear to your social media audience.

 

One of the most effective ways of doing this is through social listening: paying attention to the conversations people are having on social media about your brand, competitors, industry terms, and pain points.

Whether they’re talking to you or about you, monitoring your prospects’ conversations on social media has endless advantages. It can help you manage your online reputation, build a community, and complement your customer support efforts.

 

But what many people don’t realize is when implemented effectively, social listening can help you generate leads – and more revenue.

 

Russ Merz, Ph.D.'s insight:

Are you using #sociallistening to generate leads for your business? Here are some tips and tools that you can use.

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

The Right HR Datafication Solution | SmartData Collective

The Right HR Datafication Solution | SmartData Collective | New Customer & Employee Management | Scoop.it
With the “datafication of HR” as one of the industry’s hottest topics, business leaders are increasingly expecting that HR leverage the massive amounts of workforce data generated by their multiple systems. Through the analysis of this data, HR can maximize business outcomes by enabling better decisions about talent.
Russ Merz, Ph.D.'s insight:

Do you know the 5 critical questions you should ask an employee metrics vendor? Here are some good candidates.

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

How Marketers Feel About Workplace Changes [Infographic]

How Marketers Feel About Workplace Changes [Infographic] | New Customer & Employee Management | Scoop.it

Some 55% of creative advertising and marketing professionals say changes in their organizations are not considered carefully and are not well planned, according to a recent report from The Creative Group.

Moreover, 53% say their employers do not do a good job of involving employees in implementing changes, and 49% say they do not receive adequate training/information to keep up with industry developments.

The survey of 750 US creative professionals at advertising agencies and brands found the introduction of new internal processes/procedures is the change that workers have the hardest time adapting to (51% rated it as challenging/very challenging).

That was followed by staff changes (48%) and new business directions (37%).

For more insights from the report, check out the infographic:

Russ Merz, Ph.D.'s insight:

Recent workplace research documents how marketers and advertising personnel react to organizational changes.

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

Ideal Employee Retention Strategy Still Elusive In Companies

Ideal Employee Retention Strategy Still Elusive In Companies | New Customer & Employee Management | Scoop.it

An ideal employee retention strategy is still elusive in companies as the percentage of employees who stay when the lock-in agreements expire were below expectations, according to a study conducted by Towers Watson, a global professional services company.

Concerns about changing organizational culture affects employee retention

Based on the Towers Watson Global M&A Retention Study, 68% of the respondents stated that they retained more than 80% of employees who signed a retention agreement during the entire period.

Russ Merz, Ph.D.'s insight:

Here are six ways leading companies build employee retention according to HR consultancy Towers Watson.

more...
No comment yet.
Rescooped by Russ Merz, Ph.D. from Integrated Brand Communications
Scoop.it!

How To Send Your Best Employees To Your Competitors

How To Send Your Best Employees To Your Competitors | New Customer & Employee Management | Scoop.it

The mantra right now in HR circles is Employee Engagement. It’s engagement this, engagement that all day long. Everybody struggles with the topic of engagement. We send out surveys to measure it. We don’t even know what we’re measuring.

We ask questions like “How likely are you to look for a new job this year?” We ask that question like we think that people know the answer to any reliable degree, in the absence of an actual invitation to apply for an actual job.

We delude ourselves that we can measure a person’s likelihood of leaving us in the abstract, when they don’t have a job offer on the table.

Russ Merz, Ph.D.'s insight:

Some great observations about why organizations need to listen to employees so they can overcome barriers to the creation of a better workplace. 

more...
Russ Merz, Ph.D.'s curator insight, January 20, 12:27 PM

Some great observations about why organizations need to listen to employees so they can overcome barriers to the creation of a better workplace. 

Scooped by Russ Merz, Ph.D.
Scoop.it!

Top 3 Tech Trends Marketers Should Watch in 2015 – Think with Google

Top 3 Tech Trends Marketers Should Watch in 2015 – Think with Google | New Customer & Employee Management | Scoop.it
What trends will shape the industry in 2015? What technologies will people embrace? We looked at Google search data and dug through industry research to see what's trending, from connected "life platforms" to the "Internet of Me."
Russ Merz, Ph.D.'s insight:

Google's take on the top #tech #trends for 2015. Useful #stats about the connectedness of digital life, the speed of change and movement to mobility.

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

Engaging the Digital Consumer in the New Connected World - Infographic - Accenture

Engaging the Digital Consumer in the New Connected World - Infographic - Accenture | New Customer & Employee Management | Scoop.it
The 2015 Accenture Digital Consumer Survey for communications, media and technology companies reveals some important findings about an industry in transition, highlighting the importance of usability, brand trust, digital security in the new connected world.
Russ Merz, Ph.D.'s insight:

The results of a recent survey by Accenture highlight the pain points between device manufacturers and the delivery of #customerexperience. The development of #wearable technology seems to be particularly affected. For example 83% of consumers report difficulties with smart devices. Clearly some teething problems merging the #internetofthings (#IOT) with customer expectations.

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

Minacs Blogs - The Age of the Ubiquitous Customer: Can You Afford Not to Provide Omni-Channel Support?

Minacs Blogs - The Age of the Ubiquitous Customer: Can You Afford Not to Provide Omni-Channel Support? | New Customer & Employee Management | Scoop.it

CUSTOMER ACCESS TO YOU IS ALREADY OMNI-CHANNEL Consumers today prefer using self-service and online platforms rather than depend on only the phone to register, communicate, and resolve their needs. On their part, sellers increasingly recognize that their traditional focus on products must give way to keeping customers at the center of their go-to-market strategies. 


To design and deliver a unified customer experience, operations, sales, and marketing departments must get together to standardize their customer engagement and resolution processes across all touch points. Comprehensive customer management across all channels (voice, chat, email, mobile, Web, social, and traditional mail) means that companies should be breaking down their communication and process silos. 

Russ Merz, Ph.D.'s insight:

A thought provoking discussion about the need to integrate silos for the provision of seamless customer experiences.

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

8 Ways To Make Your Customers Look Awesome On Social Media

8 Ways To Make Your Customers Look Awesome On Social Media | New Customer & Employee Management | Scoop.it

How do you feel about your customers? Go ahead and be honest. Are they a “necessary evil” or you “like them as long as they don’t complain” or maybe you truly believe “they’re the reason I love what I do”? Whatever you really think, there’s no denying that your customers hold the keys to making your company more successful.

Why is that?

First of all, your customers already understand your brand’s value proposition, making them a natural fit for cross-selling and upselling of additional products and services. And they’re the ones you turn to for logos and case studies that lure top prospects into the sales pipeline. Customers are also the best folks to recommend your company since people trust friends and colleagues more than they trust brands.

So how do you create a customer experience that makes customers want to buy more AND help get the word out about your brand? Yes, a great product and top-notch customer care are hugely important. But maybe you should be spending even more time telling customers how awesome your company is…

Russ Merz, Ph.D.'s insight:

Great community management tips.

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

How to Keep Your Team Motivated - HBR

How to Keep Your Team Motivated - HBR | New Customer & Employee Management | Scoop.it

A reading list on employee engagement.

 

As a manager, motivating employees is one of the most important things you do for your company. After all, engagement is linked to firm profitability, customer satisfaction, and employee retention. Yet garnering loyalty and commitment from employees can be a challenge.

 

Recently, HBR ran a series on engaging employees, asking different experts to weigh in on specific angles. These articles provide a good refresher on how to keep your team focused and motivated.

 

Where to start? First, you need to know what you’re working with. Develop a baseline understanding of how engaged your team members are. Many companies do that with an annual engagement survey asking employees to report their own satisfaction levels. But, the results don’t give you objective data on how engaged people actually are. Instead, you can usepeople analytics to understand what drives your employees, perhaps even better than employees understand themselves.

Russ Merz, Ph.D.'s insight:

Worried about how to build employee engagement? This article points you to some ways you can build and execute effective employee engagement strategies.

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

A Primer on Measuring Employee Engagement - HBR

A Primer on Measuring Employee Engagement - HBR | New Customer & Employee Management | Scoop.it

Much has been studied about the impact of employee engagement on company performance, and there is general agreement that increased engagement drives results: Gallup, for example, suggests a 20% or better boost to productivity and profitability for companies with high engagement. Such companies, however, may be few and far between: Gallup also reports that only 30% of American workers, and 13% of global workers, are engaged in their jobs.

 

Taken together, it’s easy to see why so many companies are talking about it and making it a priority. But when you look at how engagement gets measured, that’s where things start to break down a bit.

 

The typical approach is an annual engagement survey where employees are effectively asked, through various types of questions, to rate their own level of engagement. Assuming honest survey responses, this approach provides good input into the employee attitude side of the equation (for example, how engaged they perceive themselves to be), but, unfortunately it doesn’t do a good job of gathering objective data on just how engaged employees actually are (for example, discretionary effort). While knowing what employees think certainly has value, this data suffers from the same challenges of any other survey-based effort: it becomes dated quickly, there’s availability bias from respondents thinking of only recent events, and potentially gamed results — people telling you what they think you want to hear rather than what they really think.

Russ Merz, Ph.D.'s insight:

Relying on surveys to measure #employee #engagement is not sufficient. Better understanding comes from the use of objective metrics of particular types of engagement. It is better and more rigorous to capture actual vs. self perceived levels of engagement.  

more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

How was work today? New study reveals workforce trends today and the future - Tech Page One

How was work today? New study reveals workforce trends today and the future - Tech Page One | New Customer & Employee Management | Scoop.it

The way work is getting done is changing forever – but it’s not all changing the same as every industry and role has different technology and environment needs.  Job responsibilities are being met at home, at client locations, even in public spaces like coffee shops and public transportation – and even within the employer’s walls, the environment looks a lot different. Whether it’s having access to an entire set of company data and documents on a mobile device via the cloud or using a virtual desktop to actually bring the office desk experience with you—technology is constantly pushing the way we work to be more efficient and productive – for the employer it means better outputs, closer to the customer and pointing to a better bottom line and for the employee it means better work/life balance and satisfaction. Dell and Intel have commissioned TNS Global to undertake a global project to identify and explore key future trends and themes pertaining to the workplace and workforce, and in particular, the role that technology has played in their evolution. By uncovering these trends, Dell and Intel aim to provide a better understanding of how organizations and IT can support new work environments today and in years to come. The first study results were shared in 2011 and we’ve recently launched our 2014 report. A robust global study of nearly 5,000 workers in 12 countries and 9 industries, with inputs from 20+ industry experts broken into two parts.

Russ Merz, Ph.D.'s insight:

This study is a good example of how different the workplace is now compared to the past. Organizations that adjust to the new realities of multi-locational, productivity focused, technology enhanced workplaces are likely to be more successful.

more...
Lismark Office Chairs's curator insight, December 18, 2014 9:37 AM

97% of employees spend some time in the office even in these days of remote working - and other office trends