Human Resources Director
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Rescooped by Debra Walker from New Customer - Passenger Experience!

Is customer experience management futile without an employee engagement strategy?

Is customer experience management futile without an employee engagement strategy? | Human Resources Director |
Evidence demonstrates why employee engagement must be at the heart of any CX transformation.

Via Eric_Determined / Eric Silverstein
Eric_Determined / Eric Silverstein's curator insight, June 10, 2015 1:32 AM

Happy employees = Happy customers = Happy shareholders


Eric Feinberg, senior director for product strategy at ForeSee, “Employers used to be in charge. And then 10 years ago, with the advent of the internet, customers seized the power, realising that together you can effect change in a massive way. And I think presently we’re seeing that employees are getting the power. They are willing to band together and ask for change because they are expecting more of their employers.”


Bruce Temkin - In 2015, successful #customer #experience efforts will realise that the key ingredient to success is their employees."


Colin Shaw, founder of customer experience consultancy Beyond Philosophy, explains: “If you’re trying to create an experience you need to be aligning your #employees to it well. You need to find out what drives value for your employees just like you need to find out what drives value for your customers. You need to design your experience for your customers and what a surprise you need to design your employee experience as well.


What would you like to see implemented at your company to drive employee #engagement ?

Rescooped by Debra Walker from Business Brainpower with the Human Touch!

The Most Popular Employee Perks Of 2014

The Most Popular Employee Perks Of 2014 | Human Resources Director |

During a trip to California last fall, I stopped in to visit a friend of mine who works at Dropbox.  He zipped over to the reception area to fetch me on a Razor scooter, provided to employees to make getting around the office faster (and cooler), took me past the morning yoga class currently in session, the fresh squeezed juice station and granola wall, and the made-to-order stir fry bar, to the plush music room, equipped with instruments and big soft couches arranged in a lounge/bar atmosphere.  At the time, I was struggling to raise another round for my start-up, and was packing my own lunch for the plane to save money. It was as if I had walked into a physical representation of the opportunity costs of running my own company — and it was painful.


Via The Learning Factor
Debra Walker's insight:

I am so glad to see that this author correctly identifies these as perks or additions to compensation plans.  As more employees are seeking other things than the traditional cash compensation, this does provide a competitive advantage as a distinguisher between organizations for individuals considering which organizations to work for.  However, what has to go hand in hand with these amendments to traditional compensation plans is a culture that supports and lives the philosophies that underline it.  As the author notes, not all firms can afford this and it is the kind of work and professional development environment that exists beyond these components that will guide the "happiness" and continued engagement of an employee.

The Learning Factor's curator insight, February 20, 2014 11:22 PM

In addition to all of the traditional perks like 401K matching funds and free medical and dental benefits, employers are becoming more innovative and employees love it!

JASON CAVNESS's curator insight, March 24, 2014 7:47 AM

When you are offered employment, it is important that you negotiate for any additional perks.  As they say, you never receive what you don't ask for.

XSU's curator insight, October 6, 2014 5:15 PM

Want to get some insight into generational differences?  Spot on article for new ideas to reward great performance.