5 Steps to Improve Employee Engagement

5 Steps to Improve Employee Engagement

Great e-book from David Grossman of The Grossman Group, entitled, "Five Steps to Thrive." I had to opportunity to hear David speak a couple of years ago and read his book You Can't Not Communicate2 which aspires to make leaders better communicators -- especially within their own companies. Times are difficult for business communicators with economi...

Tom Smith

Tom Smith

Employee Engagement and Empowerment Starts at the Top

Interesting post by the Gallup Management Journal on the "Five Ways to Improve Employee Engagement Now." Only 13% of employees are engaged at work. If an employee is not engaged, they're not likely to provide an outstanding customer experience. If an employee doesn't provide an outstanding customer experience, you're not likely to have many sa...

Tom Smith

Tom Smith

It Takes One Employee to Provide an Outstanding Customer Experience

Do you realize the importance of your customer-facing employees to your business? Do your employees realize the positive impact they can make on a customer and on your brand? I've shared in the past how Customer-Facing Employees are Your Brand. I just had another experience where one employee, taking the time to do their job well, provided me with ...

Tom Smith

Tom Smith

Use Net Promoter Score Surveys to Determine Employee Engagement

As you are aware, I am a big proponent of using Net Promoter Score (NPS) surveys with customers to determine their level of satisfaction with the company, as well as their willingness to recommend the company to their friends family and colleagues. I also think it's a great way to start a dialog with a customer. Ever since introducing Net Promote...

Tom Smith

Tom Smith

8 Benefits of Customer Relationship Management Software

Great article in a recent edition of Customer Relationship Management magazine entitled, "Law Firms Make the Case for CRM." I have touted the benefits of a sound, current and accurate customer relationship management software for any business concerned about providing a consistently superior customer experience in past posts. In a survey conduct...

Tom Smith

Tom Smith

5 Reasons Customer Relationship Management SW Implementations Fail

Yesterday I shared the 8 Benefits of Customer Relationship Management software. Today I have the top five reasons CRM implementations fail: Lack of employee buy-in. Based on experience, if the CEO is not using, and not mandating the use of, the CRM then the employees will not use it. They'll keep doing what they've been doing because that's what...

Tom Smith

Tom Smith

Improve Communications to Improve Performance and Accelerate Sales

Companies with highly effective communications and change management are 3.5 times more likely to outperform their peers who do not communicate or manage change effectively, according to Towers Watson’s 2013-2014 Change and Communication ROI Study. The study surveyed 651 organizations from a broad range of industries and found the most successfu...

Tom Smith

Tom Smith

Engaged Employees Accelerate Sales

The following is from presentations by Dr. Gary Rhoads, the founder of Allegiance, as part of the VoC professional certification program. They stay longer than disengaged employees They reduce training costs They reduce recruitment costs by staying longer and recruiting people like them They promote the company, its products and services to thei...

Tom Smith

Tom Smith

Core Values: Do You "Walk the Talk" Like Zappos?

I had the pleasure of going on a tour of Zappos' headquarters a couple of weeks ago when I was in Las Vegas for a voice of the customer (VoC) conference. I read Tony Hsieh's, "Delivering Happiness," when it was first published and have followed the company ever since. Zappos' culture is formally defined in terms of 10 core values: Deliver "WOW"...

Tom Smith

Tom Smith

Talk with Your Employees to Engage and Empower Them

A warm working environment Ability to help others Developing friendships A boss that develops their potential Developing new skills and responsibilities Note, none of these are related to more money. They are related to making an emotional connection with the people that work for and work with. Having a conversation with you employees will ...

Tom Smith

Tom Smith