News

In previous articles, we have looked at why you need to and how to build an engaged and committed workforce. One of the key aspects of the engaged workforce is the opportunity to give voice to their opinions. This can be done informally in team meetings and huddles or, more formally, through a ‘Voic...

Read More...

Employee engagement is a crucial ingredient of great customer service and business success. In our last blog we considered three of the six actions highlighted by the Institute of Customer Service as essential to effective employee engagement: bringing vision and values to life in a way that can be...

Read More...

Employee engagement is an essential ingredient of great customer service and business success. However, 'engagement' does not mean a trendy office with a ping-pong table, a meditation pod and free fruit on the reception desk. These may be symptoms of a company that engages its employees but they are...

Read More...

Over the course of the next couple of weeks, we’ll be posting a series of blogs that look at the crucial role that employees play in delivering great customer experience.

Until recently corporate strategy was based on the principle that, of the three primary stakeholders in a business, the shareho...

Read More...

Until recently corporate strategy was dominated by the belief that shareholders should take precedence over customers, and employees (if they were considered at all) came last in the pecking order. There were some notable dissenters to this rule, not least Herb Kelleher the former CEO of SouthWest A...

Read More...