I experienced the worst and best customer service experiences of my life from competing companies on the same day a few years ago. My widowed father's Alzheimer's disease had progressed to the point where he could no longer remain in an independent living apartment in his over-60 community. We made the decision to move him … Continue reading Winning with Your Employees – It's All About Bob(bie)
Today's post is courtesy of my Kronos colleague, Leo Daley. This post was orginally published on Working Smarter Cafe. The experience your employees have when they come to work each day has a huge impact on the experience your customers will have. What investments are you making in your employees to make them social fans? I’ve … Continue reading How Are Your Employees Rating You?
Last week, I had the pleasure of addressing a crowd of my fellow customer experience professionals at the annual Satmetrix user conference. At Kronos, we invest a lot of effort into listening to our customers, following up with them when they let us know they need something more from us, and incorporating their feedback into … Continue reading Happy Marriage of Employee Engagement & Customer Experience
Last week I attended the excellent CXPA Insight Exchange conference in San Diego. CXPA is the Customer Experience Professionals Association. At Kronos, I'm responsible for our voice of the customer program, and always welcome the opportunity to network and learn from peers in this profession. I walked away from this conference with a few good … Continue reading Customer Service Above and Beyond – in the Cloud
The latest videos in our One in 1 Hundred Million series celebrate a couple of customer service stars. Nicco is the night manager at a hotel, while Catie is a server in a Japanese restaurant. It's interesting to watch these two videos together. Both of these folks are in service jobs that can be grueling. … Continue reading Customer Service – One Star at a Time
Happy (Almost) New Year everybody. And welcome to the last podcast of 2014. Coming soon - a new year, new resolutions, and hopefully some new inspiration to drive us all to do some great stuff at work. In this podcast, I'm chatting with William Tincup, Principal Analyst at Key Interval. William started Key Interval this … Continue reading How Can HR & Marketing Build Your Brand Together?
Recently I had the pleasure of talking to Zeynep Ton, adjunct associate professor at MIT Sloan School of Management, about her book "The Good Jobs Strategy". I've written about this excellent book here before. Zeynep's core message is that excellent financial returns don't have to come at the expense of employees. In fact, her research indicates … Continue reading Talking About the Good Jobs Strategy with Zeynep Ton
In addition to my Workforce Institute responsibilities, I also manage the voice of the customer program at Kronos. The image to the right expresses our core service message. We do a great job with customer service at Kronos, and have the awards to prove it. We keep it that way by by actively and … Continue reading Top Ten Rules for Keeping Customers Happy in the Cloud
Recently, I spoke with Joel Chevalier, Director of Employee Experience at Whistler Blackcomb, the top rated ski resort in North America. As a premium hospitality venue, Whistler Blackcomb relies on their employees to deliver superb customer service at every possible touchpoint. Many customers view Whistler as a trip of a lifetime. Their reviews on sites … Continue reading Podcast: How Whistler Blackcomb Delivers a Memorable Mountain Adventure – One Employee at a Time
An agreement was reached last night for Arthur T. Demoulas (ArtieT) to buy Market Basket from his cousin's family and take control of the company again as CEO. Those of you following this story know that this has been a twenty year battle that in recent weeks has taken this company to its knees. This … Continue reading Market Basket Saga – New Beginning
Today's guest post is contributed by our board member, Sharlyn Lauby. Sharlyn is the president of the ITM Group, a training company focused on developing programs to retain and engage talent in the workplace. She also writes the very popular HR Bartender blog. If you haven’t been paying attention to the drama going on at Market Basket, … Continue reading Market Basket According to the HR Bartender: What Does Employee Engagement Look Like? This.
Today's guest post is by our board member, Mark Wales. Mark is an expert in workforce management for the retail industry. Here he shares his perspective on how retailers and services providers are looking to their workforce as a strategic asset and not just an expense to be minimized. Recently at an International Workforce Management … Continue reading Seismic Shift – Waking Up to the Strategic Value of Workforce Management