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
I've been in Miami all week for the Net Promoter Conference. If you're not familiar with the concept, net promoter is a way of thinking about, measuring and improving customer loyalty. Net promoters are those who'll rate their likelihood to recommend you to others a "9" or "10" on a 0-10 point scale. These are … Continue reading Getting Psyched for the Big Game in Miami
This week in New York City, the National Retail Federation held their annual conference, the retail industries' "Big Show". Kronos always has a large presence at the conference because we have such a significant share of the world's retailers as customers. As I wrote in Good Jobs Strategy=Happier Employees=Better Customer Service, many successful retailers are not … Continue reading NRF Loves Customer Experience
In a recent New York Times Magazine article entitled Thinking Outside the (Big) Box, Adam Davidson (of NPR’s “Planet Money) talks about a great customer service experience he had at Ikea recently when he went shopping for a closet system. He found the staff to be both available and helpful. He was surprised given that he'd … Continue reading Good Jobs Strategy = Happier Employees = Better Customer Service
Our Holiday 2013: Top Trends to Watch survey findings add to the growing industry evidence that shoppers will make purchasing decisions leveraging multiple channels this season. In fact, 66 percent of Americans said that they will order online and ship to home or offices – and 25 percent noted that they will order online and … Continue reading How do retailers make you stop shopping?
This has been a busy week for those of us at Kronos as we hosted our 16th annual KronosWorks conference in Orlando. As always, it's a great opportunity for Kronos customers to jam in a lot of learning in a few days and expand their networks with new friends. I'm pictured here with a couple … Continue reading How Much Social Media is Too Much in the Workplace?
I'm not at HR Tech this year, but am following the proceedings on Twitter (#hrtechconf). As always, there's lots of chatter about what's the next big thing in human capital management technology. Cloud, Big Data, Mobile, and Social capabilities abound among the industry darlings. Everybody loves a winner and it's fun to work for those … Continue reading When Your Former Employer is a "Has Been" It Kind of Hurts Your Feelings
This item just arrived in my email, and made my day. Brooksby Village is an Erickson Living community in Peabody, Massachusetts. My dad lives there on their dementia unit as he has Alzheimers Disease. I've been extremely impressed with the employees at Brooksby for years. I think the video below says it all about … Continue reading Brooksby Village, Employee Engagement and National Dance Day