Staff Employee Engagement

Employee engagement is one of the top items on board agendas right now. Talent is rare, key skills are scarce and competition for people who can walk the talk is fierce. Organizations want to ensure they have their staff fully engaged in their vision, mission and goals.

But how does a business go about ensuring this engagement is there? Measuring it is a great place to start – and ensuring it’s being measured ongoing is important too. In this section, we’ve got articles that will show you how to do just that. There’s also a goldmine of information on ways you can engage with your teams to help them perform their best and stay with your organization for the long run.

customer thermometer employee engagement team
, , ,

How to Assess Employee Engagement Using Simple Surveys

It's natural to focus on how our customers regard us and our business, but how much attention are we paying to how our employees feel? Employee engagement can be easily overlooked with the numerous priorities facing us, but we really should…
Quirkology book review header
, , , , , , ,

Quirkology: Book Review

So, this month we've taken a wander through Richard Wiseman's book Quirkology: The Curious Science of Everyday Lives. Richard Wiseman is a truly interesting scientist and psychologist. He explains complex points on human interaction in an…
Rebel Ideas Matthew Syed Review
, , , , , , ,

Rebel Ideas: Book Review

I loved Matthew Syed's book Black Box Thinking, (which we reviewed here) so I was excited to get stuck into his new offering, Rebel Ideas: The Power of Diverse Thinking. Syed was recently appointed to a very diverse board of thinkers advising…
, , , , , , , , , , , , , ,

Emoji Use in Business: a Research Report

Emoji, emoticons, icons and star and smiley ratings are all around us but how much do we really know about attitudes to their use in business? We wanted to find out! So we commissioned independent research; asking 1000 US citizens how and when…
25 exit interview questions template
, , ,

25 Exit Survey Questions and Template

Retaining staff can be enormously challenging, especially in highly dynamic, fast-paced industries. Ongoing, continuous and routine employee surveys help by providing a valuable communications pipeline, enabling personnel to express their concerns…
, , , , , , , , , , , , ,

Customer Experience Strategies to Boost Loyalty

The average cost for a business to acquire a customer is roughly 5-25 times the cost for retaining a customer, so it's safe to say that it's worth investing in customer loyalty. But how *do* you maintain loyalty in your customer base? You…
3 takeaways from Forrester’s Customer Experience CX NYC event
, , , , , , , , , , , , , ,

3 takeaways from Forrester's CX NYC event

Customer Thermometer sponsored Forrester's excellent CX NYC 2019 event a few weeks ago. We were lucky enough to attend many of the sessions, and have pulled together what Forrester highlighted as the biggest Customer Experience transformation…
How to Retain Key Accounts by Ensuring Client Satisfaction
, , , , , , , , , , ,

How to Retain Key Accounts by Ensuring Client Satisfaction

It is well known that it can cost up to five times more to gain a new customer than it does to retain an existing one. These days, smart, forward-thinking enterprises are paying far more attention to customer retention than ever before. They’re…
The Power of Moments Book Review
, , , , , , , , , , , ,

The Power of Moments: Book Review

This month, I've been reading Chip and Dan Heath's really excellent book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact. This is a thought-provoking book, packed with case studies and stories but also fielding a…
phs Compliance csat case study
, , , , , , , , , , ,

Putting customers at the heart of phs Compliance's service

Since its formation in 1991, phs Compliance has enjoyed substantial growth. It is now a major provider of property and facilities management services, employing over 500 people and delivering over 14 million compliance inspections across 35,000…
Customer Experience 3.0: Book Review
, , , , , , , , , , , ,

Customer Experience 3.0: Book Review

Ahead of our visit to Forrester’s annual CXNYC event in June, I spent a long-haul flight taking notes from John A. Goodman’s Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service. Drawing on over 40 years of experience…
How MasteryPrep raised the bar in feedback excellence
, , , , , , , , , , ,

How MasteryPrep is raising the bar in feedback excellence

College prep is a serious business, especially in the US. However, only one in four students score college-ready on the ACT (The ACT is a standardized test used for college admissions in the United States) For low-income and minority students,…