Staff Employee Retention

Think that poor employee retention is only causing you internal hassles like re-recruitment costs and staff disruption? Think again. Research by Harvard Business School has demonstrated a clear link between staff retention and profit. Called the “Service-Profit” chain, the link was discovered a few decades ago and is even more relevant today.

In this section, we provide insight into the links between staff retention, customer service, customer satisfaction and profit. We show you how to use regular staff feedback to improve you staff retention and ultimately turbo-boost both your employees’ and your customers’ experiences.

Employee survey question ideas
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Employee survey question ideas

What it takes to get employees to answer your surveys Understanding the customer is central to maximizing sales revenue, keeping your offering relevant and generally optimizing success. So is understanding your own team. But while surveys…
Hivelocity case study
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How Hivelocity delivers ultimate customer centricity

When data center provider Hivelocity started out in a Tampa basement in 2002, most competitors in the server hosting industry were leading their go-to-market message with speeds and feeds rather than customer service. Today, with 70,000 square…
ITSM customer service
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ITSM customer service: 4 key steps

The 4 steps to using ITSM to transform customer service According to the 2017 CIO WaterCooler ITSM survey, organizations mainly use IT service management processes and tools to improve the quality of their IT-related services. In 35% of cases,…
5-helpdesk-best-practice
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The 5 best practices of a high performing helpdesk

The 5 best practices of a high-performing helpdesk There seem to be two schools of thought around helpdesks. You either look at them as a cost centre or a profit centre. A necessary evil, or a gold-plated opportunity. Whichever it is, and…
online surveys soccer
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A look at how online surveys have made the headlines this week

Putting the boot into online surveys The humble online survey came under intense scrutiny from an unexpected source earlier this month when a top English Premier League team asked fans to rate the performance of its manager. Everton Football…
How to measure transactional NPS
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How to measure Transactional NPS

Pick a customer and imagine it’s the only one you have. Your first or your best – it doesn’t matter. With only one customer, you can afford the time to invest in understanding their motivations and be responsive to changing needs. But…
employee survey questions
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Employee survey questions - ideas

Employee survey questions - ideas Employees are busy, time-poor and more demanding than ever. What kind of questions should you be asking in your employee survey to keep on top of how they feel? Many businesses are now employing a large number…
2018 circle Logo
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2018 online survey trends

Here we present our online survey trends for 2018. 2017 was a rollercoaster year, bringing with it an avalanche of new trends and changes. We believe many of them foreshadow what's to come this year. Online chatter is noisier than ever,…
vanarama customer service case study
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How Vanarama responds to customer feedback in real time

Vanarama is the UK’s largest van leasing broker, with nearly 250 staff selling 1,200+ vehicles per month. It is one of the Sunday Times Best Small Companies to Work For and is a National Business Award winner for Best Small to Medium-Sized…
Finding My Virginity review
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Finding My Virginity: Book Review

Few businesspeople live long enough, or have enough success after their first autobiography, to write a second. As with many things in his life, Richard Branson is the exception to the rule. Branson's original autobiography Losing My Virginity was…
Building customer trust
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How to build customer trust

Making a purchase has always involved some level of customer trust. You trust that the product or service will be as advertised. You trust that the seller will deliver it on time. The seller trusts that you will pay them for their product…
Sales acceleration formula book review
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The Sales Acceleration Formula: Book Review

There are a handful of books, articles and videos that have really helped me on my journey to grow and run the best possible business. Kevin Hale's Stanford lecture, Gail Goodman's keynote and David Skok's blog all leap to mind. I'm now…