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Entries Tagged ‘Employee Satisfaction’

Building a Knowledge Management Business Case

During the first two webinars in our Knowledge Is Power series, we learned how Knowledge Management, when done well, can provide tremendous benefits to your customers, employees and organization. We all probably know that KM drives business outcomes, but how does it generate value? How can you build a credible business case?  How can you […]

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Desktop Process Analytics: The Overlooked Overachiever

I originally wanted to title this blog “Answering the Musical Question: How Do You Know What You Don’t Know If You Don’t Know That You Don’t Know It?” Then I realized that the title had so many characters that it would pretty much exclude me from Tweeting about it, so I decided to back off […]

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Uncover. Analyze. Improve. Automate.

We want our operations to run more smoothly, efficiently and productively. We need insights into how and where we can make changes to help achieve better results. We strive to allocate resources and effort for improved outcomes. How can you tackle these business challenges? I recommend the following strategy: Uncover. Analyze. Improve. Automate. Uncover – […]

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Knowledge Management: How Getting Your Employees to Become in the Know Helps Your Business

Improving customer experiences is a top-ranking priority for almost all businesses. However, many organizations haven’t found ways to accomplish this goal. In fact, a common misconception is that simply adopting new technology or processes is enough to ensure customer satisfaction and loyalty. This couldn’t be further from the truth. Customer experiences are shaped by what […]

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Measuring Loyalty: The Insider’s Guide to Customer Experience

When people think about measuring customer satisfaction, they naturally assume a corollary is customer loyalty. Unfortunately, customer satisfaction can only be a reliable predictor of customer behavior, and by extension loyalty, when evaluated within the context of the customer journey. At what point is the customer satisfied—at the purchase, when help is needed, or when […]

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Drive Employee Engagement by Fostering Trust in the Workplace

Trust is an under-rated value in many organizations, but research shows it has significant impact on business performance. And, according to the 2015 Employee Engagement Benchmark Study by Temkin Group, companies with highly engaged employees have stronger financial results and above-average customer experience than other companies in their industry. So how do you foster trust […]

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Using Closed-Loop CX Processes to Change Organizational Culture

Popularized ROI examples from Customer Experience (CX) programs tout improvements made at the department level, typically representing quick wins with significant ROI for minimal investment. Changing the design of the bill or invoice to reduce customer confusion Changing legacy “business as usual” internal rules or processes that are no longer necessary Changing the “optics” of […]

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Traditional Performance Management Is SO Yesterday

The traditional performance management approach might be an annual HR evaluation, or monthly or weekly scorecards that report a standard (and somewhat predictable?) set of metrics. I love and respect tradition. When it comes to special family customs, favorite recipes and holiday activities, maintaining tradition is important. However, there are times when newer is not […]

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Outside-In Thinking Must Produce Inside-Out Actions

Spring is a big season for customer service and customer experience conferences. I get the chance to attend several of them. They are typically very lively affairs with great keynote speakers and glowing field reports from leading practitioners. At a recent customer experience conference, I heard a lot of talk about understanding the customers’ experiences. […]

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The Marriage of Knowledge Management and Quality Management

Thinking back on my time in Operations, like so many other people I spent a significant amount of time trying to understand the root cause of the quality management (QM) opportunities in my organization. What could it be? Should we improve our classroom training, should we do more on-the-job training, or were we hiring the […]

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