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Employee Engagement on The Construction Site

Managers may intuitively know having engaged employees is critical to business success, but recent research also supports this assumption. A Gallup study conducted in 2013 found that:

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Unsung Heroes of the Customer Experience: Your Back Office

Believe it or not, your non-customer facing employees, from Sales, Support to Finance, to Legal, are the foundation on which great customer experiences are built. Yet, too often, organizations don’t realize this, or they forget the importance of the support team until it’s too late and your customers begin leaving for your competitors.

If you work in a sales function, take a moment to read the story below and consider the importance of your support team. If you’re in support, take a moment to pat yourself on the back!

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Observations on a Tightening Labor Market

An article in the Wall Street Journal this week caught my attention (“Top Fund Managers Want Better HR.”)  The story discusses how large funds are beginning to engage boards and senior managers about what they are doing to effectively manage their human resources, an interesting change.  When did you last see a line item for employee development/training in an annual report?

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Revisiting the Importance of Employee Engagement

I have written several blogs on employee engagement and its strong linkage to the customer experience.  Over the weekend, I was catching up on some reading and I ran across an article that was conducted by the Harvard Business Review Analytics Service.  The study was conducted in 2013 and covered a variety of industries and countries.  I want to share some of the key findings as I found them both interesting and helpful.

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Customer Service: Enough Already!

A few days ago I searched on the words “customer service” in Google and had 956,000,000 hits.  I did the same search on “employee engagement” and got 21,000,000 hits.  This result is not too surprising as managers tend to focus on improving customer service without truly addressing the service delivery process more holistically.  For me, this means not only a focus on the customer but a focus on the employees and the culture in which they deliver a company’s service each and every day.  Why?

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True Grit: What Does It Take to be Successful

This topic may seem a little unusual for me to be blogging about.  Perhaps it is but we are increasingly looking at the connection between how engaged employees are and how this impacts the quality of service an organization delivers and, ultimately, its financial success.  I personally think that those people who feel successful at what they do are far more likely to be engaged with their life’s work.  But just what contributes to one being successful?

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Part 3. Engaging Your Employees = Working on Your Company’s Engine

This week, I’ll cover the last in a series of three posts related to the connection between customer satisfaction and employee engagement. As we discussed in Part 2, a growing body of research suggests that engaged employees can boost customer satisfaction and contribute to better business performance. The next obvious question, then, and the subject of this week’s entry, is: “So, how do I get employees more engaged?”

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Part 2: Stronger than Advil®: The Effect of Employee Engagement on Customer Satisfaction

Last week, I began a three-part blog series about the connection between customer satisfaction and employee engagement by comparing two memorable travel experiences.  As you may recall, one of my experiences was excellent and began with a smile from the company representative and the other left much room for improvement and began with a sigh.

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Part I: A Smile or a Sigh? Employee Engagement from a Customer’s Perspective

My name is Doug Fowler and I am the new Chief Operating Officer at The Daniel Group.  I am honored to join a company with such an uncommonly high level of commitment to serving both its clients and employees.  I hope that my passion for serving customers and teammates and my experience in a variety of management roles in B2B services will help me make a positive contribution to The Daniel Group’s continued growth and success.

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The Importance of Training in Customer Service

I recently read an article about a Schlotzky’s Deli owner who closed his business temporarily for an “attitude adjustment” because him employees were not performing up to snuff when it came to customer service.

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