0

Engaging Your Employees = Working on Your Company’s Engine

I recently toured  a client’s impressive heavy equipment sales, parts and service facility and I had a realization during the tour, "Your employees are the engine of your company."

Read More
0

Growth: What Is Your Strategy?

Almost every day we read about another merger or acquisition.  For example, Bunzl, a London-based logistics and distribution company, made 22 acquisitions just last year, and AB InBev is moving closer to joining with SAB Miller.  Yet, a recent Gallup organization study caused me to consider the limits of a growth strategy designed by acquisitions versus one based on organic expansion.

Read More
0

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?

Read More
0

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.

Read More
0

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?

Read More
0

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?

Read More
0

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?”

Read More
4

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.

Read More
0

Great Customer Service: What Makes It and What Inhibits It

We have written in some earlier blogs about what we are learning about the importance of the individual when delivering great customer service (thedanielgroup.com/blog/).  Our research shows that customers who call out an employee or group of people for doing a “Good Job” during a service experience rate their experiences much more positively than those who do not.   

Read More
0

How Training Impacts Customer and Employee Engagement

Front-line personnel are the face and customer touch point for many companies.  The interaction between the frontline employees and the customers can significantly impact the business relationship.  We have all heard the saying, “first impressions are lasting impressions” and, unfortunately, all future interactions are judged by that first impression. 

Read More

SHARE

     

Join our Newsletter

RECENT