customer experience articles » Employee Motivation http://www.customerpassion.com/articles Hand picked articles related to Improving Customer Experience Fri, 25 Apr 2008 17:43:50 +0000 http://wordpress.org/?v=2.6.3 en The 2006 Fast Company Customers First Awards http://www.customerpassion.com/articles/the-2006-fast-company-customers-first-awards/100.htm http://www.customerpassion.com/articles/the-2006-fast-company-customers-first-awards/100.htm#comments Fri, 20 Oct 2006 00:55:48 +0000 Customer Passion LLC http://www.fastcompany.com/customer/ The winners of Fast Company’s 2006 Customers First Awards transform ordinary transactions into entertaining experiences — delighting customers and showing everyone else the way. Filed under Improving Customer Experience and Motivation & Job Satisfaction. ]]> The winners of Fast Company’s 2006 Customers First Awards transform ordinary transactions into entertaining experiences — delighting customers and showing everyone else the way. Filed under Improving Customer Experience and Motivation & Job Satisfaction.

]]> http://www.customerpassion.com/articles/the-2006-fast-company-customers-first-awards/100.htm/feed The Art of Motivation http://www.customerpassion.com/articles/the-art-of-motivation/97.htm http://www.customerpassion.com/articles/the-art-of-motivation/97.htm#comments Sat, 22 Apr 2006 17:30:31 +0000 Customer Passion LLC http://tinyurl.com/s5n46 What you can learn from a company that treats workers like owners. Inside the surprising performance culture of steelmaker Nucor. Legendary leader F. Kenneth Iverson’s radical insight: that employees, even hourly clock-punchers, will make an extraordinary effort if you reward them richly, treat them with respect, and give them real power.

Filed under Motivation and Job Satisfaction.

]]> http://www.customerpassion.com/articles/the-art-of-motivation/97.htm/feed Employees have ideas, too - here's a way to 'harvest' them http://www.customerpassion.com/articles/employees-have-ideas-too-heres-a-way-to-harvest-them/93.htm http://www.customerpassion.com/articles/employees-have-ideas-too-heres-a-way-to-harvest-them/93.htm#comments Tue, 28 Mar 2006 17:20:28 +0000 Customer Passion LLC http://tinyurl.com/mdrwm The co-founders of Rite-Solutions focus on an internal market where any employee can propose that the company acquire a new technology, enter a new business or make an efficiency improvement. These proposals become stocks, complete with ticker symbols, discussion lists and e-mail alerts. Employees buy or sell the stocks, and prices change to reflect the sentiments of the company’s engineers, computer scientists and project managers — as well as its marketers, accountants and even the receptionist.

Filed under Employee Retention Strategy and Motivation & Job Satisfaction.

]]> http://www.customerpassion.com/articles/employees-have-ideas-too-heres-a-way-to-harvest-them/93.htm/feed The Fabric of Creativity http://www.customerpassion.com/articles/the-fabric-of-creativity/92.htm http://www.customerpassion.com/articles/the-fabric-of-creativity/92.htm#comments Mon, 27 Mar 2006 20:53:39 +0000 Customer Passion LLC http://www.fastcompany.com/partners/intel/articles/20051101/bsys_gore.html At W.L. Gore, innovation is more than skin deep: The culture is as imaginative as the products and is what really distinguishes Gore. “Communication really happens in the car pool.” At a hierarchical company, the car pool is the only place where people talk to one another freely without regard for the chain of command. When there’s a crisis, a company creates a task force and throws out the rules. That’s when organizations take risks and make big breakthroughs. Why should you have to wait for a crisis?

Filed under Motivation & Job Satisfaction and Employee Retention Strategy.

]]> http://www.customerpassion.com/articles/the-fabric-of-creativity/92.htm/feed 10 Ways to Love (and Respect) Your Customers http://www.customerpassion.com/articles/10-ways-to-love-and-respect-your-customers/85.htm http://www.customerpassion.com/articles/10-ways-to-love-and-respect-your-customers/85.htm#comments Wed, 15 Feb 2006 14:33:06 +0000 Customer Passion LLC http://www.marketingprofs.com/6/bliss1.asp?kbid=1039 The customer experience doesn’t happen neatly down each individual silo. The customer experiences a company horizontally - across the silos. This creates the breeding ground for the lack of respect customers feel and the discontent they have with us. The typical silo structure bumps the customer disjointedly along to deliver the outcome of its experience. It’s only when the silos clang and clash into one another that the total experience comes together.

Filed under Improving Customer Experience, Improving Customer Satisfaction, Customer Retention Techniques, Customer Service Training Program, and Motivation & Job Satisfaction.

]]> http://www.customerpassion.com/articles/10-ways-to-love-and-respect-your-customers/85.htm/feed The Three Ds of Customer Experience http://www.customerpassion.com/articles/the-three-ds-of-customer-experience/69.htm http://www.customerpassion.com/articles/the-three-ds-of-customer-experience/69.htm#comments Fri, 11 Nov 2005 18:54:26 +0000 Customer Passion LLC http://www.customerpassion.com/articles/the-three-ds-of-customer-experience/ Eighty percent of companies believe they deliver a superior customer experience, but only 8 percent of their customers agree, says Bain & Company. Here’s how to repair the disconnect. Design the right offers and experiences, deliver these propositions by focusing the entire company, and develop the capabilities to please customers again and again. From Harvard Management Update. Filed under Improving Customer Experience, Word of Mouth Marketing, Customer Feedback System, and Motivation & Job Satisfaction.

]]> http://www.customerpassion.com/articles/the-three-ds-of-customer-experience/69.htm/feed The Art of Work http://www.customerpassion.com/articles/the-art-of-work/61.htm http://www.customerpassion.com/articles/the-art-of-work/61.htm#comments Sun, 16 Oct 2005 19:00:00 +0000 Customer Passion LLC http://www.fastcompany.com/magazine/97/art-of-work.html What would happen if the best moments of your life happened at the office? That would be flow, and thanks to a guy with an unpronounceable name, more and more businesses want to know about it.

]]> http://www.customerpassion.com/articles/the-art-of-work/61.htm/feed HR's Challenge: Creating a Winning Customer Experience (20p presentation) http://www.customerpassion.com/articles/hrs-challenge-creating-a-winning-customer-experience-20p-presentation/51.htm http://www.customerpassion.com/articles/hrs-challenge-creating-a-winning-customer-experience-20p-presentation/51.htm#comments Thu, 06 Oct 2005 23:00:00 +0000 Customer Passion LLC http://www.hrinz.org.nz/archive/conference04/presentations/Marsha_Sussman.pdf HR can - and should - help align employees to deliver the desired customer experience - and ultimately, better business outcomes. Delivering a Branded Customer Experience.

]]> http://www.customerpassion.com/articles/hrs-challenge-creating-a-winning-customer-experience-20p-presentation/51.htm/feed The Case for Design http://www.customerpassion.com/articles/the-case-for-design/49.htm http://www.customerpassion.com/articles/the-case-for-design/49.htm#comments Sun, 02 Oct 2005 13:00:00 +0000 Customer Passion LLC http://www.fastcompany.com/magazine/95/wikn.html Steelcase Inc. chief James P. Hackett on design as a competitive advantage, the collaborative shift, and coveting the life of a hotel-desk clerk.

]]> http://www.customerpassion.com/articles/the-case-for-design/49.htm/feed Customers Last http://www.customerpassion.com/articles/customers-last/47.htm http://www.customerpassion.com/articles/customers-last/47.htm#comments Fri, 30 Sep 2005 12:14:50 +0000 Customer Passion LLC http://www.fastcompany.com/magazine/99/open_customer-last.html After weeks of researching great customer-experience companies, we couldn’t help but wonder about the rotten ones, too. Admittedly, our efforts were hardly scientific: We simply asked readers who took our customer-experience survey to name names. The top three offenders? Wal-Mart, Cingular, and Sprint PCS, in that order.

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