customer experience articles » Employee Retention

Employees have ideas, too - here's a way to 'harvest' them

Customer Passion LLC — Tue, 28 Mar 2006 17:20:28 +0000

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 [...]

The Fabric of Creativity

Customer Passion LLC — Mon, 27 Mar 2006 20:53:39 +0000

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.

How to Retain Customers

Customer Passion LLC — Tue, 18 Oct 2005 12:00:00 +0000

Frederick Reichheld, in The Loyalty Effect, pointed out that many, if not most, customers are loyal not to the brand or the firm, but to the people who serve them at the firm. When you lose employees, you often lose customers as well. Any marketing program aimed at customer retention must begin with looking at employee satisfaction and retention

HR's Challenge: Creating a Winning Customer Experience (20p presentation)

Customer Passion LLC — Thu, 06 Oct 2005 23:00:00 +0000

HR can - and should - help align employees to deliver the desired customer experience - and ultimately, better business outcomes. Delivering a Branded Customer Experience.

Employee Innovator: USAA

Customer Passion LLC — Wed, 28 Sep 2005 12:04:30 +0000

Happy employees mean happy customers - a lesson learned from USAA’s generous perks and receptive atmosphere. USAA’s 13,000 customer service agents give new meaning to the phrase “frontline employees.” “[We have] a dedication to keeping the decision making at the lowest level of the company,” says David Travers of USAA’s approach to answering customer calls.Employees aren’t scripted, and the calls aren’t timed.

Employee Innovator Runner-up: Whole Foods Market

Customer Passion LLC — Tue, 27 Sep 2005 17:02:13 +0000

Whole Foods nurtures democracy, putting their health plan to a company-wide vote. The outcome: satisfied workers and ultimately happy customers. On Whole Foods’ heavy roster of employee-friendly policies–for instance, no executive at Whole Foods makes more than 14 times the average hourly employee’s pay–nothing stands out as much as the company’s employee-designed benefits plan. “Happy team members make happy customers,” says Walter Robb, Whole Foods’ copresident.

Not the Retiring Sort

Customer Passion LLC — Thu, 08 Sep 2005 15:00:00 +0000

Dwayne Clark, who cofounded AegisLiving in 1997, was dissatisfied with an assisted-living industry that gave more care to real estate than to people. Now Redmond, Washington-based Aegis is applying service lessons from Starbucks and other consumer giants to its growing 36-location chain.

TIME: Reworking Work

Customer Passion LLC — Wed, 07 Sep 2005 19:00:00 +0000

What happens when employees punch their own clock? They're happier - and more productive. An inside look at Best Buy's bold experiment.