Tag Archives | employee satisfaction

One Word Can Speak Volumes About Your Company Culture

By Bob Hayes on June 1, 2015 in Customer Experience Management, Employee Satisfaction, Employee Surveys, Sentiment Analysis

Employee surveys are used to help manage the employee relationship. The questions in the employee survey are used to elicit employee responses that will be used to better understand how to improve that relationship. I crafted a new employee survey question that combines the best of both structured and unstructured measurement approaches. This approach provides both qualitative […]

Improving Employee Empowerment Begins with Measurement

By Bob Hayes on May 20, 2014 in Customer Experience Management

I read an article last week on employee empowerment by Annette Franz. She reflected on the merits of employee empowerment and also provided excellent examples of how employers can improve the customer experience by empowering their employees; she sites examples from the likes of Ritz-Carlton, Hyatt and Diamond Resorts, to name a few. Before employers […]

Using Driver Analysis to Improve Employee Loyalty

By Bob Hayes on April 9, 2012 in Customer Experience Management, Employee Loyalty, Employee Satisfaction, Employee Surveys

Researchers have shown a consistent relationship between employee attitudes and customer attitudes. Specifically, they have found that satisfied/loyal employees, compared to dissatisfied/disloyal employees, have more satisfied customers. Examining different bank branches, Schnieder & Bowen (1985) found that branches with satisfied employees have customers who are more satisfied with service and are less likely to churn […]

Getting the Most Value from your Employee Survey

By Bob Hayes on April 2, 2012 in Customer Experience Management, Employee Loyalty, Employee Satisfaction, Employee Surveys

Companies need to ensure they are providing their employees with the tools, information and support they need to be successful at their jobs. One way companies gauge how well they meet their employees’ needs is through an annual employee survey. Employee surveys can provide companies useful insight about what makes their employees want to work […]

Top of Page

Navigation

Tag Archives | employee satisfaction

One Word Can Speak Volumes About Your Company Culture

Improving Employee Empowerment Begins with Measurement

Using Driver Analysis to Improve Employee Loyalty

Getting the Most Value from your Employee Survey

TCE: Total Customer Experience

Beyond the Ultimate Question

Measuring Customer Satisfaction