Employee/Customer Engagement

Carbon Trust launches new tool to boost employee engagement

  The Carbon Trust is launching an online service designed to boost employee engagement with the green agenda, arguing that embracing environmental best practices could potentially save large UK businesses and public sector bodies £500m a year through energy and waste reductions alone The Carbon Trusts's  the so-called "Empower" tool can can be downloaded by […]

Telecoms giant links employee engagement to customer engagement

  High levels of employee engagement are integral to inspiring customers, delegates at the CIPD's annual conference heard from telecoms company O2 Creating  'fandom' meant customers were not merely satisfied but had an 'emotional connection' to the brand, would recommend it to others and display robust loyalty, said Nicky Brimmer, senior HR business partner at […]

Winning employee engagement strategy has huge impact on the bottom line

  Having a winning employee engagement programme helps substantially in recruiting the right type of people for Marks & Spencer and has huge implications on the bottom line, according to the retailer's HR director Speaking at London HR Connection event in the City, Tanith Dodge told the audience that engaging with staff is one of […]

CEOs failing to get behind engagement strategies

 An exclusive survey of HR directors and senior managers by HR magazine, conducted in association with career management expert Fairplace, finds that the progression of employee engagement in the UK appears to have hit a brick wall, in the form of board-level reluctance to commit. The survey reveals that, although the British HR community overwhelmingly […]

Hard hit retailing sector makes customer experience the top priority

An annual study by the National Retail Federation surveyed 247 retail executives in various sectors. Nearly 67 percent of the companies surveyed list customer satisfaction as the top initiative in 2012. Nearly 82 percent said that customer service strategies will be a top priority, up from 75 percent in 2011. In addition, 59 percent of […]

Customer experience metrics are failing

Although large companies are increasingly using customer experience (CX) metrics to help manage and improve their customer experience management programmes, the overall effectiveness of these measurement strategies is worryingly low, according to an annual study by Temkin Group. The latest report, entitled 'The State of CX Metrics 2012', revealed that companies with stronger CX metrics […]