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Here you can find articles on - Employee Experience

24/02/2021
Does Your Business Need Continuous Improvement?

What is Continuous Improvement? The term Continuous Improvement is often considered as one of those things that businesses should do – much like being customer-centric. However, many businesses struggle to really make it part of their DNA and leverage the advantages that it can bring. Continuous Improvement is both a mindset and a methodology for […]

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25/02/2012
Uncommon Service - Putting Customers at the Core of Your Business

A Refreshing and Pragmatic Approach On How To Deliver Excellent Customer Service "Uncommon Service - How to Win by Putting Customers at the Core of Your Business" By Frances Frei & Anne Morriss Published 2012 By Harvard Business Review Press - Create an environment within your organisation where all employees focus on delivering excellent customer […]

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23/06/2011
Employee Engagement and Amazing Customer Experience

Employee Engagement and Amazing Customer Experience Earlier this month I posted an article about Employee Engagement Awareness on the Rise, and more recently I noted the release of a new book, Touchpoints - Improving Leadership and Employee Engagement by Douglas R. Conant (2011), CEO of Campbell Soup Company. Recently I read the book Employees First, […]

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05/06/2011
Touchpoints - improving leadership and employee engagement

Touchpoints - improving leadership and employee engagement When I first saw a reference to the new book, TouchPoints by Douglas R. Conant (2011), CEO of Campbell Soup Company, I immediately thought of "Moments of Truth" by Jan Carlzon (1987), CEO of Scandinavian Airlines. Touchpoints and Moments of Truth I had always thought of touchpoints as […]

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02/06/2011
Employee Engagement Awareness on the Rise

Is Employee Engagement Awareness on the Rise? A review of current business articles highlighted a number of tweets, posts, and media articles over recent days and weeks that focus on employee engagement. This comes on the back of the media hype over the increase in online consumer sales, with Australian retailers being told to lift […]

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