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, Customers Second by Vineet Nayar, published in 2010 which identifies the importance of employee engagement and the “value zone” – those in your organisation who add value to your customers and understand the importance of the customer experience delivery. And I have just finished Shep Hyken’s latest book, The Amazement Revolution, in which he provides a number of practical customer service strategies for building both customer and employee loyalty, backed by dozens of case studies.

Discussions continue to increase around the importance of employee engagement – having engaged employees, who are advocates of the products and services that your business provides.

In the past few months I have also been working with Clienteer Consulting, an independent consulting group, actively helping businesses to become more customer centric by identifying and meeting customer needs through employee engagement and strategic goal alignment.

Employee Engagement Growth

The benefits to be gained by customer centric organisations continue to be widely recognised. The capacity to deliver amazing customer experiences and achieve successful customer outcomes, can only be realised through employees who are truly engaged with the business, its products and services.

Employee Engagement Questions For Your Business

What strategies has your organisation adopted to improve customer experience?

Were they effective?

Did the customer experience strategies include employee engagement?

Please leave your comments below –

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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 being synonymous with moments of truth. Carlzon defined moments of truth as points of contact with customers. It now appears time to refine my understanding to differentiate between customer touchpoints and leadership touchpoints.

Carlzon wrote of leadership strategies in the customer-driven economy; flattening the pyramid and empowering the employees, and for leaders to ensure that the overall vision of the company is achieved.

Campbell writes of leadership strategies in the “interruption age”; improving employee engagement through leadership interactions. He notes that rather than managers perceiving daily interruptions as annoying, they should instead be managed as opportunities for improvement.

Informal interruptions should be seen as the most powerful and long-lasting opportunity for skilled leaders to promote the organisation’s values, purpose and agenda.

Read more about Doug Conant’s book, “TouchPoints – Creating Powerful Leadership Connections in the Smallest of Moments” here – https://conantleadership.com/books/touchpoints/

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