workplace culture

Align Customer and Employee Journeys and Loyalty Will Follow

PHOTO: Ben Pattinson Change doesn't happen overnight, nor does it occur simply because a company established some new policies and procedures. Rather, change occurs when teams see where they are heading, and when managers help them map out their path. As part of that journey, team members need a process for measuring their progress. Teams must also identify, from both a customer...

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How Good Employee Practices Feed Into Great Customer Experiences

PHOTO: Ryoji Iwata The service-profit chain is a widely adopted business theory that states that companies should take care of their employees first, because doing so will result in employees delivering a better customer experience, creating loyal customers who generate greater profits. The theory was originally put forth in a Harvard Business Review article in 1994, but converting the service-profit chain...

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Why Self-Actualized Companies Achieve Higher Employee Satisfaction

PHOTO: rawpixel In my ideal company, all employees are ethical hedonists. Hang on. I’m not advocating a Monday-through-Friday workplace bacchanal.  Under the classic definition of hedonism, satisfaction and happiness result from maximizing pleasure, minimizing pain, being collaboratively productive and deeply connecting with a purpose and with your community (in a business-appropriate fashion, of course), with the end result of shaping better people...

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3 Simple Ways to Improve Workplace Engagement

PHOTO: Simon Maage Stop me if this sounds familiar: cost overruns and missed deadlines have left you feeling overwhelmed. It seems like everyone has let you down: executives won’t commit to the necessary resources, your peers withhold information and delay releases which impact everyone in the business and your team feels demoralized by their lack of success. We’ve all experienced these challenges at...

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