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Employee Engagement Archives - Into The Blue Consulting

Employee Engagement

Employee Engagement – why is it important?

Simply put employee engagement can make or break a Customer Experience (CX) programme and is therefore vital in delivering a successful CX programme. Customer service expert and author, Shep Hyken, explains ‘The internal Customer Experience determines the external Customer Experience’. He is backed up by the 2016 Employee Engagement Benchmark Study that shows there is a correlation between employee engagement and success in customer experience. Companies that excelled at customer experience had one-and-a-half times as many engaged employees as customer [...]

Retaining your High Performers

One of the key lessons we have learned about what stops organisations delivering great Customer Experience is not having enough of the right people. All too easily top performers leave because of a lack of awareness around of what they need to remain engaged and motivated. The following are, in our view, the main 10 reasons your high performers will leave your organisation: Lack of empowerment and freedom No one wants to be micro-managed, especially highly-skilled talent. Show that you have confidence [...]