The Power of Employee Engagement

The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience. Other studies show that quality improves, customer loyalty goes up, and employee turnover goes down. Learn more about the power of employee …

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Harness the Potential of Customer Interactions to Deliver Value

The amount of intelligence gathered through customer service is significant, in any industry. There’s far more value to handling customer contacts than improving the satisfaction and loyalty of customers, as vitally important as that is. So, how do you build the potential of customer interactions to deliver value? Assemble a small cross-functional team to explore how well your organization uses …

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Employee Engagement Statistics

Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged, while 17.5% are actively disengaged. (Source: Gallup) Compared with disengaged employees, highly engaged employees are 4.7x more likely to do something good for the company even if it is not expected of them. (Source: Temkin …

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The Edge of Service® Newsletter, Issue 28: Motivation: Removing the Barriers

Dave Koz, the recognized jazz saxophonist and composer, has received nine GRAMMY nominations and has had nine No. 1 albums on Billboard’s Current Contemporary Jazz Albums chart. He’s played for several presidents, hosts two popular radio shows, and is a successful entrepreneur. Most impressive to me—even beyond his musical talent—is his ability to bring out the best in those he …

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