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The Impact of Employee Engagement on Customer Satisfaction
I recently had the opportunity of listening in on an excellent HBR Ideacast: The High Cost of Rudeness at Work. Naturally, a company cannot expect to achieve employee engagement if its most-senior...
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How Meaning Influenced the Carnival Triumph Crew’s Customer Service
Imagine you were a crew member assigned to Carnival’s Triumph during its recent disaster. As you may recall, last month the Carnival cruise ship Triumph was scheduled for a four-day cruise to Cozumel,...
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Money: Happiness, Satisfaction, and Engagement are Completely Different Things
Can Employee Engagement be bought? An interesting question, and one that is sure to generate multiple opinions. We repeatedly hear that money can’t buy happiness. In his recent article Does Money...
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In the Spotlight: Employee Engagement and Customer Experience
Recently, J.D. Power and Associates recognized various companies for ranking highest in customer satisfaction in their respective industries. For two years running, one young and growing company has...
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