CUSTOMER COMPLAINS – STAFF CALLS OUT THE “FIRING SQUAD”

Again, Starbucks corporate office rightfully apologized for an unfortunate, poorly handled, incident at one of their stores. Given the company’s history of addressing similar matters, they took further action to ensure no further such occurrences. There appears to be no transparency, however, with respect to what that action entailed. But that is a matter for another blog post. Let’s hit the rewind button here.

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EMPLOYEE EXPERIENCE OR EMPLOYEE ENGAGEMENT?

Several of my clients have wondered whether employee engagement is better than employee experience methods. Some expressed the view that “employee experience” is just another name for “employee engagement.” They wanted to know what is the difference and if there is a difference, which should be their focus. Employee experience is much more than traditional employee engagement. Employee experience cuts to the core of why employee engagement has been difficult to define and, often, inappropriately measured.

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Emotional Intelligence: How to Multiply Return on Your Training Investment

Research detailed in the Human Resource Management Review determined that experiential emotional intelligence training is more effective than traditional lecture-based training. The study advised that coaching, relevant practice, and feedback are the ways to effectively influence emotional intelligence in your teams. Lectures are not enough. Because Emotional Intelligence Training is Not Enough If your emotional intelligence programs […]

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Achieve 33% Higher Revenue (Per Employee) by Changing Two Things

For how many years have you had an employee engagement strategy? How’s that working for you? Tactics without Strategy are DOA, but if a certain group of individuals does not align with that strategy, the company is treading water without a life jacket. Seventy percent of your company’s engagement relies on one group and a well-placed dose of what I call the Awesome Sauce.

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