Liberate Your Company Through Employee Engagement

Elsua

that would be the one on Employee Engagement. More than anything else, because all along I have always felt that employee engagement is a myth. Employee Engagement, as we know it, does not exist. That’s one of the many many reasons why Employee Engagement does not exist.

#Movistar – Who Owns Your Customers Problems?

Elsua

What a difference owning your customer’s problem makes! . Yes, I know, I am one of the 22 million customers Movistar has, but it is of no excuse really to make a single customer wait for nearly 2.5 Why can’t companies that claim to be customer centric get this?

2015 186

Good on Employees for Not Mingling

Michael Sampson - Currents

Just before heading off on vacation Juan Carlos Perez published Many employees won’t mingle with enterprise social software on PC World (with hat tip to Stuart McIntyre for the quick find). The promise of a successful ESN deployment is appealing to businesses: implement a Facebook- and Twitter-like system for your workplace, with employee profiles, activity streams, document sharing, groups, discussion forums and microblogging, and watch employee collaboration bloom.

2014 122

Reflections from 2011 – Is Employee Engagement Still a Myth?

Elsua

Of course, I’m talking about Employee Engagement or, in other words, how do you keep your employees motivated to excel at what they already do, driven by their distinctive passions, purpose and meaning?

Moxie Employees Spaces Offers Comprehensive Social Workspace

Portals and KM

Moxie is now providing a comprehensive platform for the networked organization through its Spaces by Moxie™ suite, which includes Employee Spaces™ and Customer Spaces™.  For example, a social platform needs to connect to rich profiles of employees.

QuickBase Offers Help to Coghead Customers, Partners and Employees

Portals and KM

shareable database that lets you select ready-made online workgroup applications or templates designed to solve common business problems, customize them to suit individual processes, and share within a team or an enterprise. Quickbase has posted a series of offers to Coghead customers, business partners and employees (see Bill Lucchini’s post - Offer to Coghead’s users, partners and employees from Intuit QuickBase for details.)

Employees Must Wash Hands

Joitske Hulsebosch

One of the signs in the bathroom struck me as utterly weird- the sign you see in the picture reading "Employees Must Wash Hands Before Returning to Work". Or rather for the customers to show the company cares about hygiene.

#Movistar – The Cost of Lying to Your Customers

Elsua

I am writing officially on purpose, because after 61 days I am still waiting for Movistar (That Queen Between that always wants to get paid , but fails to deliver on customer service big time!) I am just A customer.

2015 186

How to Use Employee Engagement to Boost Your Business

Elsua

Take a look into this nearly three and a half minute long video clip under the title of “ How to Use Employee Engagement to Boost Your Business &# to see what I mean. Yes, it’s that good: How to use Employee Engagement to boost your business – Explania.

Screencast: Employee Profiles & Social Network Sites

Collaborative Thinking

I recorded a short (11 minute) screencast this morning to help a customer better understand the role of employee profiles within social network sites. Screencast: Employee Profiles & Social Network Sites. When organizations discuss the business value of social networking, online communities, or expertise location, the conversation invariably includes a discussion on the role of employee profiles.

Notes on “Measuring Employee Engagement and User Adoption” (Mark Allison, Webtrends APAC)

Michael Sampson - Currents

In the third to final session time of the Australian conference (and the second to last for me, as I have a flight to catch), Mark Allison from Webtrends is talking about employee engagement and user adoption. Have 4000 customers globally.

2014 172

Want to Trust Your Employees? Give Them All Unlimited Vacation Days

Elsua

” … “ Give Your Employees Unlimited Vacation Days ” may sound all to unrealistic and utopian at best, yet, to me, it’s the ultimate goal for any employer out there around Employee Engagement: Trust your employees to do the right thing!

2012 245

Profiling Employee Expertise in Office 365 – Meetup on Tuesday

Michael Sampson - Currents

The topic is profiling employee expertise in Office 365: In all organisations the Ghostbusters question is asked everyday: Who you gonna call? Who is the best person to help the customer calling for help right now? Office 365 offers a number of capabilities to support the profiling of employee expertise; let’s consider what’s on offer, and evaluate the efficacy of those in our work.

2016 89

Profiling Employee Expertise in Office 365 – Meetup on Tuesday

Michael Sampson - Currents

The topic is profiling employee expertise in Office 365: In all organisations the Ghostbusters question is asked everyday: Who you gonna call? Who is the best person to help the customer calling for help right now? Office 365 offers a number of capabilities to support the profiling of employee expertise; let’s consider what’s on offer, and evaluate the efficacy of those in our work.

2016 89

SAP and MindTouch Work Together to Enhance Customer Experience

Portals and KM

A major area of concern for companies with large customer bases is the consistency and quality of the information a company provides. Service agents are also able to help customers take advantage of up-sell and cross-sell opportunities at the right time.

SAP 158

Citizens or customers?

Chris Corrigan

Many corporations and NGOs have also suffered from what can reduce to a contemporary form of bureaucracy that discourages innovation, damages cultures, and disengages employees. Am I a customer of my government, or a citizen and a subject?

2016 46

Forrester's Bernoff and Schadler Provide Prescriptions for Empowered Employees

Portals and KM

The new book, Empowered, by Forrester’s Josh Bernoff and Ted Schadler , provides a path for companies to response to the newly empowered customers who operate in the Web 2.0 The sub title is: “unleash your employees, energize your customers, and transform your business.” That is the proper sequence although your employees need to first listen to their customers as an initial step. The book introduces the term HEROs or highly empowered, resourceful employees.

Employee Engagement Affects Collaboration

John Tropea - Delicious Collaboration

Hot Topics: Customer Experience. Employee Engagement Affects Collaboration. A few weeks ago, consulting and analyst firm Blessing White released its 2011 employee engagement report. Employees who are not engaged can still collaborate, and just because employees collaborate doesn’t mean they are engaged. Five Levels of Employee Engagement Blessing White defines five levels of engagement which it used as the foundation for the report, shown below.

Making Better Use of Customer Intelligence

Portals and KM

First, they found that customer knowledge is an elusive commodity. As a result, decisions can be based on an incomplete view of the customer. For example, the data can raise questions to ask customers. The customers can bring up issues to validate with data. I have seen this first hand in research on internal employee capabilities and interests and I am sure it will work with customers

Custom 116

Mock Thesis Proposal: Personal Support Networks During Periods Of Employee Transition, Part 1

Collaborative Thinking

Social Network Sites (SNS) create multiple affordances employees leverage during their employment lifecycle. In this Masters Thesis, I examine how a SNS helps employees during transitional periods such as: joining the company, moving into a new position, and navigating through organizational disruption. My belief is that personal support networks provide a direct benefit to employees and an indirect benefit to the organization and management. . Abstract.

2011 152

Keeping a Closer Eye on Employees’ Social Networking Will Give You More Than a Headache

Elsua

Have you read Keeping a Closer Eye on Employees’ Social Networking by Joshua Brustein? Or the one who fully understands what major benefits there are out there by unleashing the knowledge, expertise, know-how, experiences and informal networks of the entire employee workforce?

Evolution of Chat and Email in the Contact Center Industry

Portals and KM

I pulled out my credit card and proceeded to contact the customer service department. I was experiencing horrible customer service at its finest. is email the next wave of customer service support versus calling the toll-free customer support line? The Pros and Cons of Email Support From a company’s perspective, I can understand why email-only customer service is an attractive option. But relying solely on email leaves customers without the options they crave.

MeasuredUp Enables Company to Customer Conversations

Portals and KM

While it is a customer-service driven social networking site, it also helps companies make things right when consumers feel wronged. Marc has introduced the possibility of conversation between customer and company. The focus is more on customer service than product reviews.

Custom 130

Moxie Software Adds Better Mobile Support to Customer Spaces

Michael Sampson - Currents

Moxie Software added better support for mobile devices to Customer Spaces, a customer service application: Moxie Software™ is extending its powerful Knowledgebase that crosses all channels of communication to mobile platforms. Companies can now deliver via mobile devices the same comprehensive online knowledge repository that provides accurate information to customers, partners and employees.

Custom 104

How to Empower Your Employees to Serve their Newly Empowered Clients

Portals and KM

  Groundswell was about social technologies empowering consumers, the new book demonstrates how empowered customers place demands on companies, and how it takes empowered employees (refered to as HEROes - highly empowered and resourceful operatives) to meet their demands. I got a preview of the approach as Forrester shared a review copy of the report, The HERO Index: Finding Empowered Employees by Ted Schadler and Josh Bernoff.

Customer Feedback: Feedback is a Gift, Part 2.5 of a 3-Part Series

Ant's Eyeview Blog

of our 3 part series on customer feedback. Now it’s time to get our hands dirty, and learn how to respond when customers talk to you. Congratulations (brand name here), you’ve lost another customer. Make that two customers, plus the ones I encourage to go elsewhere.

Treat Your Employees like Neighbors - Art Markman - Harvard Business Review

John Tropea - Delicious Community

Treat Your Employees like Neighbors. The amount of compensation that an employee can get on the open market is generally higher than the actual wage they earn. Just look at what companies pay outside consultants relative to what they would pay an employee to take on a similar task. A family relationship with your employees isnt optimal either. Likewise, a company cannot succeed unless employees start to think of themselves as part of something bigger than themselves.

Harnessing the power of informal employee networks

John Tropea - Delicious Community

The article Harnessing the power of informal employee networks has been sent to the following recipients: Harnessing the power of informal employee networks Formalizing a company’s ad hoc peer groups can spur collaboration and unlock value. The McKinsey Quarterly Home McKinsey & Company McKinsey Global Institute china.mckinseyquarterly.com Help [+] Log In Register close Register Member Center The McKinsey Quarterly is the business journal of McKinsey & Company.

2007 54

An Ant’s Eye Point Of View – Employee Engagement and Getting it Right!

Ant's Eyeview Blog

Employee engagement is often something that is being managed by individual managers or in the vacuum of an HR program. Employee engagement is something that needs to be activated across the entire organization and embedded and embraced at every level. Fully engaged employees will be more productive. A highly engaged employee base can be your greatest pool of advocates when empowered and activated. Internal Employee Engagement. External Employee Engagement.

2012 60

Enterprise 2.0, Where Art Thou?

Elsua

Design, Change Management, Social Network Analysis , Wirearchy , and, specially, Employee Engagement , which I realise won’t be a new subject per se, since I have blogged about it for a good while already, but I still feel there is a lot more to share across and talk about.

2015 263

The Beginning of a New Work Adventure – Joining panagenda!

Elsua

Their motto is ‘ Make Your Data Work For You ’, so they work with a good number of customers helping them understand how to work smarter, not necessarily harder (Which is, as you well know, my favourite mantra) with the data they produce within their own collaboration landscape.

2017 213

Is your Brain ready for Great Customer Service?

Ant's Eyeview Blog

Great customer service starts with a healthy brain. I believe if your employees are happy, informed, engaged, and energized; then they produce better products and deliver great service. If your employees have negative feelings, this clogs the Prefrontal Cortex in the brain, where empathy and reasoning reside. It comes down to the employee’s attitude– some are enjoying their job and others hate it. I believe your employees are not the core problem.

Getting the Message Across: Five Levels of Change Communications

Partnering Resources

After all, when someone says, “Customer service is number one,” what does that really mean? That the company will do anything in it’s power to serve a customer? That staffers should customize every deliverable to the unique demands of their customers?

2013 257

What Do You Sell?

Elsua

Is it still pretty much the same as when you were a salaried employee at a large IT firm? It’s the most critical business problem to fix that clearly would impact a whole other set of issues currently happening at work, all of them tightly aligned with the overall employee experience.

2015 191

The Inside Scoop on the International Association of Business Communicators Conference

Partnering Resources

” and “What are our projections for the next quarter” will be doubted when she says customer service is the company priority. Employee EngagementIn June, I traveled to Washington, DC for my first International Association of Business Communicators (IABC) conference.

2017 158

What’s Your Purpose?

Elsua

Then there are other vendors that just focus on helping the competition , competing accordingly, and they are doing just fine, because that’s their main focus, both the employee AND the customer. Collaboration Communities Employee Engagement Enterprise2.0

Becoming a Successful Socially Integrated Enterprise – The Long Journey

Elsua

It’s all then about an opportunity to help provide the necessary conditions for people to decide for themselves if they would want to improve the way they connect, learn and share their knowledge with their colleagues, as well as customers and business partners.

2016 204

How the Client Experience Defines the New ROI of Social Business – Finally, A New KPI in the Making

Elsua

And I am not talking about the traditional concept behind a customer. They are also the very same ones that keep you employed for many years to come, just like any other customer would do. To me, we are witnessing the unique opportunity of not only going more in-depth into the overall value proposition of Social Business, but perhaps re-define a new KPI around the client experience which, more and more, gets defined itself by the overall employee experience.

2014 198

Building a Solid Library of Use Cases

Elsua

Remember, it’s not about empowering your employees and fellow colleagues , but about enabling them effectively to think AND do different. Which one would I pick myself from the 70 of them I’m currently using with customers? Collaboration Communities Employee Engagement Enterprise2.0

2016 201

YouFig - Custom Collaboration Communities - Welcome

John Tropea - Delicious Community

Custom Collaboration Communities Next Generation Enterprise & Social Collaboration About YouFig Features Customers Blog Start Contact Us Create your own secure collaboration communities branded & customized for your business or organization. While most YouFig communities are closed, private collaboration communities restricted to the members (employees, customers, etc.)

Resisting Change – Luddites Unite!

Elsua

Remember how we need to dramatically improve the overall employee experience, before we can influence the customers’? Collaboration Communities Employee Engagement Enterprise2.0 Who would have thought that, after 20 years in the IT industry, I am, essentially, a Luddite.

2016 186

Teamwork Needs Healthy Friction to Collaborate and Get Work Done More Effectively

Elsua

A team of teams of about 450 people from 40 different countries, 5 continents, speaking multiple languages, doing customer support for the mainframe and PC environments. Collaboration Communities Employee Engagement Enterprise2.0

2016 173

IBM’s Client Experience Jam Is Now History

Elsua

Yes, I know, this time around, and contrary to other Jams in the past, IBM conducted this one for IBM employees only. Now, that is employee engagement, when you not only embark on a massive online exercise of active learning, but at the same time of active doing.

2013 274