Employee Engagement

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99 Employee Engagement Statistics

Sometimes you just need to show people statistical proof of why employee engagement is so important to your business. Even though you may be totally convinced in knowing that engaged employees create engaged customers, the folks that make the financial resource decision may need independent proof. It is for this reason we created the 99 Employee Engagement Statistics ebook. The [...]

Emotional Intelligence Customer Experience Design

The Emotional Intelligence Customer Experience Design™ (EQCX) framework is used to unlock and sustain the emotional power in organizations. The primary driver in customer engagement and loyalty is emotion. Through leveraging this framework emotion can become a differentiating asset. The use of Emotional Intelligence (EQ) in Customer Experience (CX) Design has been leveraged exclusively by all of the brands featured [...]

Using the Forbidden Fruit of Customer Emotion to Fulfill Their Fantasies

Using the Forbidden Fruit of Customer Emotion to Fulfill Their Fantasies is going to be a shagadelic session. Come and join the fun at the Customer Experience Professionals Association, Member Insight Exchange (CXPA MIE). I decided to harness the energy and excitement of the Hump Day Hoedown on the Fast Leader Show and take it to the stage as Aiden "Emotional" Powers [...]

The Best Manager I Ever Had Hated Me

Over the course of my work life, I have had a few managers that seemed to hate me. In particular, one manager, whom we’ll call “Steve,” seemed to have it out for me. At the time, I wondered if he stayed awake at night thinking of ways to make my life miserable and to crush everything that I thought he [...]

Leadership – The Strength of Business Growth

Are you a leader moving towards rapid growth? Guest, JIM REMBACH, an Emotional Intelligence Certified practitioner, Customer Experience Expert, strategic and tactical adviser to global CEOs, and Host of the Fast Leader Show, shares his findings and insights about how to build more human-centric organizations and moving onward and upward...faster. Jim says that "Ability without responsibility is tragic futility." By [...]

50 Incredibly Real Quotes Inspired from Leadership Lessons of Real People

How do you become a good leader? Are you born with it? Is it a talent? Is it a deep technical expertise in your selected field? Can it be bought? Is it the ability to teach? A focus on being a servant? Is it about innovation? Maybe…maybe not. We could spend even more of our time repeating quotes from the [...]

Here’s How YOU Make Emotion Your Competitive Advantage

In this ten minute video learn how to harness the component of customer experience that has the largest impact on customer loyalty. Making Emotion Your Competitive Advantage Emotions are what customer experience is all about, yet many organizations are lacking or ignore improving their skills and knowledge in understanding and using customer emotions to influence and evoke their most desired [...]

Got it: Horse before Cart and Culture before CX

Life can be so simple. You put the horse BEFORE the cart. You know this! Unfortunately, you are probably engaged with messing it up by adding systems, software and incentives. Why? It’s because that’s what you have been brainwashed to do. YOU MUST HAVE that million dollar thingy that does that whatchacallit stuff that makes those things to do that [...]

The little mistake costing US companies $41 billion dollars every year

It’s estimated $41 billion of revenue are being transferred between companies in the US each year. And you are probably falling victim to the same mistake that’s costing them BIG. The little mistake that’s costing them big is they are forgetting that despite how vastly different the world’s cultures appear to be (they all melt in the US), if you [...]

When Retaining Customers is worse than Defecting Customers

You are a bad customer. We are all bad customers…now. Or we at least have greater potential to be bad customers. Many years ago, we were able to avoid being a bad customer, but those days are gone. And being a bad customer has become worse than being a defecting customer. A more social world has changed our likelihood to [...]