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Bank of America to its 270,000 employees: Be nice

Bank of America sent a letter to each of its 270,000 employees with the simple message to “Be Nice”. This is after woeful customer satisfaction ratings. Is a letter enough? No, according to Customer Experience consultant Colin Shaw of Beyond Philosophy who stresses the need in the story for matching incentives and guidelines for how much time managers spend with customers and in branches. Apparently a more comprehensive plan to address customer satisfaction performance is to follow.

User centric change management

I had the privilege to work on a succession of projects relating to the staff experience at my time at Different. My colleague Christian LaFrance presented some of the learnings from these projects and a few others undertaken by the team at the recent Service Design Network Global Conference in Paris (28-30 October, 2012) and he has shared his presentation on Slideshare. Many of these projects involved a participatory design approach to achieve change that took employee needs into account and that was employee led.

Falling loyalty of employers to their staff is making more people switch jobs

Gienda Kwek of smh.com.au reports that workplace loyalty is diminishing due to less commitment on the part of employers to their employees with increased use of contractors and casuals. Dr Rafferty of the University of Sydney’s Workplace Research Centre notes that the risk of employment security once shared between workers and employers is now being shifted onto employees. Job security is now a top concern of employees and HR departments are responding in turn to keep talent.