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Service design The Work Experience

The chemistry of enthusiasm – Bain and Company

A great read on employee satisfaction – how to measure it, achieve it and the correlation to customer NPS. In our view, too many companies try to raise engagement by launching disconnected initiatives like wellness programs. Such initiatives might improve employee morale slightly and serve other purposes, but they’re detached from customers’ priorities. They lack […]

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The Work Experience

Firms Push Visual Note Taking to Spark Creativity, Sharpen Focus – WSJ.com

Firms are holding training sessions to teach employees the basics of what’s known as visual note taking. Others, like vacation-rental company HomeAway Inc. and retailer Zappos, are hiring graphic recorders, consultants who sketch what is discussed at meetings and conferences, cartoon-style, to keep employees engaged. Doodling proponents say it can help generate ideas, fuel collaboration […]

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The Work Experience

Do incentives work? Autonomy, mastery, and the purpose (not profit) motive

Do incentives work? Well the answer is yes and no. They work for rudimentary mechanical tasks, but when you up the cognitive anti, incentives fail to motivate. Not only that, they can negatively impact performance. Pay people enough so they are not thinking about money and can instead be free to concentrate on their performance. […]