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Service design The Work Experience

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

via marketplace.org 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 […]

Categories
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 […]