August brings an end to summer vacations and the return to school. It’s the perfect time to think about how you are educating and preparing your employees for customer experience success.

Educators know that people are more open to new ideas and learning in a positive environment. In my experience, I’ve discovered that one thing that hinders employee engagement in training our employees is focusing on the negative. In my most recent blog, “Is Your Decision-Making Approach Holding Back CX?” I discuss the benefits of addressing negativity bias and the benefits of making decisions with a focus on what is working well instead.

I also found two additional articles on addressing negativity bias and ideas to motivate your employees. The first one is provided by Forbes, Combat Negativity Bias, and it outlines how we need to focus on the positive more, cultivate gratitude, and celebrate small wins. The next one is by Square, “10 Scientifically Proven Ways to Motivate Employees,” and is a checklist of methods to improve employee engagement.

From our blog library, I’ve pulled two of our blogs to share. “How Training Impacts Customer and Employee Engagement” defines the exponential benefits of employee training on your customers. “Engaging your Employees = Working on Your Company’s Engine” reminds us that for success, our employees must be functioning optimally.

This ‘back to school’ season is a great time to reconsider how you are equipping your employees to succeed in customer experience.

Lynn

Lynn Daniel
President

Front-line personnel are the face and customer touchpoint for many companies. The interaction between the front-line employees and the customers can significantly impact the business relationship. We have all heard the saying, “first impressions are lasting impressions” and, unfortunately, all future interactions are judged by that first impression. READ MORE

Engaging Your Employees = Working on Your Company’s Engine

A common question we hear from our clients is “So, how do I get employees more engaged?” Before we get too far down the road on this question, let me introduce an analogy for today’s post, which was inspired by a recent tour I took around a client’s impressive heavy equipment sales, parts and service facility:

Your employees are the engine of your company.

The facility I toured included an entire building dedicated to rebuilding engines and other complex systems from the ground up, including machining new parts from scratch if necessary. I saw more computers in the building than wrenches. This level of investment makes sense given the importance of the engine in powering the five, six, and seven-digit dollar priced construction and farming machines that our client sells and services. If the engine isn’t working properly the performance of the whole machine suffers, even if all the other parts are in perfect working order. READ MORE