Customer Insight is the magazine for managers who are interested in using customer insight (i.e. really understanding what their customers think) to improve business performance. Customer Insight Magazine is suitable for customer service, customer experience, marketing and market research professionals as well as Customer Insight Managers.

Category: Employee Engagement

Talent Matters

Talent Matters

According to PricewaterhouseCoopers’ 13th Annual CEO Survey, in the UK 65% of CEOs plan to increase investment in leadership and talent management and 78% plan changes to their talent management strategies in the wake of the financial crisis. Opinion about when we will recover from the crisis is divided. However, organisations that are well-led have a much better chance of survival and are a...
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Employee Engagement Updated Research Findings

Employee Engagement Updated Research Findings

Employee Engagement - UPDATED Research Findings Two years and a major recession later, we have repeated the survey and uncovered some interesting changes in employees’ attitudes. The survey of 2,700 adults was conducted on the YourSayPays internet panel and involves all segments of the UK workforce. Employee engagement Engagement is generally viewed as ‘discretionary effort’. In ...
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Engaging Workplace - Employee & manager relationship in the workplace

Engaging Workplace - Employee & manager relationship in the workplace

According to the Great Place to Work Institute, trust between managers and employees is the primary defining characteristic of the very best workplaces. The Institute’s approach is based on the major findings of 20 years of research about organisations where employees "trust the people they work for, have pride in what they do, and enjoy the people they work with". These organisations provid...
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The role of engagement in great customer experiences

The role of engagement in great customer experiences

I was recently invited to speak at a conference about the part an engaged workforce plays in delivering a great customer experience. My experience and research shows this link to be essential, so I’m concerned to read that the CIPD says job satisfaction is falling in the UK. According to their latest Employee Outlook survey of 2,000 staff, the CIPD’s measure of job satisfaction has dro...
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Drilling down into Employee Engagement

Drilling down into Employee Engagement

Secretary of State for Work and Pensions, John Hutton said recently that “The most successful companies recognise that their employees are their most valuable asset. Employee engagement is not just a buzzword – it has a clear link to increased business success”. And there is growing evidence that business leaders are not simply paying lip service, they’re actually walking t...
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People are like electricity - powerful thoughts on Employee Engagement

People are like electricity - powerful thoughts on Employee Engagement

According to the Work Foundation, “Employee Engagement describes employees’ emotional and intellectual commitment to their organisation and its success. Engaged employees experience a compelling purpose and meaning in their work and give their discretionary effort to advance the organisation’s objectives.” The Best Companies’ definition is a little more succinct. &ldq...
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Employee Engagement - The Key to Business Success

Employee Engagement - The Key to Business Success

In a recent survey of large UK employers conducted by Strategic Reward, we asked HR Directors “What are your top three issues, in order of priority, over the next 6 to 12 months?” The 150 respondents placed Employee Engagement in top spot, closely followed by Leadership Development. Is this what we would have expected? According to conventional wisdom – the financial crisis, decl...
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Employee Engagement

Employee Engagement

Employee Engagement "Engaged" employees work with enthusiasm and passion. They want to know the desired expectations for their role so they can meet and exceed them. They perform at consistently high levels. They want to use their talents and strengths at work every day. They have an intuitive connection to their company and will constantly endeavour to drive innovation and move their organis...
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Employee Satisfaction - Why Bother?

Employee Satisfaction - Why Bother?

Some years ago the Fairfield Inns economy hotel chain in the USA carried out some customer research and discovered that their customers, largely consisting of travelling salesmen who spent a lot of time away from their homes and families, essentially wanted to stay in a clean, comfortable room and to deal with staff they could relax with in a ‘homely’ kind of way. They did not want lux...
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Rewarding People For The Things That Matter Most

Rewarding People For The Things That Matter Most

Imagine a company where people work together toward common objectives which they all understand and agree with; where everybody behaves in ways which are right for customers and long term growth; and where people are rewarded on the basis of their contribution and feel that they are. This is a company business leaders would like to create and people would choose to work for.In this article, Raymon...
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Fast Guide - Attracting and keeping staff

Fast Guide - Attracting and keeping staff

Company reputation - a good reputation in the market place, a well-known brand or recommendations from friends or contacts are often influential. One employee who took part in a focus group we ran for one of our clients told us “I researched several hotel companies and chose “X Hotels” because it was far more people focused” Competitive pay and benefits - seen as one of th...
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Switching On Your People

Switching On Your People

Enlightened organisations understand the need to really listen to their customers and not only provide what they want, but to exceed their expectations. They understand it’s the customer’s perception of how well, or badly, they feel they were treated which counts.   How do organisations ensure front line staff deliver a “top notch” experience, outshining the  comp...
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Workforce

Workforce

Workforce 2010 According to the results of research from global professional services firm Towers Watson, the economic downturn has fundamentally altered the way employees view their work, the organisations they work for and their business leaders, shifting the whole employer-employee relationship in the UK. Unsurprisingly, employees don’t like what has happened compared to pre-recession tim...
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