All things people related – employee engagement, learning and development, motivation, etc!

Customer service training – 5 vital factors

By |2019-10-25T18:58:09+01:00January 23rd, 2019|Employee experience|

Customer service training - waste of time or good investment? For many organisations looking to improve the customer experience, one of the go-to solutions is to jump to training the front line teams, whether they be working in a contact centre, retail, sales teams, B2B or B2C. This well-trodden route seems like an easy answer,

Tackle workplace stress using advanced biometrics

By |2020-02-10T12:02:18+00:00December 7th, 2018|employee engagement, Employee experience|

Workplace stress – using biometrics to understand stress and build resilience Last month the health secretary intimated that the NHS would struggle to cope with demand over the next 10 years and that the health of the nation would depend on individuals and organisations. Whatever your political standpoint, it is clear that the health of

Employee experience research: when needs get critical

By |2019-10-25T19:40:15+01:00November 28th, 2018|Employee experience|

Who’s there to help when the blue lights are flashing for ambulance staff themselves? We recently came across a tender that had been put out by Health Education England ‘promoting wellbeing for UK NHS Ambulance Personnel’. It called for bids from interested parties to provide employee research services to try and uncover the causes of

The naked truth about employee engagement

By |2019-10-25T19:46:00+01:00September 27th, 2018|Customer experience strategy, employee engagement, Employee experience|

Employee Engagement This week we were lucky enough to be invited to the Lush showcase event in Manchester. Primarily focused on engaging Lush employees, they invite every manager from every store across the world to a spectacular event celebrating everything lush about Lush. It’s a cross between Alice in Wonderland and Charlie & the Chocolate

Onboarding – hitting the ground running

By |2019-10-25T19:54:00+01:00August 9th, 2018|Employee experience|

In my last post I wrote about starting a new job, and how companies often make new joiners feel like a fish out of water. In this post I'm going to write about how we can get our new joiners to swim happily, as quickly as possible. In other words, how to set your onboarding

Improving onboarding – don’t make them feel like a fish out of water

By |2018-08-07T12:33:23+01:00August 7th, 2018|Employee experience|

Improving onboarding - don't make them feel like a fish out of water Clients often ask us to look at their employee experience. And one of the most important aspects of employee experience is what it’s like for new employees when they join.  Onboarding, induction, new hire training. Whatever label you use, these first days

Employee experience is more useful than engagement

By |2018-11-27T17:46:18+00:00March 27th, 2018|Employee experience|

Employee experience is more useful than engagement Note: this is a sequel blog post.  The first one is, 'Is Employee Engagement a Distraction?'   As outlined in the previous post, I believe that there are three questions that are much more important to ask than ‘are employees engaged?’ 1. What are leavers costing the company? 2.

Is employee engagement a diversion?

By |2018-03-27T15:02:06+01:00March 27th, 2018|Employee experience|

Is employee engagement a diversion? A magician shuffles his cards. He asks us to name our card and to watch for it as he shuffles. The audience is quiet, watching hawk eyed. This is how magic works. Our attention is diverted. Our eyes are misdirected, so that we don’t notice the actual trick. If you

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