Making Professional Development Intentional

Our previous post mentioned the effect of not having employee development processes in place. Organizations can’t remain passive about employee development because the cost of losing talent is high. Natural attrition generally will not scale back the workforce according to the overarching plan for the agency. Too often, according to numerous sources, the wrong people are leaving … Read more

Why Invest In A Career Services Strategy

The window on the streets of Disneyland captures the sentiment perfectly: “You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” –Walt Disney Employees matter. No one should argue that. They make a difference to every aspect of an organization’s success–the most … Read more

Laying New Ideas for Customer Service at Chick-fil-A

It’s interesting what you’ll experience when you visit different Chick-fil-A locations. Here are three examples I’ve recently found: 1. At a restaurant near to us we were given a color coded sign to place at your table after we ordered, rather than requiring us to wait at the counter. They then brought the food to us. The intent … Read more

All Employee Engagement is Not Equal

To sustainably improve business outcomes requires far more than changing behaviors. It also requires a focus on the perceptions of each individual – which drives the behavior change. The challenge is that there are many different facets of an employee’s disposition and behaviors – each of which requires a different approach to engage effectively. According … Read more

Challenges & Solutions for Employee Engagement

In a previous post, we discussed those benefits that stem from efforts to engage employees. But even the best efforts to do so can result in making some commonly-made mistakes. Here are a few of them: Most organizations make the mistake of assessing employee engagement once a year, typically followed by some weak and empty academic … Read more

Driving Employee Engagement in the Real World

Employee engagement has been a popular topic recently.  Given how it is a pre-requisite to customer loyalty, which drives operational and financial results, it deserves the scrutiny that it has received. Some of the more common drivers of engagement identified by leading organizations are: Employee perceptions of job importance – perhaps the greatest impact on loyalty … Read more

Employee Engagement Plans: One Size Only Fits Some

Much has been written and said recently about the importance of Employee Engagement. There have been extensive studies about what employee engagement is (buy-in, ownership, and passion for the organization’s success) and how to create it. Unfortunately, most attempts to develop employee engagement have fallen short of getting sustainable results. One key reason? Companies make … Read more

How Do You Feel About Customer Service?

Our thought leadership at World Class Benchmarking holds that the best-in-business organizations succeed because highly satisfied customers become loyal customers. And that they are loyal because they are highly satisfied by the customer service they received. So just what happens when someone becomes highly satisfied? American Express did a customer service study in September of … Read more