Focus On Employee Engagement, Not Employee Experience

Customer Experience Matters®

We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. It’s one of our Four CX Core Competencies.

While the trend is great, there’s still a long way to go. I’d love to see many more human resources organizations recognize that employee engagement is one of their strategic objectives (see my post, HR Execs: Wake Up To Employee Engagement!).

As this area has gained attention, there’s been a troubling misunderstanding creeping up in the dialogue. People are confuscating Employee Engagement with Employee Experience. They are not the same.

It’s important to understand the distinction, because only one of them is the foundation to success. So let’s look at each…

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Mindfulness at work: being while doing

Mindfulness: theories & benefits

Lyddy, Christopher, and Darren J. Good. “Being While Doing: An Inductive Model of Mindfulness at Work.” Frontiers in Psychology, vol. 7, 2017, pp. 1-18. Full text.

Abstract. Mindfulness at work has drawn growing interest as empirical evidence increasingly supports its positive workplace impacts. Yet theory also suggests that mindfulness is a cognitive mode of “Being” that may be incompatible with the cognitive mode of “Doing” that undergirds workplace functioning. Therefore, mindfulness at work has been theorized as “being while doing,” but little is known regarding how people experience these two modes in combination, nor the influences or outcomes of this interaction.

Drawing on a sample of 39 semi-structured interviews, this study explores how professionals experience being mindful at work. The relationship between Being and Doing modes demonstrated changing compatibility across individuals and experience, with two basic types of experiences and three types of transitions. We labeled experiences when informants were…

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Mindfulness Building Resilience and Improving Care in Modern Medicine

UCSD Center for Mindfulness

We have two lives, and the second begins when we realize we only have one.  – Confucius

By Michael Krasner, MD, FACP

mindfulpracticeAfter 6 years of sharing Mindful Practice in intensive retreat trainings with over 400 physicians, medical educators and other health professionals from all over the globe, Ron Epstein and I began to ask ourselves- why wait for our colleagues to come to us? If the need for building resilience among our colleagues is pressing, and the tools for helping improve quality of care, quality of caring, and our own well-being are effective, relevant and accessible, why delay offering this training to more professionals? So we have decided to take Mindful Practice trainings into regional settings, offering it in a new, multi-modal, and engaging way. We already have two trainings scheduled for San Diego and Boston this winter. We will soon announce a workshop next fall in the Pacific…

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Guide to Organizational Culture Change (Infographic)

Customer Experience Matters®

We regularly help companies create cultures that are more customer-centric.  So it seemed like a fun idea to create an infographic on the topic. Enjoy! You may want to see a video we created about customer-centric culture or the report, Employee-Engaging Transformation.
guide-to-organizational-culture-change

You can download (and print) this infographic in different forms:

The bottom line: The customer experience you deliver is a reflection of your culture

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6 Steps to Rebuild Broken Trust

Blanchard LeaderChat

Trust Under ConstructionI believe most leaders strive to be trustworthy. There aren’t too many leaders who wake up in the morning, roll out of bed and say to themselves, “Hmmm…I think I’ll try to break someone’s trust today!” Yet even in spite of our best intentions, there will be times when we damage the level of trust in our relationships. Sometimes it’s due to our own stupidity when we make choices that we know are wrong or hurtful to others. Other times we unknowingly erode trust by engaging in behaviors that others interpret as untrustworthy. Regardless of how it happens, breaking trust in a relationship is a serious matter. When a breach of trust occurs, there are six steps a leader should take to repair the relationship:

  1. Acknowledge that trust has been broken. As we’ve learned from the success of the twelve-step recovery process, acknowledging that there is a problem is the first…

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Motivation Problems with Your Team? Your Leadership Habits Might Be An Issue

Blanchard LeaderChat

3D Human queued deciding which direction to takeHabits are a time saver. They function a bit like reading a large paper map and knowing where to go with a single glance instead of having to rotate the map and trace the route to the destination with your finger.

But sometimes there’s a downside to this kind of efficiency. Sometimes the fast way doesn’t work and we go off course. Such is the case with a great many approaches to motivating employees. Just when the situation calls for deliberation and a different approach, our habits kick in and we again head down the route that is fast and easy, but a bit off course.

One of my coaching clients recently worked through such a situation. He had been leading a team for five years and for that whole time, no matter what the task, goal, or situation, he attacked it—pushing, leaning in, and constantly pressing ahead as was…

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3 Ways to Create a Service Mindset in Your Organization—and how one person can make a difference!

As Bob Farrell, founder of Farrell’s Ice Cream Parlour and Restaurant, said in his well-known and excellent Customer Service video “Give ‘Em The Pickle”: “How you think about the customer is how you will treat them.” With this in mind, “3 Ways to Create a Service Mindset in Your Organization—and how one person can make a difference!” by Kathy Cuff is an important article because mindset (and heart-set, for that matter) matters! Mindset is a key differentiator and one of the primary reasons that one team member goes above and beyond, expresses empathy and compassion, finds joy and meaning in what they do for your organization, etc. and why the team member standing right next to them may not.

Blanchard LeaderChat

bigstock-Closeup-of-a-young-shop-assist-18298034Customer Service—it is found in every industry, every company, every person’s job, at every moment. If you don’t deal directly with the external customer, you interact with and serve your internal customers throughout the day. What I love the most is when people get it—when they take pride and ownership in what they do, and they do it with a smile. Let me share my latest experience with you.

I recently moved—only a few streets away, but a move nonetheless with all the hassle, packing, and work that goes with it. Well, being the “just in time” gal that I am, I didn’t turn in our change of address form to the U.S. Postal Service until the day after we moved, so our mail was delayed getting to us.

About a week or so after our move, I realized we had not received a very important piece of mail—my husband’s…

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