Customer Service Week: The Correlation Between Employee Engagement and Customer Satisfaction

Customer Service Week No biggie, but over 90 percent of customers who are dissatisfied with their experience will opt to just not come back rather than telling you anything is wrong. That’s how important customer service is. But we know that already. Everyone’s first boss probably told them something along those lines when they started. […]

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Limited Tenure: DARPA’s Unique Approach to Turnover

Some companies go to extraordinary lengths to stay ahead of employee turnover. Zappos has a “pay to quit” policy that offers employees cash to walk away early if they feel the job’s not for them. Several restaurants have experimented with eliminating tips in exchange for higher wages to keep employees engaged. But probably the most […]

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recognition at facebook

Be Like Mark – Recognition at Facebook

Even though his organization is all about connecting people virtually, Facebook founder and CEO Mark Zuckerberg recently did a stellar job connecting in person when he inadvertently delivered a clinic on workplace presentations for an employee’s ten-year anniversary. The KX Factor Employee Kang-Xing Jin, known as “KX” to his colleagues, was a dear friend of […]

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