February 27, 2017
Within the chart above is a counter-intuitive truth employee engagement consultants either don’t know or don’t talk about.
Unhappy employees often give great customer service. In fact, the majority of the unhappiest employees say they’ll go to great lengths for their companies’ customers. So do happy employees = happy customers? Well, yes, but the connections are more complicated than commonly assumed.
You can read the particulars in my latest column for Forbes.
February 14, 2017
It should not be surprising that people find many of their friends, their best friends, their girlfriends, their boyfriends, and even their spouses at work. Take such social creatures and put them in the same building for most of their waking hours and it’s bound to happen.
What’s surprising is how much employee engagement initiatives have presumed to ask about these very personal relationships in order to leverage them for profit. It’s intrusive, if not flat-out creepy.
My latest column for Forbes shares the latest stats and studies on a practice that needs to end.