How Employee Engagement Drives Customer Satisfaction

Research shows there is a direct correlation between engaged employees and the satisfaction of your customer and ultimately achieving your business outcomes. In other words, employee engagement drives customer satisfaction. Richard Branson says, “Take care of your employees and they will take care of your customers”. Engaged employees are described as being fully immersed in and enthusiastic…

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HR, Who’s Your Customer?

Over the last 30 years I have worked for many organizations in HR positions with increasing responsibility. Regardless, I had discussions within each of those organizations about the concept of customer satisfaction. In my view, the only customer is those whom we sell our products or services to! They are the same who pay our salaries. Human resource staff, were routinely told, that they should…

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Diversity And Leadership – Right Topic Wrong Conversation

I have really grown quite weary of the "Diversity" debate. It's not that the diversity discussion doesn't have merit; it does. The problem is that people are having the wrong conversation. They are arguing the wrong points for the wrong reasons. Diversity has been hi-jacked by those who have a political agenda, and many leaders have simply surrendered to the pressure. Let me be clear: a leader's…

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