|
|
|
|
FEATURE
ARTICLE |
|
|
Employee
Engagement: Sounds Good...But What Does It Mean?
|
 |
|
By Sean McDade, Ph.D.
Director of Research |
|
THERE HAS BEEN A GREAT DEAL OF DISCUSSION recently around
the issue of how to engage employees in order to improve
business performance. This article will serve to challenge
some of the preconceptions that seem to be entering the
corporate world around employee engagement...and what this
term really means in the workplace.
Engagement is vital... but what
is it?
A traditional definition of employee engagement is
straightforward: engagement is the overall job satisfaction
of the employees. A standard approach of many organizations
is to have the employees complete a satisfaction survey once
a year where the "job satisfaction" question is deemed as
the most important outcome.
Click
to read the full article
|
|
|
|
|
|
|
|
|
|
LRA Worldwide CEO Rob Rush Delivers Customer
Experience Management Message at Canadian Banking
Conference Series
HORSHAM, Pennsylvania - Rob Rush, President and CEO
of LRA Worldwide, made the speaking rounds north of
the border in June at a series of conferences
sponsored by Farm Credit Canada (FCC), Canada's
leading agricultural lender. The focal point of the
tour was the FCC Annual Conference in Regina,
Saskatchewan on June 2nd, where Rush outlined the
importance of
Customer Experience Management (CEM)
in the financial services industry and the role it
will play in FCC's ongoing enterprise integration
and innovation initiative.
Click to read the full Press Release |
|
LRA Worldwide CEO is a Featured Speaker at the 2005
Colorado Ski Country USA Annual Meeting
TELLURIDE, Colorado/HORSHAM, Pennsylvania - Rob
Rush, the CEO of LRA Worldwide, spoke to the
attendees at the 2005 Colorado Ski Country USA
Annual Meeting, held in Telluride, Colorado, June
7-9. The presentation, which examined the customer
strategy of companies that excel in customer
"experience" and loyalty and how they might apply to
the ski industry, took place on Wednesday, June 8th
at the Wyndham Peaks Resort and Telluride Conference
Center.
Click to read the full Press Release |
|
|
|
|
|
|
|
SAVE THE
DATE! |
|
 
Join LRA at the 3rd Annual North American Conference on
Customer Management this October 16-19th in Orlando! LRA
Worldwide is one of the event sponsors and LRA President and
CEO Rob Rush is a featured speaker. Click
here to learn more about the conference - register
before August 1st with the priority code LRA-MI and get 25%
off the registration fee. See you in Orlando! |
|
|
|
|
|
|
|
 |
|
New Rules of The Game in an "Experience Economy"
Resort & Recreation - Spring 2005 - By Rob
Rush
Golf as a destination attraction is still viable;
the old standard of commercial recreation still
attracts a loyal following. However, after years of
flat player growth and course overbuilding, the
"Build it and they will come" era of golf course
development and management is pretty much over.
Click to read the full article (Adobe Acrobat
PDF) |
|
|
Organizational
Development Veteran Dominique Morrow Joins LRA
Worldwide as a Senior Consultant
LRA
Worldwide announced the hiring of Dominique Morrow
as a Senior Consultant. Dominique joins LRA with 17
years of consulting and project management
experience in the fields of organizational
development, change management and training.
Learn more
|
|
|
|
|
|
|
|
|
 |
Starwood Latin America
The "Baby Come Back" Reward & Recognition
Program |
|
|
|
It's not easy to change a culture.
That truism from the mouth of Oscar Gomez Comelli, the
Director of Quality for Starwood Hotels & Resorts - Latin
America Division (LAD), was the launching point for an
innovative internal program designed to increase guest
retention...LAD leadership recognized the straight line
between a strong guest service culture, a proactive problem
resolution system, guest satisfaction levels and guest
retention and acted on it.
Thus, "Baby Come Back" was born. The program was branded
internally via an employee contest and was named to embody
the new culture (and the methodology behind it) designed
with one ultimate goal - convince guests to
return.
The structure behind the program is quite simple. LAD
acknowledged that the nature of the business is such that
there will always be problems. By focusing on
identifying and solving guest issues before the guest can
even work up a hint of an annoyed lather, Starwood LAD
realized that they could appear more responsive in the
guest's eyes than if they had provided a zero-defect
experience to begin with.
The question - how do you motivate your employees to
recognize and react quickly to their own service
deficiencies? The answer - put those who do exhibit the
desired behaviors on a giant pedestal, publicly and
financially. And make certain that those who don't get
with the program never feel the warmth of that spotlight...but
are given plenty of encouragement, incentive and instruction
on how to get there.
At Starwood LAD, that translated into quarterly winners at the
divisional level for Problem Identification and Problem
Resolution. The recognition ceremonies, of course, stayed
focused not on the specific problems and how they were
handled, but how the employee actions saved a guest stay and
encouraged a return visit.
And that is how you begin to change a culture. Of course,
it also helps to have a snappy theme
song. |
|
|
|
|
|
|
|
|
|
LRA Welcomes these new clients to the family! |
|
|
|
|
|
|
|
|
|
|
|
LRA Worldwide is a leading consulting and research company
that specializes in Customer Experience Management (CEM).
LRA helps companies and brands design and deliver
exceptional customer experiences across all key touch points
using an integrated suite of services that measure and
improve service quality, customer satisfaction, employee
performance, loyalty and profitability.
LRA specializes in "operationalizing the brand"
-
turning
brand promise and customer strategy into operational
reality. LRA's suite of CEM services includes Standards and
Practices Development, Training & Workplace Learning,
Customer and Employee Research and Quality Assurance; these
are deployed together in a process that continually monitors
and improves the customer experience.
LRA has deep sector expertise in the
automotive, financial
services, healthcare, hospitality, leisure
& real
estate, retail, consumer goods &
services, sports
and entertainment, and travel and
transportation industries.
For more information, visit the company's
Web site
at
www.LRAworldwide.com.
|
|
|
|
|
|
|
Legal
Notice. If you received a mailing
from us,
(a) your email address is either listed
with us as
someone who has expressly shared this
address for the
purpose of receiving information in the
future ("opt-in"),
or (b) you have registered or purchased or
otherwise
have an existing relationship with us. If
do not wish
to receive this newsletter, use the "leave
mail list"
link below.
Your
privacy is important to us. We never
share, sell,
or rent personal information without your
advance
permission or unless ordered by a court of
law.
|
|
Click
here to avoid
receiving future e-mails from us.
Click
here to modify
your profile.
Click
here to view
this e-mail as a web page. |
|
|
|
 |
