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gamification work feedbacks participation engagement

"Organizations have been trying for years to cultivate employee engagement. Like JetBlue, they persist in their efforts for good reason. One of the most powerful factors that spur customers to become advocates for a company is employees’ positive behavior and attitude. Bain consumer surveys show that the overall experience of dealing with a company often matters much more to customers than price or brand or—in industries with a big service component, such as home insurance and retail banking— even product features alone."

engagement customers advocacy service NPS management humanresources employeesengagement feedback metrics customerexperience

"Most customers now ignore targeted marketing campaigns, avoid responding to offers, and provide minimal feedback when asked. Instead, potential customers interact with each other, bypassing sanitized corporate messages devoid of meaning or value.

Meanwhile, employees increasingly look beyond compensation to non-monetary factors such as advancement, recognition, and corporate social responsibility in choosing where to work. And with the retirement of the Baby Boomers looming, attracting, retaining, and growing the next generation of leaders is an essential task for any organization."

marketing humanresources values culture community context stakeholders employees engagement

"What Really Replaces Marketing (Madness)
Here’s my take on What Really Replaces Marketing (Madness). I will do so following the story line of my recent Guest Lecture for the Marketing faculty, headed by Peter Verhoef, of the University of Groningen (The Netherlands). The guest lecture was titled: Marketing Leadership in age of Service."

marketing service customersupport customers communities engagement partnership metrics value serviceeconomy

"A recent study by PulsePoint Group in collaboration with The Economist Intelligence Unit titled, “The Economics of A Fully Engaged Enterprise” (their definition is close to that of a social business, see below) found that companies that fully embrace social business initiatives are experiencing four times greater business impact than companies that do not."

socialbusiness study enterprise2.0 ROI benefits engagement socialengagement

"Nul ne peut l’ignorer, les pratiques RH évoluent à vitesse grand V au sein des organisations. Comment les entreprises font-elles face à ces changements ? Il semble que certains DRH voient dans la R&D une alternative crédible pour développer des solutions et produits innovants en matière de ressources humaines."

humanresources r&d innovation engagement employeesengagement retention risk motivation competencies talent talentmanagement

"The race for skilled talent is picking up speed and could have long-term implications in the job market. A Human Capital Zeitgeist, is emerging as companies big and small are getting smacked with the realization that talent management is SO critical to competing in a volatile marketplace, they might actually have to throw a bit more respect at the “human” in the human capital equation."

humancapital recruitment humanresources attraction talent engagement loyalty stress wellbeing worklife worklifebalance talentmanagement resilience

"Frequent airplane passengers are likely to have read the following message prior to watching an in-flight movie: “the following film has been modified from its original version. it has been formatted to fit this screen.” for purposes of this airborne analogy, let’s fasten our seatbelts, power off any electronic devices, and firmly adjust our trays to the upright position. Better yet, let’s substitute the word film for new employee and the word screen for organization so it reads as: “the following new employee has been modified from its original version. it has been formatted to fit this organization.”"

organization employees leadership onboarding culture behaviors learning operations engagement audience transformation change competencies

"One of the things you might notice about these timely entities who claim to be from the social media realm is that they have a set of buzzwords at their disposal ready to “wow” their potential client or employer. These buzzwords can be picked up from simply monitoring a #socialmedia search on Twitter for a day or two: listen, connect, dialogue, share, and of course the mot du jour - ”engage”. For those who of have been inured to these common words, they know that – when these words are said on their own – they are equivalent to the guttural conversation utterances of “like” and “literally” – words that, through repetitive clumsy use, have nearly lost all substantive meaning and can no longer be recovered from that unctuous abyss of sloppy vernacular; simply put – these words are social media conversation fillers."

socialmedia engagement buzzword

" People buying social software want to make sure their employees will use it. They want to understand the best way to phase-in enterprise social networking and work with employees to post and share information.

These questions are logical because they are almost always coming from their past experiences with existing portals and intranets that may not have had the ROI and usage expected of them. Therefore, many prospective buyers of Enterprise Social tools want to really map out adoption best practices, with a heavy emphasis on driving people to actively participate, and measure and track that activity, i.e. posting messages."

socialsoftware adoption participation activity socialbusiness enterprise2.0 engagement

"Nine years ago, when I launched The Energy Project during an economic boom, it was nearly impossible to find senior leaders open to the idea that demand was exceeding people's capacity, and that it was critical to the bottom line to teach employees new ways to manage their energy more skillfully."

work management engagement trust distraction satisfaction burnout emotionalintelligence sustainableperformance performance wellbeing

gamification video engagement adoption

"Les laboratoires d’IBM planchent sur des outils d’analyse textuelle et décisionnelle destinés à hiérarchiser, au sein des communautés, les contenus les plus populaires, identifier les contributeurs les plus actifs ou cerner les questions les plus courues. "

IBM socialnetworks analytics communityinsight gamification engagement

"

John Battelle, the founder and executive chairman of Federated Media Publishing, explains in this interview what it means to understand content not as a constellation of sites, but as a system of conversations – and looks at the implications for marketers. "

economy conversation conversationeconomy engagement marketing socialmedia metrics kpi

"The term “engagement” has become increasingly popular among organizational professionals when talking about how to build better relationships with customers, channel partners, employees, volunteers, or even voters. More than half-a-dozen conferences on engagement were held last year in the U.S., and a growing number of companies, including industry leaders Astra Zeneca and Pepsico, have executives with the term “engagement” in their title.

Why the interest and why now? In the past, engagement was a “warm and fuzzy” term. It made sense that organizations did better when their communities were fully engaged, but, from an economic standpoint, it was difficult to measure. The rare organization whose CEO was committed to engagement generally did so as a matter of common sense or faith. "

engagement management enterprisengagement leadership measurement

"Also, truthfully, I’m kind of uncomfortable with this post too. While I’m pretty sure my conclusion is right, I’m not entirely at ease with what it took to get there. I’ll leave it at that. So I reserve the right to treat this as a work in progress.

Also, Part II of this post is on PGreenblog here. The actual “predictions” are there. This part is the explanatory justification for what I see as the shifting of the dynamics in the (social) business world."

crm socialcrm customer socialcustomer customerengagement loyalty engagement systemsofengagement

"Four years ago, we began a study into the future of people management with our report, ‘Managing
tomorrow’s people – the future of work 2020’, which explained how globalism, technology, and sociopolitical
and demographic changes would influence the way businesses operate in the future."

humanresources millenials pwc presentation motivation engagement career

"Un article récent de Jonathan Miles sur son blog intitulé “A group of would be friends” (« Un groupe d’amis potentiels »), dont l’origine est partie d’une discussion sur twitter, s’interroge sur les raisons pour lesquelles les gens ne s’engagent pas dans l’apprentissage. Jane Hart pense que ce phénomène vient du fait que les gens ne sont pas intéressés par leur travail ; par conséquent, comment pourraient-ils être intéressés par l’apprentissage ? On a demandé à Jonathan de raconter son histoire, qui correspond au propos de son post. C’est un bon exemple d'une communauté qui s’épanouit dès lors qu’elle se construit sur l’humain. Et si Jane a tout à fait raison, sa réponse n'est qu'une partie du problème."

learning engagement change communities humanresources

"But is there a direct correlation between employee investment and the balance sheet? As Prof. James L. Heskett wrote in his latest book The Culture Cycle, effective culture can account for 20-30 percent of the differential in corporate performance when compared with "culturally unremarkable" competitors. "

bestplacetowork culture engagement human resources talentmanagement retention talentretention

"These days, customer service seems to be a contradiction of words and intentions. Year after year, customers are appealing for attention, efficiency and a communicated sense of being appreciated. After all, what is the value of customer acquisition if retention itself isn’t valued? Now with social networks becoming the preferred channel of communication among connected consumers, businesses are losing ground and faith. The reality is that customers will share their experiences whether positive or negative and they will influence the decisions of others. The question is, how are you changing your service model to shape and steer experiences that deliver value to customers and also back to your business?"

socialmedia customerservice customercare socialcrm crm customerexperience customerengagement engagement customer socialcustomer NPS SPS