EEA – THE BLOG
This is Enterprise Engagement at the Front Lines
Engagement isn’t just a buzzword or a nice to have; it’s a formal business practice to achieve key goals that permeates the way organizations lead, coach, measure, communicate, teach, reward, etc. As seen in these photos, The Container Store brings the concept of Enterprise Engagement right into the home by prominently conveying its values on […]
The Challenge Customer: The New Bible for Sales and Customer Engagement
The Challenger Customer is outright one of the most important business books I have read related to sales and customer engagement. Granted, many of the lessons of this book echo – albeit from a different perspective – some of the fundamental elements of the Enterprise Engagement framework, but The Challenge Customer goes way beyond the […]
Major Promotions Link Employees and Customers in Innovative Ways
The new Starbucks and Spotify promotion is notable on many levels for those who follow the loyalty business, but what struck us was the way the promotion ties together the company’s partners (employees) and customers. Up to 150,000 Starbucks employees will receive free monthly subscriptions to Spotify which they, along with customers, will be able […]
BIG PICTURE – The Customer Experience Director Dilemma
Although I don’t actually have the statistics to back it up, it appears that more companies are creating the position of Customer Experience Director. I believe this position will eventually be the critical driver of Enterprise Engagement. Based on what we’re hearing, companies aren’t quite sure of the qualifications for this new position. Since it […]
Measuring Engagement with a Balanced Approach
Gary Rhoads, Professor of Marketing at Brigham Young University, was one of the Keynote speakers at the recent RPI Conference/R&R Expo in New Orleans. Professor Rhoads was talking about the critical link between the voice of the customer and the voice of the employee as it pertains to enterprise engagement. In discussing measurement, he noted: […]
Customer Experience Meets Employee Engagement
The Marcus Evans Customer Experience Conference in Chicago, July 17-18, will include a special half-day presentation of the Enterprise Engagement Alliance curriculum on July 16, as well as several sessions on connecting the employee and customer experience. The high-level program attracts chief executives, vice presidents, directors and senior managers from the consumer products, retail, travel and […]
The EEA Social Footprint
