Employees First… Years ago HCL Technologies needed a transformational change. New CEO Vineet Nayar decided to make a statement. He set out a new strategy focusing on putting “Employees First, Customers Second.” Vineet understood the importance of interactions between frontline employees and the customer. He calls these 24 inches the “value zone.” Nayar drew his […]
“Employees First, Customers Second.” Read More »
Note to the C-Suite: “Your culture is no longer what you tell employees it is. It’s the differentiated experience [DX] your team members have, how they feel about it, and most importantly, what they tell others about their experience.” Some years ago, I crossed paths with a friend from college named Tom Coyne. Tom and
Your culture is no longer what you tell employees it is Read More »
If there’s one work perk that rises above the rest, it’s flexible work arrangements. Flexible work arrangements are about control . . . and everyone wants flex. It was important 10 years ago. In 2011, a Coqual study showed that 87% of boomers, 79% of Gen Xers, and 89% of millennials cited flex as important. And it’s vital today
Flexibility: One workplace perk that rises above the rest Read More »
Employee benefits with the biggest impact on culture seem to be those that bring employees together. In “Green Goldfish 2.0” Lauren McGhee and I featured the case study of Assurance. The Illinois-based insurance brokerage has a whole host of incentives for its employees, including Starbucks coffee and yoga classes. Plus big-ticket items such as referral bonuses for new clients,
Bringing employees together has the biggest impact on culture Read More »
“Does this flexibility approach really work? Are employees really happier and more productive?” This is one of the questions I received a year ago while doing a webinar for EMIC Training. We were discussing ways to improve employee engagement during a crisis. One of the ways is to give your employees greater control over when
[Your brand today] is the differentiated experience (DX) your employees deliver. The second sentence in the DX manifesto speaks to the importance of culture and engagement: “Your brand today is no longer what you tell people it is.It is the differentiated experience (DX) your employees deliver.It is what you stand for and how your customers
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Coach Bruce Arians told his staff he would fire them for missing their kids’ events. The Super Bowl winner took over in Tampa Bay in 2019 and laid down the rule early. He recently shared the strict rule with journalist Peter King, “I told my coaches in our first meeting, ‘If you miss a ballgame,
How Coach Bruce Arians is tapping into a key element of employee engagement Read More »
“Satisfied employees lead to satisfied customers. Long-term employees lead to long-term relationships with customers.” Employee experience matters. This is one of 11 takeaways from the book Green Goldfish 2.0, co-authored with Lauren McGhee. Here’s a handful of others: NEED TO GO BEYOND DOLLARSStudies show financial compensation is not a strong long-term motivator for employees. Money
Employee Engagement: 11 Takeaways from Green Goldfish 2.0 Read More »
Onboarding is critical because employees make the critical decision to stay or leave within the first six months. First impressions matter when creating a differentiated employee experience. When new hires participate in an onboarding program, the company can reap major benefits. Research by Glassdoor found that organizations with a strong onboarding process improve new hire
Employees decide to stay or leave within the first six months Read More »
What’s the most important measurement in customer experience? It’s the last two feet of a transaction—the space between the employee and the customer. Vineet Nayar, former CEO for HCL Technologies, refers to these 24 inches the “value zone.” Nayar came to realize that HCL’s frontline workers were the true custodians of the brand and drivers
Vineet Nayar’s employee-first culture Read More »
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Stan Phelps, CSP® is a keynote speaker and workshop leader who helps brands stand out, engage teams, and drive lasting impact through innovation.
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