The Employee Engagement Blog

The Employee Engagement Blog

Stephen Spiegel

Recent Posts

How to Use Customer Feedback to Outshine Your Competition

Posted by Stephen Spiegel on Feb 7, 2018 9:00:00 AM

What to do with customer feedback to make your company amazing.

How would you feel if you expressed a complaint to a person and they walked away as if nothing had happened? That is exactly what companies are doing when they fail to act upon the feedback they receive.

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Topics: customer feedback, customer retention, using customer feedback

Making Room for Employee Engagement is Critical for MSPs

Posted by Stephen Spiegel on Jan 24, 2018 9:00:00 AM

There’s simply no such thing as a “one size fits all” approach to sustaining employee morale and engagement. You’ve got to take the individual route.

You hear a lot about how company culture is important, but what if you’re in the business of helping to run other companies? That’s the dilemma faced by many MSP companies. Employees spend their time solving problems and putting out fires for many different companies.

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Topics: employee engagement, employee appreciation

Customer Retention Means Holding Them Accountable

Posted by Stephen Spiegel on Jan 10, 2018 9:00:00 AM

How to retain clients and encourage customer feedback.

Is the customer really always right? Of course not – wait, scratch that – our customers are always right. Okay, we admit, that would be impossible... almost as impossible as holding your clients to the fire when they neglect their role in your relationship.

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Topics: customer feedback, customer retention

Uncovering The Hidden Powers of Peer Recognition

Posted by Stephen Spiegel on Dec 20, 2017 9:00:00 AM

We know how important employee recognition is coming from the boss, but how does it stack up coming from a peer?

While it’s important for managers and the Human Resources department to be on the lookout for up and coming talent within an organization, it isn’t the only way to identify potential leaders within your ranks. Peer recognition is now being touted as one of the best ways for top performers to gain a spot in the limelight. An article from Harvard Business Review put the magnifying glass on the correlation between peer recognition and unidentified leadership qualities. What they found buried in the peer recognition data is that employees who received high volumes of positive recognition from their peers are often the most collaborative players on the team: a trait highly associated with effective leadership.

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Topics: employee recognition, employee engagement, peer recognition

What Do High Performing Companies All Have in Common? Happy Employees.

Posted by Stephen Spiegel on Dec 6, 2017 9:00:00 AM

The link between employee satisfaction and productivity is simpler than you think.

Every year, Glassdoor compiles a list of the “Best Places to Work.” The good people over at Glassdoor measure the quantity, quality, and consistency of employee-submitted reviews for companies across the nation, and the globe, to come up with a comprehensive catalog of 50 companies that employees absolutely adore. It turns out, the same companies that make the Best Places to Work list, also top out the S&P 500 according to CNBC. Coincidence? We think not.

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Topics: employee engagement, employee satisfaction, productivity, employee productivity

Survey Incentives:  What You Need to Know

Posted by Stephen Spiegel on Nov 22, 2017 9:00:00 AM

Offering an incentive for customer feedback is tricky, but profitable.

Most of us have been asked to take a customer feedback survey, but unless we’re blown away by a service, or angry as a badger, it’s unlikely we’ll justify taking the time to submit to the request. That’s where incentives come in – you scratch our back, we’ll scratch yours. 

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Topics: managed service providers, customer feedback, surveys

Should You Use Social Media to Solicit Customer Feedback?

Posted by Stephen Spiegel on Nov 8, 2017 9:00:00 AM

The pros and cons of social media to get customer opinions

Social media is a popular way for companies to engage with customers one-on-one. Many companies use their social media platforms as a way to solicit feedback and learn what “fans” are thinking so they can address potential problems. On the flip side, more and more customers are choosing social media as the preferred method for reaching companies when they have an issue. In fact, a Conversocial study found that 43% of customers now expect social media channels to be integrated with other customer service channels.

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Topics: Customer Service, customer feedback

KISSing Customers: Cognitive Overload and How It Gets in the Way of Feedback.

Posted by Stephen Spiegel on Oct 25, 2017 2:37:00 PM

If you ask your customers to think too much about the job you’re doing, they’re not going to tell you how well you’re doing it.

No question about it. We want to get feedback from our customers – but here’s the thing: they’re not always willing to tell us what they think, even when we offer them the opportunity. What’s up with that?

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Topics: crewhu features, managed service providers, Customer Service, customer feedback

Why You Should Crave Negative Customer Feedback

Posted by Stephen Spiegel on Oct 11, 2017 2:16:00 PM

Finding strength in humility.

You’ve failed – a customer is livid, ranting, and talking about going elsewhere. Convention demands a calm, non-defensive, humble exterior; after all, the customer’s always right – even when they’re wrong. Handling criticism functionally might be the most difficult aspect of conducting any type of business; it’s also the most crucial

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Topics: employee engagement, crewhu features, managed service providers, Customer Service

The Absolute Most Valuable Things Employees Want from You

Posted by Stephen Spiegel on Sep 27, 2017 2:12:00 PM

It’s reinforcement that you should never hold fast to the tenet of “business as usual.”

How’s your budget? Have you funded it to the “money is no object” level so you can attract the top talent? Don’t be too upset if the answer is no. 

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Topics: employee recognition, employee engagement, crewhu features, managed service providers