Zelf heb ik, in verschillende rollen -manager, product eigenaar en nu als management & change consultant- uit eerste hand de transformerende kracht gezien die effectief leiderschap heeft op organisatorische veranderingen. Met vallen en opstaan heb ik geleerd (en leer nog elke dag nieuwe dingen) welke cruciale rol leiderschap speelt bij het sturen van succesvolle verandering(en).
It seems obvious that happy employees create happy customers. But as the world gets back to work post-pandemic, will organizations be able to keep their employees happy, healthy, and engaged in order to create those great customer experiences?
The typical support “strategy” is to let common issues roll in for your support team to address. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. This is costly not just for your team’s bandwidth and budget – but also for your customers’ satisfaction and overall perception of your brand.
Employee engagement defines the emotional commitment and sense of responsibility that an employee carries towards his/her organisation, its goals and visions. The repercussions of the Covid-19 pandemic have urged employees to shift to working right from their dwelling places. This has impacted their work lives in both positive and negative directions.