Importance of the Service Profit Chain Model

Service Profit Chain

Updated: February 29, 2024 What is the Service Profit Chain Model? The Service-Profit Chain is a theory and business model evolved by a group of researchers from Harvard University. In their book The Service Profit Chain – How Leading Companies Link Profit and Growth To Loyalty, Satisfaction and Value they prove the direct link between superior service… Continue reading Importance of the Service Profit Chain Model

The Importance & Definition of the Voice of the Employee

Voice of the Employee is Better Data

Updated: February 29, 2024 Voice of the employee has become increasingly important to leaders of organizations, leading the Society for Industrial and Organizational Psychology to list capturing the employee voice as the number seven workplace trend. As the emphasis escalates, many human resources leaders may be asking what is the definition of voice of employee and… Continue reading The Importance & Definition of the Voice of the Employee

Employee Onboarding Study Objectives and Definition

Onboarding Studies Work Institute

It’s true, you don’t get a second chance to make a first impression. Yet, many organizations don’t put their best foot forward when onboarding new employees. Moreover, many organizations are in the dark and don’t understand how they can better influence new employees in way that encourages them to stay longer. Onboarding studies are designed… Continue reading Employee Onboarding Study Objectives and Definition

Exit Interview Questions and Template for a Successful Interview

Exit Interview Questions and Template for a Successful Interview

Exit Interview Questions and Template for a Successful Interview Including an exit interview process is beneficial for all companies to improve employee retention and day-to-day operations in the future. Find out how to effectively conduct an exit interview to get the feedback you need. Learn why using a third-party exit interview template is the best… Continue reading Exit Interview Questions and Template for a Successful Interview

Defining Employee Stay Interviews

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Employees stay at organizations for different reasons than they leave, and nearly every organization is unique in the reasons employees stay.1 Therefore, Stay Interviews are common tools used in building effective employee retention strategies1. We have defined and detailed the many elements of conducting effective Stay Interviews in the Essential Guide to Conducting Stay Interviews,… Continue reading Defining Employee Stay Interviews

Employer or Employee-In-Control Marketplace

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The job market economics are clear. Regardless of the COVID distraction of the last several months, the escalating competition for workers and a shrinking talent pool will (again) likely come together, intensifying an employee-in-control marketplace. The need for trained and talented workers is likely to grow faster than their availability, again. A decrease in unemployment,… Continue reading Employer or Employee-In-Control Marketplace

Dependence on Ill-Defined Engagement Is a Mistake

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Organizations will continue to struggle with finding and keeping people and creating the workplace conditions necessary to drive productivity despite the recent modern workplace challenges. Organizations spend billions of dollars on employee attraction, retention, and development in an effort to manage, yet employees remain disengaged with their roles and disenfranchised from their companies. Organizations are… Continue reading Dependence on Ill-Defined Engagement Is a Mistake

Understand and Act on Employee Perceptions to Execute Growth and Productivity

Collect feedbak and Act on feedback

Understand and Act on Employee Perceptions to Execute Growth and Productivity As an organizational-behavior-management professional, it is relatively common for business leaders to tell me of their employee engagement strategies. I hear about casual dress days, wine parties, cappuccino machines, new compensation plans, flexible schedules, increasing work-from-home days, wellness and gaming apps, training, stock purchase… Continue reading Understand and Act on Employee Perceptions to Execute Growth and Productivity

Engagement Studies Should Help Reduce Turnover and Increase Retention. Have Yours?

employee discussion

Twenty years ago, I was invited to deliver the keynote address at a recruitment and retention conference in Las Vegas. I spoke with the event organizers to fully understand their objectives and then crafted the deliverables for my presentation entitled “The Differing Preferences, Expectations, and Intents of an Emerging Workforce.”   As it came time… Continue reading Engagement Studies Should Help Reduce Turnover and Increase Retention. Have Yours?

Employees Hold Power in Today’s Job Market

Employee Power Control

The job market in today’s economy continues to prove the power employees hold. The Bureau of Labor Statistics reports 2019 closed out with a 50 year low unemployment rate of 3.5% and a whopping 7.3 million job openings. This means the majority of open jobs will be filled by employees who are currently working.  … Continue reading Employees Hold Power in Today’s Job Market