2 Posts found for Author: Rob Markey

AT&T has built a digital infrastructure enabling all employee suggestions to be logged online. A small, dedicated team regularly reads and triages the suggestions, sending each promising one to a designated leader or expert who is obligated to consider it and respond. Employees can see the progress of each suggestion and log comments. Other companies have developed systems that enable employees to “vote up” or … [ Read more ]

Author: Rob Markey | Source: “The four secrets to employee engagement” | Original Publication: Harvard Business Review | Subjects: Management, Organizational Behavior | Company: AT&T

If all you do is “empower the front line” — grant your employees more freedom to wow customers — they will almost certainly strike the wrong balance between customer delight and shareholder returns. The key to success in empowering frontline employees lies in giving them a framework within which to operate — and feedback about how they are performing within that framework. Take TD Bank, … [ Read more ]

Author: Rob Markey | Source: “Earn Customer Loyalty without Losing Your Shirt” | Original Publication: Bain | Subject: Customer-Related