Report: Best Practices for Actively Listening to Employees

1308_EEListening_v1_Page_01We just published a Temkin Group report, Best Practices for Actively Listening to Employees with case Studies from Adobe, Fidelity, Microsoft, TELUS, and USAA. Here’s the executive summary:

Employees are a valuable asset, not only for what they do but also for what they know. Unfortunately, companies regularly underuse or outright ignore their insights. To understand what it takes to tap into employee knowledge, we researched best practices in employee listening. Our analysis uncovered four key areas of listening: employee satisfaction and engagement, customer experience engagement, customer experience improvement, and employee experience improvement. This report outlines case studies from five companies with robust employee listening programs: Adobe, Fidelity, Microsoft, TELUS, and USAA. These firms shared many strong practices, from structured listening programs—like Adobe’s annual employee engagement survey and USAA’s pulse polls—to interactive and adaptive efforts like TELUS’s Habitat Social online platform, Fidelity’s Voice of Customer Ambassador program, and Microsoft’s Last Mile Excellence process. We recommend implementing an employee listening blueprint that includes annual surveys, pulse surveys, and online forums.

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Here’s an overview of some of the best practices across the five case studies:

Figure4

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The bottom line: Employees are an asset, listen and learn from them

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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