Stephen Schiera

Recent Posts

Retaining Talent and Building "A Great Place to Work"

Posted by Stephen Schiera on May 25, 2018 2:41:13 PM

Using the Stay Interview for Retention and Culture Development

As companies are fighting for talent in a tight labor market there is a need for them to look at how they are retaining their best people and developing a culture that others want to join.  Too many times managers are focused on the negative aspects of managing people and do not take the time to develop the talent that's right in front of them. 

Today, departing employees are asked their opinions and experiences on their way out the door. These “exit” interviews can reveal some information about why people are leaving, however, the interviews are typically guarded and are certainly too late to affect retention. Instead, the "stay" interview is targeted at retention, exactly as its name implies. These simple conversations take the pulse of employees' current experiences, attitudes and opinions in a more routine cadence, enabling leadership to implement improvements before they have lost a valuable asset. 

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Going Beyond Customer Satisfaction: Measuring Customer Loyalty

Posted by Stephen Schiera on Aug 30, 2017 12:32:04 PM

Written by Steve Schiera, IMEC Regional Manager

Net Promoter Score (NPS) can be a valuable tool for measuring customer satisfaction, increasing customer lifetime value and reducing customer turnover. The happier your customers are the more referrals you will get and the more successful and profitable your business will be.

Because loyalty is so important to profitable growth, measuring and managing it makes good sense.  The saying “What gets measured gets done” is extremely relevant with customer satisfaction.  Many organizations have no method to obtain this critical information and many existing customer survey approaches have not proven to be very effective. Their complexity makes it difficult to get responses from your customers and they often generate flawed results.

By substituting a single question for the complex black box of the typical customer satisfaction survey, companies can actually put results to use and focus on the task of stimulating growth.

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