Undercover Boss gets the ball rolling by identifying one contributor of Customer Engagement – Employee Engagement
Just when I thought I had seen it all. Immediately after the Saint’s victory in the Super Bowl a program named Undercover Boss comes on touting executive leadership getting down and dirty and working on the front lines to see how their vision and plans have impacted the business as a whole. The first episode of this show took us inside the operations of Waste Management (WM) with the company’s president and COO who assumed a different identity who was expected to work in different roles with one premise – to learn more about the operations and life inside a company for an employee.
The executive worked in multiple roles with multiple individuals and ultimately revealed his identity to these vital resources who worked on these front lines to make that company offering possible. His open perspective and experiences will help that company move far beyond its competitors in this area and might ultimately set the standard in moving towards a fully engaged customer environment.
Undercover Boss identifies one key aspect that makes customer engagement all that much more viable – the concept that employees in a company can make or break the bonds that encourage healthy communication needed to fully engage customers and vice versa. If a company’s employees are not provided the right tools, time, procedures, and means to do what they do, it ultimately impacts how the customer sees them. In return, when a customer engages such an employee with advice and or insight, it is quite possible that the recommendations are met with much displeasure or no next steps at all.
Its incredibly important in today’s highly engaged environment that we focus on all the aspects that make customer engagement possible within a brand. Employee Engagement is one of many aspects that make this all possible.
Good Job to CBS for taking the initiative to put on such a great show that impacts virtually every person in America. I look forward to more of these great employee engagement experiences on Undercover Boss.
How Stuff Works: Keyword Reseach, Planning and Analysis
In a previous post, I discussed how keywords impacted how companies engaged their customers. Below is why I mentioned they were so important.
Keyword Research, Planning and Analysis Approach
I’ve broken the entire approach into 3 grouped steps. Something to note is that it does not take into account specifics related to social media. Those specifics will come out with the updated version due in a later post.
How Stuff Works: Search Engine Marketing Strategy Creation
Ever wondered what went into creating a search engine marketing strategy from a high-level point of view? Take a peek below at how I’ve developed a few SEM strategies in the past.
Search Engine Marketing Strategy Creation Process
Those nifty little words that your marketing counts on depends on a well thought out strategy just like this. Another thing that this kind of strategy impacts is how you engage you customers on all types of digital and emerging media channels. The right words associated with the right customer is the key to reaching an audience. More importantly, the right mix of each of the above variables (SEO, PPC or combination of the two) will ultimately impact the bottom line of marketing ROI.
