Who Drives Employee Engagement in an Organization?

At Pure, our aim is to support local organizations to source, develop and retain top talent which in turn contributes to organizational growth. Sharing employee engagement ideas further supports this. The Institute for Employment Studies (IES) describes the achievement of employee engagement as organizations developing…

How to Use People to Activate Your Employer Brand

What’s the best source of talent attraction at your company? Chances are it’s your own employees. This week, we’re speaking to a pharma giant has a strong human focus in its employer brand activation. John Graham Jr. is the Global Talent Acquisition Social & Digital Strategy Lead at Merck….

5 PR Crisis Lessons from the Tide Pod Challenge

Image source: Mike Mozart via Flickr A PR crisis typically involves employee mistakes or malfeasance, natural or manmade disasters, or regulatory actions. The Tide Pod Challenge demonstrated how young consumers intentionally misused a company’s product and created yet another kind public relations dilemma. In the…

You’re Doing It Wrong: What to Measure in Customer Service

Image source: Pixabay.com Last week, I shared how early on in my career I managed a technical support and customer service center and service was considered a cost center and a necessary evil. How times have changed, and how far most companies have come in…

You’re Doing It Wrong: Why Customer Service Is More Than A Cost Center

Image source: Pixabay.com Several years ago, I got my start in customer service in a call center for a major software corporation. I didn’t start at the top or even in the middle; I was a frontline technical support analyst. Over time, I advanced in…

Resolve to Connect Customer Service To Other Teams in 2018

Source: Pexels.com The critical importance of customer service has become increasingly clear to companies across industries. A survey by Forbes magazine found over half of respondents (59%) reported a bad experience caused them to stop buying from a company. On a more positive note, Bain…

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