Customer Engagement

Kicking off the new Enterprise Engagement Alliance Brand Engagement 360 Knowledge Management program with the Association of National Advertisers, this primer on Brand Engagement 360 is prepared for marketing and agency management ready to implement a strategic brand engagement process that includes its internal and other stakeholders--including employees, distribution and supply chain partners, communities, volunteers, donors etc. This article summarizes the two key phases of the process: 1) Strategic brand purpose definition and 2) Implementation. Neither require major investments in time and money and in fact are designed to save both over time while enhancing performance and stakeholder experiences through greater alignment and efficiency. These processes are based on over 40 years of academic research and processes time tested in the world of total quality management in factories around the world. ... [ read more ]

This "model" human capital report condenses the longer profile of the "ideal" practitioner of Stakeholder Capitalism - a fabricated organization known as IMC, an integrated communications company. See ESM: -"The Perfect Company: Anatomy of an Ideal Practitioner of Stakeholder Capitalism." This model was created to help organizations of all sizes visualize the format and contents of a human capital report based on ISO 30414 Human Capital reporting standards for employees and ISO 10018 People Engagement standards for customers, channel and supply chain partners, and communities. ... [ read more ]

In this recent Enterprise Engagement Alliance YouTube video update on Stakeholder Capitalism, Leo E. Strine Jr., former Delaware Supreme Court justice, and an early advocate for the Public Benefits Corporation statutes, with Larry Beeferman, Fellow on Work Life and Labor for the Harvard Law School, refute the notion that Stakeholder Capitalism has anything to do with politics. ... [ read more ]

This one-hour EEA webinar with marketing and human capital experts will explain the benefits of publishing human capital reports to engage customers, employees, distribution and supply chain partners, and communities, as well as provide an overview of the implementation process. ... [ read more ]

The concept of Stakeholder Capitalism has existed for decades but there remains confusion about the definition that is either a natural phenomenon with the emergence of any new concept or in some cases an effort to poke holes in the concept by deliberately mis-defining it. ... [ read more ]

Last week, the Enterprise Engagement Alliance released its updated Enterprise Engagement for CEOs: The Little Blue Book for Stakeholder Capitalists. This week, it has published its updated Enterprise Engagement: The Roadmap - How to Implement Stakeholder Capitalism to provide management at all levels a comprehensive implementation guide with detailed information on the theory, economics, and practices of Stakeholder Capitalism and human capital management across the enterprise. ... [ read more ]

The Enterprise Engagement Alliance's newly updated Enterprise Engagement for CEOs: The Little Blue Book for Stakeholder Capitalists provides boards and senior management with a short course on how to turn theory into action. A recent survey by the Conference Board found that 92% of CEOs agree with the shift to Stakeholder Capitalism and 82% say they have begun the implementation process. ... [ read more ]

With an increasing focus on professional program design, return-on-investment management, and effective human capital management and reporting, everyone in business can benefit from the most comprehensive, authoritative knowledge management center in the field of stakeholder engagement.... [ read more ]

As author of Strategic Management, A Stakeholder Approach, first published in 1984, R. Edward Freeman can be considered one of the founders of the theory underlying the Stakeholder Capitalism movement of the 2020s. He's Professor at the Darden School at the University of Virginia and of the more recently published Stakeholder Theory, an update on the topic since the publication of his first book. ESM recently interviewed Freeman to learn his views on the state of the Stakeholder Capitalism movement.... [ read more ]

EGR International was one of the first firms to position itself as an enterprise engagement agency to help organizations align all stakeholders around a common vision. It was also one of the first in the incentive field to diversify beyond face-to-face events and incentive programs into other forms of communications through its in-house creative agency BlackLab Media.... [ read more ]

Co-founded by former Maritz Chief Data Analyst Jesse Wolfersberger, Vrity provides technology enabling companies to get a real-time view of how they are seen by consumers. ... [ read more ]

When the subject of Stakeholder Capitalism and reporting comes up, the first challenge often is: provide an example of an organization based on Stakeholder Capitalism principles and of an ideal human capital report. ... [ read more ]

Despite all the talk about innovation in CX (Customer Experience), most observers say that customer service, in the US at least, is as bad as quality manufacturing was in the 1980s, before ISO 9000 quality standards and the concept of Total Quality Management took hold. Today, while quality in US manufacturing has steadily improved, the American Customer Service Index remains mired in the low 70% range.... [ read more ]

The Enterprise Engagement Alliance has created the first formal learning and certification program on Human Capital Management, Measurement, Employee Engagement ROI, and Compliance for chief financial officers for CFO.University, a leading community for CFOs that will qualify CFO.University members for an EEA CFO certification.... [ read more ]

A continuing education program for CFOs (Chief Financial Officers) and attorneys on human capital management, reporting, and ROI of engagement in the new world of ESG (Environmental, Social, and Governance) is the topic of a four-hour virtual workshop for attorneys and accountants seeking to maintain their accreditation through continuing education. The program, set for May 15 from 9 am to 1 pm, is open to anyone in business for $49. ... [ read more ]

This book is designed to help organizations of all sizes design and implement an effective system for collecting and sharing employee knowledge - a strategy that is even more critical in the work-from-home environment. ... [ read more ]

This new employee benefit company aims to address a key cause of lower productivity and absenteeism—financial stress. While ProsperBridge offers a particular benefit to lower wage-scale employees, the founders aim to address the 800-pound gorilla in the room in almost any workforce—the challenges most people face managing their money, no matter how much they make. ProsperBridge also provides a unique professional opportunity for professionals in human resources or other small businesses that provide engagement services to clients. ... [ read more ]

One10 Marketing, a top-10 full-service performance improvement company, faced the pandemic by finding new ways to serve customers and leverage its people and expertise, says Richelle Taylor, Vice President Strategic Marketing. It is helping companies rapidly shift to new ways to engage, from moving travel incentives and meetings to merchandise and other rewards and virtual events; connecting to the hearts and minds of employees through enterprise engagement technology and effective communications and training, and by helping clients benefit from analytics to make better decisions.... [ read more ]

This Enterprise Engagement Alliance Zoom show on Thu., Nov. 19 at 1 pm ET US features leaders in human capital management, measurement, accounting, and disclosures on what may be one of the most significant changes in business in a generation: the materiality of human capital. ... [ read more ]

The EEA's Engagement Agency service has launched a turnkey solution for human resources, marketing or independent entrepreneurs seeking to profit from the emerging field of human capital management, metrics, ROI of engagement and brand story telling.... [ read more ]

The RBL Group (RBL) and CorpU have co-created, refined, and delivered an Organizational Guidance System (OGS) to help organizations more effectively achieve their goals. For a limited time, they are inviting organizations free access to an assessment tool to “identify specific paths to achieve the results you want to impact for talent, business performance, customers, and investors.” ... [ read more ]

A human resources visionary will discuss the emerging concept of Stakeholder Capitalism, the coming human capital mandate and the challenges and opportunities presented to the human resources management community in this new EEA Zoom series: Stakeholder Capitalism in Action, kicking off June 16 at 12 pm, ET. The program will be followed on June 24 at 1 pm ET with a new EEA Zoom show on Measurable Engagement Solutions, focused on what CEOs and HRs need to implement Stakeholder Capitalism principles. ... [ read more ]

Founder Bob Dawson's ROI measurement platform is now in the hands of Agility Growth Partners, a Birmingham, AL firm that focuses on implementing growth solutions for clients.... [ read more ]

The key findings of the Enterprise Engagement Alliance webinar on Human Capital Management, Metrics and ROI of Engagement held May 19, 2020: Most attendees agree that Covid-19 will put an even greater focus on people and that very few organizations have a strategic and systematic approach to stakeholder engagement. Trust will be a critical factor as we come out of the crisis. ... [ read more ]

Professors from Harvard Business School, University of Virginia's Darden School of Business and George Washington University author books that include the fundamental need for CEOs to lead a strategic and systematic approach to addressing the needs of all stakeholders. ... [ read more ]

Laura Queen rose through the ranks of human resources at multiple companies for more than 20 years. She made the decision to use her expertise to assist mid-cap private equity, venture capital and strategic buyers in mitigating risks by better evaluating the human capital aspect of potential acquisitions. ... [ read more ]

The new GRS rewards catalog uses artificial intelligence to display the brands and products most likely to appeal to program participants. ... [ read more ]

A one-hour webinar presented by the faculty of the Enterprise Engagement Alliance clearly shows the key human capital metrics organizations can use to better achieve their goals and how to design return-on-investment based engagement processes. ... [ read more ]

Gary Rhoads, Co-Founder of Xvoyant.com, a SaaS-based software to support effective one-on-one sales management, believes that the current crisis could cause a permanent change in the way organizations engage their people and sell. ... [ read more ]

The Northwestern University Law School’s Workforce Science Project is hosting the first certification preparation program for ISO 30414 Human Capital Reporting and ISO 10018 Quality People Management standard, the first of which was recently achieved by DTE Energy... [ read more ]

As the SEC weighs final rules for human capital disclosures following the commenting period that just closed, SEC Chair Jay Clayton expresses strong support in a recent Dublin speech.... [ read more ]

Bruges, Belgium-based Motisha, a European engagement and incentive platform, has recruited Fintan Connolly from Workhuman.com to help it create a platform to power the discipline of enterprise engagement. ... [ read more ]

In its quest to provide clients a lifetime career management solution, E2E Group has the potential to transform the traditional recognition field from focusing primarily on rewards and technology to providing full-service human capital management solutions. ... [ read more ]

This interview with Jim McCann, Founder and Chairman of 1-800-FLOWERS.COM, based in Carle Place, NY, continues ESM's new Quality People Management CEO series honoring chief executives at organizations that value the importance of a strategic and systematic approach to engaging all stakeholders. ... [ read more ]

Ask anyone involved with technology implementation, and they'll tell you that the most frequent cause of failure is to strategically and consistently address the people issue. ... [ read more ]

Discover a breakthrough, practical approach supported by ISO standards to enhance performance and stakeholder experience at Selling Power’s Sales 3.0 Conference, "Frictionless Selling," June 18-19, and "Enterprise Engagement in Action," June 20, at the Drake Hotel in Chicago.... [ read more ]

This profile of Colleen Wegman, the CEO of Wegmans, the 37th-largest supermarket chain in the U.S., continues ESM's new Quality People Management CEO series honoring chief executives at organizations that base their success on a strategic and systematic approach to engaging all stakeholders - customers, distribution partners, sales and nonsales employees, vendors and communities. ... [ read more ]

This profile of Bill McDermott, the American CEO of SAP, Europe's largest software company, continues ESM's new Quality People Management CEO series honoring chief executives at organizations that base their success on a strategic and systematic approach to engaging all stakeholders - customers, distribution partners, sales and nonsales employees, vendors and communities. ... [ read more ]

This profile of Hubert Joly, CEO of the consumer retailer Best Buy, kicks off ESM's new Quality People Management CEO Profile series highlighting chief executives at organizations of all types and sizes whose success is based on a strategic and systematic approach to engaging all stakeholders. ... [ read more ]

Dr. Ron McKinley, Vice President and Chief Standards Officer for the University of Texas Medical Branch at Galveston, co-founder of the UTMB’s Enterprise Engagement Advisory Practice focusing on the healthcare and hospitality fields, and co-founder of the International Center for Enterprise Engagement (ICEE), recently spoke to ESM, outlining the benefits of the ISO 10018 framework and how to obtain certification... [ read more ]

The only practical guidebook and desk reference for executives and front-line management seeking to apply a strategic and systematic approach to achieving organizational objectives and improving shareholder value and share-price performance in public and privately held organizations, government, and not-for-profits. ... [ read more ]

In their new book, "Inbound Organization," authors Todd Hockenberry and Dan Tyre, among the earliest leaders in the Inbound and Content Marketing movement, focus on the importance of engaging the entire organization, principles that will resonate with ESM readers and Enterprise Engagement Alliance members. ... [ read more ]

Founded in 2015, U.K.-based Beyond360 aims to disrupt HR technology by making it simple for organizations to connect all their people and engagement tactics on a single employee 'hub.'... [ read more ]

Over the last few years, the recognition field has seen a significant shift from traditional length-of-service awards to programs that focus on supporting critical organizational goals -- quality service to internal or external customers, participation in volunteer initiatives, a willingness to go the extra mile, etc. ... [ read more ]

Whenever you call customer service and an automated message informs you that this call may be monitored and recorded, there's a good chance the company analyzing that interchange is publicly-held Verint Inc. ... [ read more ]

In his book, Payoff: The Hidden Logic That Shapes Our Motivations, behavioral psychologist Dan Ariely details an experiment that pitted three motivators against each other. ... [ read more ]

Experiential Live brings together the leading suppliers of custom experiences, merchandise and travel with buyers representing the leading incentive, corporate and meeting/event planners aboard Royal Caribbean International's Oasis of the Seas for... [ read more ]

So what will happen should ISO go beyond the issuance of its Quality Management Principles and eventually approves formal standards for engagement? The opportunity could be significant, says Lee S. Webster, Secretary for ISO TAG 260, which has oversight over the engagement standards.... [ read more ]

The decision in 2015 by the stewards of ISO 9001 to create Quality Management Principles that include engagement is supported by both researchers and workplace observers who have observed ISO standard compliance in action. A study of ISO compliance... [ read more ]

This is the first installment of a three-part series on the creation of engagement standards, their evolution, research supporting them and potential implications.... [ read more ]

"Enterprise Engagement is not only going to happen, it's already happening," says Gina Valenti, Vice President, Brand Hospitality - Focused Service Brands, Hilton, and a member of the Enterprise Engagement Alliance and its Corporate Advisory Board. "I have no doubt now it will ... [ read more ]

The Solata Engagement Portal, an open-source platform for the management of enterprise-wide engagement programs, is now available to solution providers seeking a robust and highly customizable program management technology for their clients. ... [ read more ]

Will companies finally begin to wake up to the financial benefits of having engaged customers, employees and communities? Laurie Bassi, Principal of McBassi & Co., a leading analytics firm, sees progress on multiple fronts. Bassi is author of ... [ read more ]

For many companies, diversity and inclusion are challenges. For Fifth Third Bank, headquartered in Cincinnati, diversity and inclusion are opportunities to not only engage employees but to enhance customer and community relationships to drive greater performance. Demonstrating them means business. ... [ read more ]

In the old days, when no one could measure the economic benefits of engagement, it was a "nice to have." Now it’s essential. It's a critical competitive edge. With sales growth slowing and competition continuing to grow in many industries, market share goes to those organizations that "wow" not only their ... [ read more ]

To our knowledge, EGR International was the first among the very few traditional marketing, incentive, or recognition companies that made a formal commitment to the engagement field. As a founding sponsor of the Enterprise Engagement Alliance in 2008, EGR International, which had its roots in the ... [ read more ]

A critical element of Enterprise Engagement involves studying the diverse audiences and specific engagement levers that need to be addressed in order to understand the facts behind certain key assumptions. Research plays a major role in that effort. ... [ read more ]

With over 20 years of experience running large loyalty programs, Bryan Pearson, President of LoyaltyOne, is a good person to query about the state of the industry. Pearson is the author of the best-selling book, The Loyalty Leap: Turning Customer Information into Customer Intimacy, as well as The Loyalty Leap for B2B. He explains that... [ read more ]

Goodsnitch addresses the fundamental customer-employee connection that is at the heart of Enterprise Engagement, and is exciting in its ambition to help small retailers improve their customer experience. Founder Rob Pace was born and grew up in... [ read more ]

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Successful companies know that employees who are engaged, motivated and working towards a common goal, generate increased profits. Research shows that a motivated workforce inspires people to work for your company, do business with your company and buy your products and services. How do these organizations set themselves apart as a place where people want to work and do business? Come to The Motivation Show and find out! The 2012 Motivation Show, to be held at Chicago’s McCormick Place, October 23-25, is the world’s largest collection of ideas and solutions to engage, motivate, inspire, reward, connect and thank employees, customers and members. The show features more than 50 professional seminars and more than 500 suppliers of merchandise and travel services, as well as networking events to connect you and your peers with industry experts. New this year, the Incentive Marketing Association is presenting free 20-minute clinics on the exhibit floor to give attendees a fresh data-driven perspective on how incentive and recognition programs stimulate consumers and increase workforce productivity and innovation. The Show’s 6th Annual Conference, Connecting Engagement, Loyalty and Financial Results, will feature a series of 60-minute professional seminars in four learning tracks: Employee Recognition Customer Loyalty Sales Motivation Meeting & Event Management For complete information about attending the 6th Annual Conference Program, visiting the exhibit hall, or becoming an exhibitor, visit The Motivation Show website at www.motivationshow.com or call 866-730-6684. ... [ read more ]

Peppers & Rogers Group’s 1to1 Media division has announced its 2011 class of 1to1 Customer Champions. The 1to1 Customer Champions program recognizes executives who believe in treating customers in a way that builds loyalty and engagement while driving bottom-line results for their organizations. Now in its eighth year, the program honors 15 executives annually who use innovative approaches to instill customer-centric strategies throughout their organizations. The 2011 honorees include: • Ven Bontha, Director of Customer Experience, CEMEX • Rich Brecht, Senior Contact Center Manager, J&P Cycles • Mike Colbourn, VP and Director of Marketing, Stowe Mountain Resort • Roger Curtis, President, Michigan International Speedway • Susan DeLaney, VP Customer Experience, UPS • Tom Feeney, President and CEO, Safelite AutoGlass • Dennis Fitzgerald, VP Customer Satisfaction, Yaskawa Electric America, Inc. • Stephen Jackson, Chief Information Officer, Harry Rosen Inc. • Donna Lendzyk, Manager, Customer Loyalty, SaskTel • Ingrid Lindberg, Customer Experience Officer, Cigna • David Payne, Assistant VP Contact Center, Stancorp Financial Group Inc. • Chuck Sliker, Senior VP of Operations Service, Arby’s • Jeffrey J. Smith, VP Operations and Loyalty Services, Omni Hotels & Resorts • Tim Teran, Senior VP Consumer Insights and Strategy, Macy’s Inc. • Jay Topper, Senior VP Customer Success, Rosetta Stone Info at www.1to1media.com/view.aspx?DocID=33197 ... [ read more ]

This white paper from the Performance Improvement Council of the Incentive Marketing Association looks at the importance of using active retention efforts to keep both consumers and business-to-business customers for the long term.... [ read more ]

This article looks at the types of consumers and the motivational factors affecting consumer incentive plans.... [ read more ]

What makes a successful consumer incentive program? Here's a look at how to set goals, track results, and measure ROI.... [ read more ]

This article takes a look at the variety of consumer incentives that companies can choose from.... [ read more ]

This research report suggests that use of promotional products can improve advertising results.... [ read more ]

According to this study, combining use of promotional products with other marketing media will improve overall results.... [ read more ]

A bit of Brand Engagement wisdom from Robert Passikoff, Founder and President of Brand Keys, Inc., Catch his education session at this year Enterprise Engagement Expo: “The Integrated Incentive Engagement Evaluator.”... [ read more ]

While external branding gets most of the money and attention, internal branding is really what it’s all about... [ read more ]

This feature article from Engagement Strategies Magazine looks at how AstraZeneca's internal and external engagement efforts have helped to make it one of Fortune Magazine's "Most Admired Companies."... [ read more ]

This article, based on research funded by the Promotional Products Association International, looks at how using promotional products to support customer communications efforts can improve engagement. ... [ read more ]

A pair of articles examines this critical building block of engagement from two different perspectives... [ read more ]

Without question, incentive programs need to generate loyalty – not only from senior management, but also from the customers they’re trying to entice. An effective program will excel for both management and customers when it is built with a foundation that provides a clear vision for success. Many established programs have been assembled using five critical building blocks that inspire brand loyalty among customers. Smart and successful companies know that all five components must be at the core of every loyalty program.To read the full report, click here... [ read more ]

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The Yale of School of Management has launched a program to advance stakeholder research, education, and practice. ... [ read more ]

Going on its fifth year, the Purpose Summit brings together leaders in all areas of management seeking to make their organizations a better place to work and do business with, and to make life better for the customers, employees, or other stakeholders they serve. Many companies bring multiple managers to help foster alignment, according to the organizers. ... [ read more ]

Perhaps a reflection of the traditional siloes between marketing and human resources, the frequently used term human capital analytics often applies only to employees, when as everyone knows customers are an equally important source of value creation. ... [ read more ]

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A new debit card and app are designed to make it easy for consumers to locate and spend their money with companies with high sustainability ratings.... [ read more ]

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A lot of research over the past decades has focused on the theory, economics, and framework for the implementation of stakeholder capitalism. This study addresses the implementation process of stakeholder management at the practical level based on research conducted in Brazil. ... [ read more ]

Organizations cannot build trust and start to tell the truth until they are either forced to by law or market forces to change their business models. ... [ read more ]

An organization dedicated to helping CMOs (chief marketing officers) and other growth leaders drive more humanized growth for their organizations sponsored a study on the impact of stakeholder management and value creation strategies conducted by the University of Oxford Said Business School. ... [ read more ]

As of a week after the release of this announcement by the World Economic Forum in January 2024, no one in the business media we could find has yet to publish this commitment by leading companies to voluntary disclosures generally aligned with the principles of stakeholder management and the new European Union Corporate Sustainability Reporting Directive. ... [ read more ]

According to published reports, the business world is moving away from using the term ESG (environmental, social, governance) and replacing it with terms such as “responsible investment.” Here are some of the latest arguments against ESG. ... [ read more ]

Here’s a periodic roundup of news in the world of stakeholder management.... [ read more ]

This step-by-step process demystifies the concept of stakeholder capitalism by focusing on its practical implementation, metrics, and continuous improvement process. This framework is based on the holistic, strategic, and systematic approach familiar to anyone involved with total quality management in manufacturing. ... [ read more ]

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Here’s the latest news in the world of stakeholder management.... [ read more ]

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Four experts in customer experience, each with decades of experience, believe that customer service has reached all-time lows. They say it could get worse before it gets better until CEOs either finally confront the scale of the waste or customers simply demand better service or move on. ... [ read more ]

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This Enterprise Engagement Alliance YouTube show gathers experts from a European Union advisory firm specializing in human capital law firm, a leading US law firm, an organization of chief financial officers and a human resources expert to review the status of US compliance with the law. ... [ read more ]

This Enterprise Engagement Alliance EEA LinkedIn Live Zoom and YouTube show on Oct. 12 at pm ET brings together principles of leading business to business marketing agencies to discuss the state of marketing today and if and how it can be improved. ... [ read more ]

In March 2022, the Enterprise Engagement Alliance featured a YouTube show with three leaders in the Stakeholder Capitalism and related ESG (Environmental, Social, Governance) to assess the state of the movement. Now 18 months later, we bring back two of the three panelists to discuss the current state.... [ read more ]

Over the last few months, BlackRock CEO Larry Fink tells associates he is no longer using the term ESG (environmental, social, governance) and McDonalds recently reduces mention of the term from its web site. Does this mean the end of ESG (Environmental, Social, Governance) or a healthy focus on how a strategic focus on sustainability creates value rather than fodder for glossy corporate sustainability reports read or believed by few. Ironically, right wing efforts actually could reduce efforts to curb ESG could actually lead to less transparency. ... [ read more ]

Here is a comparison of the two business systems to help you decide which is better for business.... [ read more ]

Perhaps not surprisingly, the world lacks a body of experts in stakeholder management and sustainability reporting that will be required for compliance with the new EU Corporate Sustainability Reporting Directive, according to this recent article in Responsible Investor. In other CSRD news: the EU seeks to create a marketplace for auditors and independent service providers; the UK publication Edie finds that few companies have begun preparing for the new law. ... [ read more ]

As the ability to use advertising networks and remarketing powered by third-party cookies diminishes, organizations will have to take a closer look at how they identify and build relationships with customers and the people most likely to buy. The good news is that once in place a permission-based marketing strategy offers significant financial and experiential advantages over traditional advertising-based marketing. ... [ read more ]

An analysis of the corporate sustainability reporting of Johnson and Johnson, arguably one of the most stakeholder-focused multinational companies in the world, demonstrates that it will fall far short of the requirements it will have to meet to comply with the EU Corporate Sustainability Reporting Directive. This suggests that many other companies may be in the same boat. ... [ read more ]

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Investment activists promoting DEI (diversity, equity, and inclusion) should place more focus on the economic benefits and how DEI practices get integrated into the enterprise rather than siloed into departments with limited scope writes the author, principal of a boutique ESG (Environmental, Social, Governance) advisory firm and board member of the Interfaith Center on Corporate Responsibility and the Enterprise Engagement Alliance, ... [ read more ]

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A survey of 130 Conference Board chief human resources officers (CHROs) indicates a general state of optimism, despite talk of recession and the potential negative impact of AI. ... [ read more ]

The history of ISO 9001 quality management standards provides a solid foundation for predicting what will happen now that the European Union has made such disclosures a matter of law. A certain percentage of affected organizations will view the disclosures as a competitive opportunity. On the other hand, perhaps 50% or more will view it strictly as a compliance issue. ... [ read more ]

The looming question for organizations is: how much is this going to cost? The good news is that the Enterprise Engagement Alliance and its affiliates have first-hand experience: ours are almost the only companies in the world that have created human capital reports and conducted audits for both very large companies and an SME (small- to medium-size enterprise), providing us with first-hand experience of the time and expertise involved; the cost, and scalability factors.... [ read more ]

Despite fears that AI can automate many tasks that today require people, the authors cite a survey of chief human resources offers finding that 65% believe that AI will have a positive impact on human resources, at least over the next two years.... [ read more ]

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The rise of engagement is creating demand for a new type of technology: the engagement portal. As reported by the Starr Conspiracy in its report, 2016 Employee Vendor Brandscape, ... [ read more ]

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This is the second in a multi-part series on the creation of Corporate Sustainability Reports for all sizes and types of organizations. This article focuses on the strategy for Corporate Sustainability reporting based on the size of the organization. For Part 1 of this series, click here: Is It Time for Your Organization to Publish a Corporate Sustainability Report. ... [ read more ]

If the implementation of Stakeholder Capitalism requires a strategic and systematic process, it stands to reason that the emergence of this field will foster the creation of a new field of experts, services, and technology, much as occurred in the field total quality management, customer relationship management, loyalty management, and many others. Along with the Enterprise Engagement Alliance and its Engagement Agency division, Stakeholder Business is among the first businesses specifically launched to help guide CEOs seeking to make the shift to Stakeholder Capitalism. ... [ read more ]

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Here is a recap of recent articles and research about Stakeholder Capitalism and ESG (Environmental, Social, Governance (ESG).... [ read more ]

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The Enterprise Engagement Alliance offers free or low-cost ways for people to get started down the path to learning about the formal principles, economics, implementation, and reporting processes of stakeholder management, the implementation process for Stakeholder Capitalism. This learning program is even more important now that the European Union has established stakeholder management as a business norm in its new Corporate Sustainability Reporting Directive requiring disclosures on all areas of stakeholder engagement of large companies (over 250 employees) doing business in Europe. ... [ read more ]

Many of the same governors who have come out against Environmental, Social, and Governance (ESG) have signed into law public benefits corporation statutes which enshrine Stakeholder Capitalism into the corporate laws of their states for any organization which wishes to benefit from them. Beneath the rhetoric, well-known governors in both parties support the principles of Stakeholder Capitalism. ... [ read more ]

This Change.org petition simply asks politicians to stay out of a non-partisan movement most approve of, as there is no need for legislative action to help organizations enhance returns for investors by creating value for customers, employees, supply chain and distribution partners, and communities.... [ read more ]

Organizations or professionals seeking to understand how a stakeholder approach to management can enhance performance and experiences across the enterprise can draw from a complete library of free or lost-cost information resources to begin your journey. ... [ read more ]

An audit of the Augeo Marketing Encore technology confirms that it maintains the capabilities necessary to support an Enterprise Engagement approach to management and marketing and to support Annex SL and ISO 10018 People Engagement standards. ... [ read more ]

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The Enterprise Engagement Alliance was founded in 2008 to advance a strategic and systematic approach to people across the enterprise, otherwise known as the “S” of Environment, Social, and Governance (ESG.) Founded well before the emergence of Stakeholder Capitalism, the EEA has led the way in helping to create a formal roadmap for organizations and solution providers profit from this emerging approach to success in business and to discouraging the “bright shiny object” approach that continues to describe most organizational approaches to people management. Here’s a summary of the EEA’s actions to advance the cause of people since it’s formation. ... [ read more ]

Nick Shepherd, a retired chief financial officer now active as an author of books and articles on financial management and human capital, argues in this new ESM column, CFO Corner, that the financial information provided by organizations today leads to bad decisions because it provides no way to measure the financial impact of stakeholder engagement. The accounting system, says this highly experienced financial officer, does not account for the future value created by investments in people today, nor the future value destruction that occurs in short-term layoffs, such as those occurring at Twitter. ... [ read more ]

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The little-known ability offered by Enterprise Engagement technology to do for general stakeholder engagement what CRM has done for customer relationship management will gradually get a boost as more companies enter the field and organizations large and small recognize the enormous advantages of aligning all stakeholder engagement practices on a single platform. ... [ read more ]

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JUST Capital Founder and hedge fund billionaire Paul Tudor Jones cites the results of an ETF that he helped create to argue that opponents to Environmental, Social, Governance are dead wrong and that ESG has not yet fully captured the importance of the “S” in a CNBC interview with Andrew Ross Sorkin.... [ read more ]

As part of its outreach effort for strategic people management, the Enterprise Engagement Alliance maintains two regularly updated libraries of links to information on Stakeholder Engagement and the Incentive Rewards and Recognition (IRR) fields. ... [ read more ]

The Tarrytown, NY-based Enterprise Engagement Alliance, the leading think-thank, outreach group, and professional education service for Stakeholder Management and Human Capital Management and reporting, has joined forces with 4C GROUP to offer an international advisory service for Stakeholder Management and Human Capital Reporting. ... [ read more ]

Speaking before the Interfaith Center on Corporate Responsibility, Leo E. Strine Jr., an expert on corporate governance, provides a clear definition of Stakeholder Capitalism that he believes finds common ground among the right and the left, including a little bit of pain for each side. If done right, Stakeholder Capitalism can benefit all the interests we care about while preserving our individual freedoms.... [ read more ]

The political opposition to Stakeholder Capitalism will not stand in the way, assert Dan Schulman, President and CEO of Paypal and Lynn Forester de Rothschild, Founding & Managing Partner of Inclusive Capital Partners, in a session at the recent Fast Company program in New York titled “In Defense of Stakeholder Capitalism.” ... [ read more ]

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ITA Group, which describes itself as a global leader in corporate engagement solutions, has announced its acquisition of employee engagement and experiential learning company NKD.... [ read more ]

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An influential health care executive challenges Environmental, Social, Governance (ESG) in Wall Street Journal editorial; demand grows for ESG-oriented executives in the private equity world, and the subject of Stakeholder Capitalism makes it onto the agendas of Trinet and Fast Company conferences being held in New York in September. ... [ read more ]

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A survey of over 3,000 Americans by JUST Capital demonstrates that the Stakeholder Capitalism movement has made minimal progress since the 2019 Business Roundtable update of the corporate charter to include all stakeholders. The survey responses highlight the reasons for the high, hidden cost of Shareholder Capitalism: high levels of employee and customer dissatisfaction.... [ read more ]

This library of links to information and other resources on Stakeholder Capitalism, Human Capital and Enterprise Engagement is intended to provide an ever-growing, collaborative source for those seeking to move from talk to action or simply seeking to better understand a strategic focus on people in business. ... [ read more ]

The Enterprise Engagement Alliance now offers a simple way for organizations, professionals, and individuals to demonstrate their commitment to Stakeholder Capitalism.... [ read more ]

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The Enterprise Engagement Alliance addresses a mission-critical stakeholder-focused business process being overlooked by CEOs and the human resources community. The EEA education program provides training on all aspects of the implementation of Stakeholder Capitalism principles. This is the third in a series of classes on an enterprise approach to engagement and formal human capital practices for organizations shifting their focus toward a stakeholder approach to management. ... [ read more ]

Turning culture from posters in the lunchroom into guiding principles of the organization is the focus of Class 2 of the new Enterprise Engagement Alliance (EEA) Stakeholder Management and Enterprise Engagement curriculum and certification program, which focuses on the implementation of human capital management, measurement, and reporting strategies across the enterprise. ... [ read more ]

An early innovator in linking customer data with employee engagement has purchased Review Trackers, to provide marketers more information on what organization's customers like or don't like about. This acquisition points to the continued integration of customer and employee engagement strategies. ... [ read more ]

This is the introductory session of the newly updated Enterprise Engagement Alliance Human Capital Management curriculum uniquely focused on addressing and aligning the interests of all stakeholders in organizations. ... [ read more ]

Jeff Harrison has taught Stakeholder Management, the underlying theory of Stakeholder Capitalism, has conducted research, written papers, and taught students on the subject for about 35 years, most recently as the W. David Robbins Chair in Strategic Management at the Robins School of Business, University of Richmond since 2004. So, what does he think about all the controversy around Environmental, Social Governance (ESG), increasingly known as Stakeholder Capitalism? ... [ read more ]

The newly expanded Enterprise Engagement Alliance Stakeholder Management Implementation Curriculum and Certification live, and recorded webinar program focuses specifically on the systems and tactics employed to turn talk about Stakeholder Capitalism into practice. ... [ read more ]

Here's a roundup of news and viewpoints about Stakeholder Capitalism, Human Capital Management, and Enterprise Engagement.... [ read more ]

In the face of noisy attacks from the right on Stakeholder Capitalism deliberately conflating it with Woke Capitalism, the Enterprise Engagement Alliance at TheEEA.org used the ISO 30414 human capital checklist to compare the characteristics of Shareholder, Woke, and Stakeholder Capitalism to evaluate whether Shareholder Capitalists or Stakeholder Capitalists are more prone to woke tendencies.... [ read more ]

Despite widespread coverage of the Stakeholder Capitalism movement in the business media, the subject is not mentioned in the mainstream media and is largely unknown to citizens, neither in the US nor elsewhere. A group of professors and other interested parties aim to help change that through a documentary, "Fishing with Dynamite," available through Google Play and a few other services. The challenge of course, is getting people to see it. ... [ read more ]

How important is ethics to the success of your business? How important is ethics to your employees? Do you think the business world, in general, needs to become more ethical? Most businesspeople agree that ethics is of the utmost importance, however, the word 'ethics' is absent from the employee engagement narrative.... [ read more ]

Human capital analytics are revealing for the first time the contribution of employees to the bottom line measured by their productivity, quality, diversity, wellness, and willingness to recommend. It's now time to move from analytics to action.... [ read more ]

Business leaders worldwide are talking about Stakeholder Capitalism. The EEA Stakeholder Management Implementation Curriculum and Certification program focuses on the systems and tactics with contributions from world-wide pioneers in the implementation of Stakeholder Management and Enterprise Engagement --the theory, framework, and practical implementation of Stakeholder Capitalism principles.... [ read more ]

Allianz makes clear that it publishes its human capital report to help engage stakeholders, not for compliance purposes...Gallup survey shows US employee engagement at record lows...Lawyers eye expected human capital reporting metrics-based standards from the US Securities & Exchange Commission.... [ read more ]

The well-meaning concept of Corporate Social Responsibility is hampering the Stakeholder Capitalism as well as Diversity, Equity, Inclusion (DEI). It unnecessarily supports the position of those opponents who argue that Stakeholder Capitalism and DEI are focused on diverting money due to shareholders to the pet peeves of CEOs or responses to pressures from outside groups. ... [ read more ]

Here's a wrap-up of the latest news about Stakeholder Capitalism and Human Capital management and reporting.... [ read more ]

Close observers of the Stakeholder Capitalism movement will note that there is much talk, but little apparent action beyond public pronouncements and donations. ... [ read more ]

Allianz, probably the world's largest insurance companies, with over 150,000 full time employees, has published its annual human capital report in conformance with ISO 30414 human capital standards and verified by an independent auditor. ... [ read more ]

This annual ranking of effective companies addresses many of the key elements of Stakeholder Capitalism when it comes to people management.... [ read more ]

New individual and corporate members say they have joined the Enterprise Engagement Alliance to advance their skills; elevate their stakeholder engagement capabilities and share information with a growing community of like-minded companies and professionals. ... [ read more ]

Best known for its tires and restaurant and hotel guides, Michelin is also an example of Stakeholder Capitalism in action. As the graphic Michelin uses to tell its human capital story clearly shows, Stakeholder Capitalism is simply better business. ... [ read more ]

While the world's universities jumped on environmental sustainability as a major focus for research and education, educators have only slowly embraced education about the "S", of Environmental, Social, Governance or related reform efforts. ... [ read more ]

This recent Enterprise Engagement Alliance YouTube show - "Stakeholder Capitalism: The Definitive Webinar"- brings together early founders of the movement to clarify the definition and implementation process being confused by newcomers with “woke” capitalism and "corporatism." ... [ read more ]

According to a survey by SSRS of over 1,100 Americans in December, 85% representing all sides of the partisan divide agree that companies need to disclose more about their business practices and effect on society. ... [ read more ]

When you and your organization are ready to profit from the principles of Stakeholder Capitalism, the Enterprise Engagement Alliance provides a complete, practical, and proven roadmap based on the same principles that transformed quality in manufacturing. ... [ read more ]

What if every public company and those that do business with them had to publish each year a report on how they treat people, sharing specific methods and metrics addressing workforce turnover, skills and development training, compensation, benefits, workforce demographics including diversity, and health and safety, and the demographic composition of their boards? ... [ read more ]

Ralf Specht, founding partner of Spark44, an international ad agency he helped grow into a $100 million plus company with 1,200 employees, now turns his attention to promote "a framework that aligns value-creating employee action with broader corporate strategy through shared understanding and shared purpose."... [ read more ]

According to the Conference Board, 90% of C-suite executives say the shift to Stakeholder Capitalism is underway - and 80% say it is happening at their company, and yet this webinar indicates that there is still no agreement on a definition or implementation game plan. ... [ read more ]

Stakeholder Capitalism has received prominent coverage in the New York Times, Wall Street Journal, Fortune, CNBC, the National Review, and still most people have not heard about it, know what it means, or how it can affect their lives and businesses. ... [ read more ]

Based on the tone of the new book "Davos Man", by New York Times global economics correspondent Peter S. Goodman, one might think he's opposed to Stakeholder Capitalism. In fact, in this recent interview, his views largely mirror those who believe in a system that optimizes returns for investors by transparently creating value for customers, employees, supply chain partners, communities, and the environment. ... [ read more ]

The Edelman 2022 Trust Barometer, which surveyed 36,000 people in 28 countries, finds that of all institutions people put their greatest faith in business to help solve societal problems, placing even more pressure on organizations to take action. ... [ read more ]

No matter what happens with the pandemic, the economic forces driving Stakeholder Capitalism and the use of engagement technologies to connect the enterprise continue to compel management to become more strategic in their people management. ... [ read more ]

This working group of senior executives at the Conference Board finds that the Stakeholder Capitalism movement is already affecting their businesses.... [ read more ]

This study suggests that efforts to enhance brand sales through philanthropic efforts has far less impact than actions taken by organizations to directly address environmental and social issues as part of their business models... [ read more ]

The Enterprise Engagement Alliance's human capital reporting framework is now available for investors seeking to have meaningful engagements with public companies during proxy season. Impact Shares will use the framework in shareholder meetings to help companies implement a more strategic and systematic approach to human capital management and Diversity, Equity, and Inclusion. ... [ read more ]

The Enterprise Engagement Alliance was founded in 2008 to advance a strategic and systematic approach to people across the enterprise, otherwise known as the "S" of Environment, Social, and Governance (ESG). ... [ read more ]

An executive who provides advisory services in a broad area of human capital management services has received an ISO 30414 certification and will support the Enterprise Engagement Alliance's advisory practices in the Middle East and the Philippines. ... [ read more ]

A worldwide movement is well underway that has the potential to transform America without the need for any political consensus, legislation, or tax increases. Surveys show that its principles are popular on both sides of the political divide, and its practice can help create greater prosperity, improve the daily experiences of both employees and customers, create opportunities for supply chain and distribution partners, as well as for communities and the environment, all while addressing inequalities across society. ... [ read more ]

For decades now, such organizations as the Great Places to Work, J.D. Powers, and the Better Business Bureau have provided meaningful ways for investors, customers, employees, and others to evaluate the people practices of companies. In fact, two studies of the stock performance of Great Places to Work have indicated that such companies outperform their competitors in the stock market. ... [ read more ]

This case study, based on a question-and-answer session with Marian Baldini, President of KenCrest, a large not-for-profit based in Blue Bell PA, demonstrates how her organization uses a systematic alignment process provided by BCAT Brand and Culture Alignment to help launch a major new organization-wide initiative. ... [ read more ]

University students Richard DeDios, a Junior at Pace University, White Plains NY, and William (Billy) Krupkin, a senior at Tulane University, New Orleans, are among the first students to join the Enterprise Engagement Alliance's Stakeholder Capitalism Society and to participate in the Human Capital reporting internship. ... [ read more ]

R. Edward Freeman, Professor of Business Administration at the University of Virginia Darden School of Business, has joined the Enterprise Engagement Alliance advisory board to help provide executive briefings for boards of directors, CEOs, senior management, and investors.... [ read more ]

Here's a summary of recent news from the general business or other media about Stakeholder Capitalism, human capital, and Enterprise Engagement topics.... [ read more ]

Who better to catch up with on the state of Stakeholder Capitalism than R. Edward Freeman, Professor of Business Administration at the University of Virginia Darden School of Business. His 1984 book "Stakeholder Management" helped give rise to the extensive research on the benefits and methods of managing and addressing all stakeholders in an organization, rather than focusing specifically on the interests of shareholders. This has earned him the designation as a "father" of Stakeholder Capitalism by organizations such as JUST Capital.... [ read more ]

Digital Future Group, a technology development firm with offices in the US, Ukraine, and Russia, has published the first known formal human capital report completely consistent with ISO 30414 Human Capital and ISO 10018 People Engagement standards.... [ read more ]

Here's a recap of the latest news about Stakeholder Capitalism in business and social media. Stakeholder Capitalism Pioneer R. Edward Freeman Hosts Podcast Series with Academics and Business Leaders ... [ read more ]

Social media, blogs, and e-newsletter technology enable almost any organization to become its own media company to generate leads, enhance thought leadership, build relationships and enhance sales ratios. Very few in business implement strategic integrated communications programs, often because they lack the people with the journalistic and other content creation skills needed for effective content marketing or they fail to integrate the communications programs into their sales and support process. ... [ read more ]

Recent papers published by Oxford University, New York University Stern Business School, Stanford University, London School of Economics, Amrita School of Arts and Sciences in India, University of Sydney, Australia, and in other countries signal heightened interest in the "S" of Environmental, Social, Governance, increasingly used interchangeably with Stakeholder Capitalism. ... [ read more ]

A quick Google search proves that attention continues to grow for the concept of Stakeholder Capitalism at the highest levels of business. The subject garnered mixed reviews in the media coverage provided to reflect on any progress in the past two years.... [ read more ]

Organizations can maximize the impact of their rewards, recognition, and benefits programs if they align these efforts under a holistic approach known as Total Rewards 2.0. That's one of the key findings of this Enterprise Engagement Alliance YouTube show designed to help management at all levels optimize the results of their engagement efforts. ... [ read more ]

With the second anniversary of the Business Roundtable's historic commitment to what is now called Stakeholder Capitalism, the business media will do the usual fact check to see if the pledge is being kept. There is little way to know the answers because public companies do not yet disclose the information necessary to judge. ... [ read more ]

This new initiative by the Conference Board, one of the nation's most influential executive research and learning organizations, has begun to address the practical implementation of Stakeholder Capitalism for its C-suite executive members. ... [ read more ]

Wikipedia beats Dictionary.com and Merriam Webster to the punch with publication of a thorough review of Stakeholder Capitalism submitted by the EEA. It includes a discussion about the definition, history, benefits, etymology, and cites many of the early founders. ... [ read more ]

Here's a wrap-up of the latest news on Stakeholder Capitalism, Human Capital Reporting and Metrics, and Enterprise Engagement.... [ read more ]

The Enterprise Engagement Alliance has consolidated all its educational and information resources on the "S" of Environmental, Social, and Governance (ESG) into a single 24/7, 365-day-a-year information center with news, resources, and training available via the Web, social media, e-newsletters, Youtube expert panels, face-to-face learning, and books. ... [ read more ]

In responding to a growing number of requests from organizations and solution providers for help with human capital management design and reporting, and assistance finding appropriate engagement technologies and services, the Engagement Agency continues to expand its selection of offerings with the addition of Customer Experience and Strategic Communications advisory and managed outsourcing services.... [ read more ]

This year's Securities Industry Development Corporation (SIDC) Sustainable and Responsible Investment (SRI) Virtual Conference 2021 coincides with a change in the Malaysian Code of Corporate Governance (MCCG) 2021, which may be the first anywhere to incorporate the principles of Stakeholder Capitalism.... [ read more ]

The program will be introduced June 15, 5 pm on a live webinar. To register: https://us02web.zoom.us/webinar/register/WN_UE0vV99qQMSmSPk30KQx3Q ... [ read more ]

An international software and application developer for leading US companies based in Russia and the Ukraine has joined the Engagement Agency at TheEEA.org. Its goal: to implement a formal Human Capital Management, Measurement, and Reporting strategy designed to achieve its organizational goals in a more sustainable way through people. ... [ read more ]

A growing number of investors and board directors now believe that human capital is an asset with a return-on-investment that merits clear strategies, metrics, and tactics aligned with goals. As a result, more companies are publishing human capital reports, in many cases without necessarily addressing the fundamental issues required to have a measurable, successful, and sustainable financial and experiential results for stakeholders. ... [ read more ]

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Paired with effective return-on-investment based program design, Enterprise Engagement technology platforms can transform the efficiency, experience, and measurability of engagement practices by better aligning all the levers of engagement.... [ read more ]

Offering so many services to support the growing field of Human Capital Management and the discipline of Enterprise Engagement, the Enterprise Engagement Alliance at TheEEA.org can seem confusing to some. Here's a Q&A with Bruce Bolger, Founder of the Enterprise Engagement Alliance, to explain the Engagement Agency and how it fits into the overall goal of the Enterprise Engagement Alliance: to promote a strategic and systematic approach to people management across the enterprise to fulfill the "S" of Environmental, Social, Governance management principles, increasingly known as Stakeholder Capitalism. ... [ read more ]

According to this Enterprise Engagement Alliance Youtube show: "Essentials of ESG and Engagement," not only is the concept of Environmental, Social, and Governance here to stay, it has created an opportunity both for organizations and the solution providers that can help implement meaningful ESG strategies. ... [ read more ]

Like all other aspects of human capital management, the decades-old innovation field is beginning to feel the positive impact of a greater focus on people in business. ... [ read more ]

Last month, the Enterprise Engagement Alliance shared a rating system for human capital reporting that investors and other stakeholders increasingly seek from organizations in which they wish to invest, work for, do business with, or have located in their communities. ... [ read more ]

ProsperBridge is the latest company to be featured in the EEA Human Capital and Enterprise Engagement Youtube channel profiles of solution providers in all areas of engagement. EEA Solution Provider profiles are designed to create a 24/7 online opportunity for organizations and solution providers to learn about services through interviews with their management.... [ read more ]

Management involved with engaging people have to be jacks of many trades -- from branding, culture, and communications to DEI (Diversity, Equity and Inclusion), innovation, and human capital analytics. In its quest to help organizations profit from the principles of Stakeholder Capitalism through an enterprise approach to engagement, the Enterprise Engagement Alliance is building a continually growing library of 30- to 60-minute panel discussions with experts at the front lines of implementing people-focused strategies. ... [ read more ]

As part of its commitment to promoting more meaningful human capital reporting, the Enterprise Engagement Alliance recently announced a rating system for summarizing and evaluating the reports of any type of organization. ... [ read more ]

A bill introduced into the California Assembly in March 2021 would require companies with over 1,000 employees to disclose specific information on employment, pay, safety, diversity, and more, in return for qualifying for unspecified incentives from the state in the form of preferential treatment in government contracts and potentially reduced taxes or fees. ... [ read more ]

Founded in 2014, JUST Capital was a pioneer in focusing on the benefits of stakeholder-driven capitalism at the highest levels of business and government. Beyond providing tools, information and licensing data to investors and others interested in evaluating organizations based on their levels of stakeholder engagement, its goal is to have a seat at the table at the highest levels of government, business, and the media to break through the barriers to what its founders believe is a better form of Capitalism. ... [ read more ]

Learn about the forces contributing to the new push for human capital reporting by organizations of all sizes and how this will affect management in marketing, sales, human resources, operations, finance, and more. ... [ read more ]

Dorien Nunez, Founder of OMNIResearch Group and Eric Darrisaw Senior Consultant, suggest that Diversity, Equity, and Inclusion (DEI) should not be confused with Corporate Social Responsibility: DEI is a path to better financial performance, enhanced shareholder value and more enriching stakeholder experiences.... [ read more ]

Business organizations seeking a cutting-edge program for virtual or live events can take advantage of this new interactive program designed to educate management on one of the most important business movements of our day.... [ read more ]

This new EEA Zoom show on "Employee Engagement Essentials" is designed to provide management at every level a time-efficient way to learn about effective practices in the design and implementation of employee engagement strategies. ... [ read more ]

Dawn Conway, Boost Engagement CEO, explains why her organization decided to publish a Corporate Responsibility Report long before most others in her company's marketplace.... [ read more ]

A continuing education program for CFOs (Chief Financial Officers) and attorneys on human capital management, reporting, and ROI of engagement in the new world of ESG (Environmental, Social, and Governance) is the topic of a four-hour virtual workshop for attorneys and accountants seeking to maintain their accreditation through continuing education. The program, set for May 15 from 9 am to 1 pm, is open to anyone in business for $49.... [ read more ]

A recent report published by the National Association of Corporate Directors (NACD) reads like a playbook from the past. Despite all the talk about Stakeholder Capitalism, human capital management and reporting in the business media over the past year, the organization’s list of board priorities indicates growing awareness of the people business, but that there is a long way to go.... [ read more ]

Here's a week of news briefs from the world of Stakeholder Capitalism, Human Capital Management, and Enterprise Engagement. ... [ read more ]

Oliver Rueth, a management consulting veteran with a specialty in employee engagement and Human Capital Management, will serve as a Senior Advisor on managed outsourcing focusing on employee engagement and human capital management. The Engagement Agency, a unit of the Enterprise Engagement Alliance at TheEEA.org, and probably the first Enterprise Engagement advisory service, provides professional services to organizations seeking to create new value out of the 50% or more of their yearly expenses—people. ... [ read more ]

The Economics of Mutuality (EoM) Foundation has as its "main mission to transform the global economic system by creating a mutuality of benefits among all stakeholders," says its Chief Advocacy Officer Jay Jakub. Founded in late 2020 out of an internal think tank at Mars, and incorporated and funded by the company for five years, the foundation aims to help organizations equip management at all levels to support a model that moves corporations from "value extraction for shareholders to a model that creates value for all by solving problems for stakeholders drawn together by a common purpose."... [ read more ]

The push for ESG investing continues to increase…IBM report on the sorry state of the CMO and CHHO position…Microsoft enters employee experience space with Viva platform. ... [ read more ]

This EEA Zoom show on the principles, ROI, and challenges facing the implementation of Stakeholder Capitalism kicks off a new 30-minute series of strategic and tactical Youtube shows to support new education programs produced by the Enterprise Engagement Alliance. The EEA 2.0 education program focuses on the development, implementation, and measurement of Stakeholder Capitalism and human capital management practices across the enterprise. These programs are designed for boards, CEOs, CFOs, CHROs, CMOs, etc., and managers at all levels seeking to understand how to implement at a practical level the Stakeholder Capitalism theory and human capital management practices. ... [ read more ]

Here’s an update on news about Stakeholder Capitalism over the last week. EY Linked in poll finds people are the No. 1 priority…New Council on Inclusive Capitalism supported by the Vatican…Brian Moynihan, Bank of America co-chairman, touts Stakeholder Capitalism on Fox business news… McKinsey study says Stakeholder Capitalism and Digitalization rank among the biggest trends for 2021…. …Coalition for Inclusive Capitalism issues formal framework…Biden Administration will rescind Trump Administration restrictions on ESG investments.... [ read more ]

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The new Enterprise Engagement Alliance 2.0 education and Knowledge Management center aims to prepare executives and managers at every level in the principles of Enterprise Engagement to address the failure of traditional leadership programs to optimize the engagement of employees and other stakeholders. ... [ read more ]

Stakeholder Capitalism was developed organically by businesspeople seeking a more sustainable form of profit generation, not by politicians or academics. But there are steps government can take to accelerate the movement.... [ read more ]

Conceived in the 1990s, the concept of Total Rewards represented a revolution in thinking related to compensation that to this day has not been fulfilled at many organizations, that is: a strategic, holistic approach to compensation that considers every aspect of the employee experience and his or her capabilities and potential contributions to the organization. ... [ read more ]

Driven by the pandemic and an increasing focus on the importance of people in business, key trends established in 2020 will only accelerate in 2021. ... [ read more ]

One of the world's leading providers of gifting and engagement technology services offers a comprehensive solution for human resources (HR) and marketing solution providers seeking to bring gifting and engagement solutions to clients.... [ read more ]

A major international accounting firm calls for more education on ESG (environmental, social, governance) reporting...The World Business Council and Baker Mackenzie law firm call for more board oversight of sustainable management... [ read more ]

Michael Mazer, an advisor to the Engagement Agency M&A group, one of the first mergers and acquisition firms focused on engagement and human capital metrics, talks about why the people factor remains largely overlooked in the world of mergers and acquisitions. He believes the focus on Environment, Social, and Governance (ESG) investment and management practices and the Stakeholder Capitalism movement will create even more interest in the people factor. ... [ read more ]

A debate has erupted at the highest level of business and politics about a subject with no formal definition in any dictionary. The Enterprise Engagement Alliance solicited input on a definition to help clarify the debate going forward and, following a comment period, has published a formal definition to help provide a framework for more productive discussion. ... [ read more ]

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Executives around the world are getting the message from all directions: it’s time to put the focus on human management and measurement.... [ read more ]

The 12-year-old Enterprise Engagement Alliance education and certification program focusing on connecting employee engagement and the interests of all stakeholders to organizational success now includes the latest information on Securities and Exchange Commission, World Economic Forum human capital disclosure; other sustainability standards, and return-on-investment of engagement practices. ... [ read more ]

Business and media skeptics have challenged the business community to demonstrate they are serious about Stakeholder Capitalism principles. In a web program publicizing the new Stakeholder Capitalism Metrics companies can use to standardize ESG (Environmental, Social, and Governance) disclosures, business leaders assert that Stakeholder Capitalism has arrived and that it’s time to focus on implementation.... [ read more ]

The Enterprise Engagement Alliance has added a Total Rewards, compensation, and HR technology expert to the advisory team for the Enterprise Engagement Alliance education program and Engagement Agency Advisory service.... [ read more ]

With a suite of integrated enterprise engagement technologies and a global customizable brand redemption platform, CarltonOne has joined the Enterprise Engagement Alliance (EEA) mission to scale the engagement field and promote the selective use of brands to inspire key stakeholders around the world.... [ read more ]

In the last week, Stakeholder Capitalism continues to draw both positive and negative attention from the media and business influencers. The Enterprise Engagement Alliance promotes the concept of Stakeholder Capitalism because it is supported by the implementation process and curriculum developed by the Enterprise Engagement in 2009. See Stakeholder Capitalism: A Primer.... [ read more ]

The new Imperative 21 campaign unites 13 business networks representing more than 70,000 companies in the quest to promote Stakeholder Capitalism principles.... [ read more ]

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The establishment of the Stakeholder Capitalism movement can be officially marked by the Business Roundtable's updated charter in August 2019 stating that the purpose of a corporation is to address the needs of all stakeholders, not simply shareholders. ... [ read more ]

The new focus on human capital management and metrics, and the need to create a more tangible return on investment in people, is creating a new opportunity for CFOs to add value to their organizations. This EEA Zoom Show, set for Sept. 10 at 1 pm ET US, brings together panelists with extensive experience in finance to discuss the opportunities and challenges. ... [ read more ]

Created in 2009, the Enterprise Engagement Alliance's first formal learning and certification program on Enterprise Engagement, encompassing human capital management, measurement, ROI, and compliance will be adapted for chief financial officers (CFOs) and business leaders. The program will be offered in partnership with the Accountant-Lawyer Alliance (ALA), which provides continuing education courses and networking events to certified public accountants (CPAs) and attorneys nationwide. ... [ read more ]

The Enterprise Engagement Alliance strategic Zoom Show on Aug. 12 at 1 pm ET will focus on Business Operating Systems, an invaluable approach to running a better business of almost any size. The EEA tactical Zoom Show on Aug. 13 at 1 pm US, sponsored by the Brand Media Coalition, will cover the emerging concept of Brand Media, Experiences and Surprise and Delight in rewards, recognition, and gifting. ... [ read more ]

The EEA is creating the first formal learning and certification program on Human Capital Management, Measurement, Employee Engagement ROI, and Compliance for chief financial officers for CFO.University, a leading community for CFOs that will qualify CFO.University members for an EEA CFO certification and annual membership status. This new course at CFO.University is focused specifically on the needs of the CFOs seeking to understand the basic principles involved with managing, measuring, and reporting on all aspects of human capital and employee engagement. ... [ read more ]

Allan Steinmetz, CEO and founder of Inward Strategic Consulting, a pioneer in the concept of linking external and internal marketing and engagement, is tapped to oversee the Enterprise Engagement Alliance’s Brand Marketing certification program. ... [ read more ]

Matthew Della Croce; President Global and Corporate for Allison Partners; Satish Korde, a brand strategy consultant and formerly CEO of GTB, and Allan Steinmetz; CEO, Founder, Inward Consulting, will join EEA Zoom show host Bruce Bolger, Enterprise Engagement Alliance at TheEEA.org founder, on how the advertising and marketing field can adapt to the new focus on authenticity and purpose. ... [ read more ]

HR Metrics, a leading human capital management firm in Pakistan and central Asia, is conducting a worldwide survey of human capital management practices. Take the five-minute survey. ESM will publish the results as soon as they are available. ... [ read more ]

Probably no organization has dedicated itself more persistently to the cause of measuring the return on investment of human resources and other people investments than ROI Institute, which now has nearly 6,000 return-on-Investment certified professionals worldwide with an active pipeline of 2,000 people in the process. ... [ read more ]

Why is a leading professor of finance at the London Business School a strong advocate for employee engagement? Because it’s better business, he says. That’s the premise of Alex Edman's new book, Grow the Pie: How Great Companies Deliver Both Purpose and Profit, published in March by Cambridge University Press. Edmans will be a panelist in a series of upcoming EEA Zoom Shows... [ read more ]

Over the last two decades, hundreds of books have focused on leadership and culture, and many CEOs at companies of all sizes have hired coaches to help improve their management style. And yet, after 20 years or more of talk, probably no more than 20% of organizations have a strategic approach to culture management—i.e., a CE0-ld plan that drives a consensus-based brand promise, values, culture, and objectives through a formal process across the enterprise. The result—almost no change in customer and employee engagement. ... [ read more ]

A recent Harvard Business School paper finds more evidence that companies focused on people outperform their competitors, even during market downturns.... [ read more ]

The key findings of the Enterprise Engagement Alliance webinar on Human Capital Management, Metrics and ROI of Engagement held May 19, 2020: Most attendees agree that Covid-19 will put an even greater focus on people and that very few organizations have a strategic and systematic approach to stakeholder engagement. Trust will be a critical factor as we come out of the crisis. ... [ read more ]

What major impact will the Covid-19 crisis have on loyalty and marketing? For two different perspectives, ESM turned to Michelle Holmes, Senior Director of Travel and Transport Loyalty, who has over 30 years of experience in financial and related loyalty platforms, and Allan Steinmetz, CEO of Inward Consulting, an executive with 30-plus years in advertising and marketing, including senior marketing positions at Young & Rubicam Advertising, Accenture, Arthur D. Little, and Parago. Their views are supported by a recent PepsiCo study about the state of empathy in America. ... [ read more ]

CFO.com, one of the leading media platforms for chief financial officers, appears to be increasing its coverage of the emerging topic of human capital management and metrics. Ironically, CFOs are uniquely positioned to address the issues that have impeded the emergence of strategic human capital management and Stakeholder Capitalism principles, because they have influence not only with the CEO and board, and with human resources, but in all aspects of the organization from marketing to community engagement.... [ read more ]

The Organizational Transformation team of Protiviti, a global consulting firm, has joined the Enterprise Engagement Alliance to support its Human Capital advisory practice and help clients make better use of human capital analytics for internal and external reporting. ... [ read more ]

A one-hour webinar presented by the faculty of the Enterprise Engagement Alliance clearly shows the key human capital metrics organizations can use to better achieve their goals and how to design return-on-investment based engagement processes. ... [ read more ]

Despite the enormous worldwide economic downturn, the field of engagement has an unprecedented opportunity. Suddenly every CEO is confronted with the long-overlooked fact that not only are people an organization's No. 1 asset, they are its only asset. For the first time, we can literally see that without customers, employees, distribution partners, suppliers and communities, all our real estate and equipment are valueless. ... [ read more ]

Here's an update on the key trends outlined in part I of this series (See ESM: News Analysis: The Potential Long-Term Impact of Covid-19 on Business). http://www.enterpriseengagement.org/articles/content/8634491/news-analysis-the-potential-longterm-impact-of-covid19-on-business/ ... [ read more ]

While the crisis has only just begun, leaders must begin to look ahead. This analysis aims to project what business will look like post-pandemic, assuming that the world’s experience with the disease is no worse than China's so far. With the disease still running its course, it’s almost impossible to guess the short-term impact on our lives and the economy.... [ read more ]

Zahid Mubarik, Executive Director, Central Asia, Mideast, and Europe for the International Center for Enterprise Engagement provides answer to frequently asked questions about ISO (International Organization for Standardization) human capital standards. Mubarik, who has earned an ISO 30414 professional certification, is also CEO of HR Metrics, an international human capital analytics firm based in Islamabad. ... [ read more ]

Several recent reports from multiple media and education sources point to increased focus on the need for CEOs to strategically and systematically address the needs of all stakeholders.... [ read more ]

Providing up-to-date briefings on ISO 30414 standards, Securities & Exchange Commission human capital disclosure rules, ESG (Environment, Social and Governance) and other emerging human capital measurement standards, as well as case studies, research and on-site and virtual training, are among the activities of a new invitation-only peer group for senior executives in human resources, finance, and the investor communities. ... [ read more ]

Jose Soares de Albergaria Ferreira Pinto, Director of Human Resources and Human Resources Foresight at Sands China Ltd. in Macao, is the third individual to receive a professional certification for ISO 30414 Human Capital Internal and External Reporting... [ read more ]

The failure of CEOs to lead a strategic and systematic approach to addressing the needs of all stakeholders is the single source of inefficiency and poor outcomes not only in employee but customer experience. Many of the books and theories about customer engagement and experience focus on the tactics when in fact the best results come when the CEO leads a strategic and systematic approach to making and keeping promises to all stakeholders.... [ read more ]

A law that took effect in 2019 now requires mid-size to large UK companies to publicly disclose employee engagement activities as well as the ratio of CEO pay to median employee income. ... [ read more ]

The Northwestern University Law School’s Workforce Science Project is hosting the first certification preparation program for ISO 30414 Human Capital Reporting and ISO 10018 Quality People Management standard, the first of which was recently achieved by DTE Energy... [ read more ]

An HR professional with 13 years of front-line human resources management in Jordan, Adi Mazen Adi has earned both SPHRi (Senior Professional in Human Resources – International) and SHRM-SCP (Society for Human Resources Management- Senior Certified Professional) certifications. ... [ read more ]

The International Center for Enterprise Engagement at TheICEE.org has accorded DTE Energy's Customer Service organization with the first ISO 10018 quality people management certification demonstrating its strategic and systematic approach to addressing the needs of all stakeholders.... [ read more ]

A recent article in Workforce.com asserts that ISO 30414 human capital standards are a "big deal for HR." An article on the web site of the Society of Human Resource Managers says it could "create a boon for HR." ... [ read more ]

The ICEE training and certification process for ISO 30414 Human Capital Internal and External Reporting standards begins with four preparation webinars in January 2020... [ read more ]

While the US Securities & Exchange Commission considers finalization of its proposed rule to require human capital disclosures from public companies in the US, European Union Directive 2014/95/EU is now taking effect in 28 member states. ... [ read more ]

When the Enterprise Engagement Alliance formally introduced the field of Enterprise Engagement in 2008, the goal was to provide organizations with a new path to sustainable success based on engaging all interested parties in the purpose of the enterprise... [ read more ]

Zahid Mubarik, Executive Director of the Middle East, Central Asia, and Eastern European region of International Center for Enterprise Engagement and CEO of HR Metrics, is the second individual to receive a professional certification for ISO 30414 Human Capital Internal and External Reporting.... [ read more ]

While human resources social media communities remain largely silent on the coming human capital mandate, there are signs that the HR profession has begun to embrace the opportunities.... [ read more ]

With organizations under increasing pressure to publish corporate responsibility and sustainability information, ISO 30414 Human Capital reporting standards provide a clear, voluntary roadmap for collecting and reporting meaningful data about the management of people in a way that enhances experiences and reduces risk. ... [ read more ]

A survey of over 96,000 Americans conducted since 2015 finds that Americans of all political stripes and demographics agree that they "want to see companies support all their stakeholders, including their workers, customers, communities, the environment and finally their stakeholders." Along with announcing the latest results of its survey of what Americans want from corporate America, JUST Capital announced its annual rankings of America’s best and worst companies.... [ read more ]

Worldwide interest in the new ISO 30414 human capital guidelines is demonstrated by the attendance of leading human resources and analytics executives from six countries in the first ICEE (International Center for Enterprise Engagement) webinar on the new standard. Several have already begun their ISO 30414 professional certification. ... [ read more ]

A 16-year veteran of Engagement Enterprises assumes Global Engagement Director role for the International Center for Enterprise Engagement at TheICEE.org to establish ICEE's European headquarters in Lille, France, and to support global operations, content marketing and social media. ... [ read more ]

The International Center for Enterprise Engagement at TheICEE.org has named Zahid Mubarik Executive Director for the Middle East, Central Asia and European regions. He launches his new role with a series of webinars on ISO human capital standards, particularly people analytics standard ISO 30414 internal and external reporting guidelines.... [ read more ]

Comments were overwhelmingly in favor of even more specific disclosures of human capital investments than proposed in new Securities & Exchange Commission 10-K disclosure requirements, with investors and individual commenters in favor of more specifics and business interests generally opposed to any additional disclosure requirements. ... [ read more ]

The Human Capital Investment and Reporting Council (HC IRC) Fall Forum features panels and member discussions on "Making the Right Talent Investment for a Competitive and Sustainable Future." ... [ read more ]

Dr. Ron McKinley of TheICEE.org will join over 30 leading speakers at the Work Rebooted Thought Leadership Conference 2020, Jan. 29-30, San Francisco. Dr. McKinley will discuss the implications of the new ISO 30414 Human Capital and other ISO standards as well as new SEC human capital disclosure requirements taking effect in the US in 2020. ... [ read more ]

Over the last three months, the prestigious Business Roundtable and trend-setting CEOs such as Marc Benioff of Salesforce and Henry Blodget of BusinessInsider.com have advocated for a new approach to capitalism that all have one principle in common: the need to strategically and systematically address the needs of all stakeholders-customers, employees, business partners, communities, anyone who touches the organization directly or indirectly. The question is no longer if CEOs are going to get it, but rather what they are going to do. ... [ read more ]

Lee S. Webster and Dr. Ron B. McKinley answer the most frequently asked questions about the new ISO human capital standards and the role of the International Center for Enterprise Engagement at TheICEE.org.... [ read more ]

This new outreach effort addresses the special connection between people and brands and the need for solutions providers that can help organizations implement a strategic and systematic approach to engaging all stakeholders in a sustainable way.... [ read more ]

A report in Barron’s Sept. 9 edition, “How Investors Helped Curb Walmart Gun Sales,” asserts that a letter by leading Environmental, Social, and Governance investor John Streur, an “ESG titan” who runs Calvert Research & Management, the Responsible investing unit of Eaton Vance, helped convince Walmart it was time to take a firmer stance on gun sales. ... [ read more ]

The combined organization describes itself as the largest Enterprise Engagement firm, with sales of over $300 million in employee, channel, and sales channel engagement, and owner of the only ISO 10018-compliant Enterprise Engagement portal technology. ... [ read more ]

Nearly 10 years after the Enterprise Engagement Alliance was founded, the world’s leading CEOs in the Business Roundtable formally embrace an enterprise approach to engaging all stakeholders that uses language almost identical to that adopted by ISO (International Organization for Standardization) standards, including ISO Annex SL requirements in ISO 90001 Quality Management and 60 ISO standards, as well as in ISO 10018 Quality People Management standards and ISO 30414 Human Capital Management guidelines.... [ read more ]

The new rule would require public companies to disclose more information about the "attraction, development, and retention, of personnel." Anyone is invited to comment at the e-mail or web site address provided below. ... [ read more ]

Here's a perspective of human capital from the CEO’s vantage point to help understand how to demonstrate how CEOs above all can benefit from a strategic and systematic approach to engaging all stakeholders--not only be producing more sustainable results, but also by creating better experiences for all stakeholders and reducing risks of accidents, defects, and lawsuits, not to mention management squabbling. ... [ read more ]

Gail Glazerman, a chartered financial analyst for the Sustainability Accountability Standards Board in San Francisco, writes in a recent blog that “the human capital dimension of sustainability has garnered increasing attention because of a growing number of labor actions, protests on behalf of contractors in the gig economy, the increasing number of teacher strikes, and increased focus on pay inequities and more. ... [ read more ]

A recently published article in Stanford University’s Closer Look series analyzes the growing trend of Environmental, Social, and Governance (ESG) investing that the Enterprise Engagement Alliance believes is a major driver of Enterprise Engagement and ISO 10018 Quality People Management and other standards. A growing database of over 17,000 companies makes it increasingly easy to track the relative scores of business, and the results aren’t pretty. ... [ read more ]

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The EEA and ICEE have developed new customizable webinars and live on-location events to provide intensive training on Enterprise Engagement and ISO 10018 Quality People Management standards and preparation for certification.... [ read more ]

Despite hundreds of billions of dollars spent annually by organizations to engage employees and customers, numerous independent research studies find that neither employee nor customer engagement have improved appreciably in more than a decade. ... [ read more ]

Earl Hurd, Sales Manager, Says the ROI of the certification is better relationships with customers. Three account executives on the 1-800-Flowers.com corporate sales team have earned their Certified Engagement Practitioner (CEP) designation from the Enterprise Engagement Academy at EEA.tmlu.org. ... [ read more ]

After spending over a decade helping to create the first worldwide standards on human resources management, Dr. Ron B. McKinley and Lee S. Webster, founders of the ISO HR 260 standards eight years ago, will turn their attention to promoting the use of the standards they helped create in their new roles as co-founders of the International Center for Enterprise Engagement at TheICEE.org. ... [ read more ]

Few people are in a better position to reflect on the state of the engagement movement in Great Britain than John Fisher, Managing Director of the 30-year-old FMI Brand Engagement Agency and author of multiple books on engagement. ... [ read more ]

A definitive guide to all the tools, tactics and types of engagement solution-providers, offering strategic and tactical solutions for all types of organizations, audiences and applications, as well as some insights on how to select the right solution-provider for your needs and how your organization will pay for the services and measure the impact. ... [ read more ]

A recent report by Courtney Hamilton, David F. Larcker, Stephen A. Miles and Brian Tayan published in the Stanford Business School’s "Closer Look" series attempts to answer the question: "Where Does Human Resources Sit at the Strategy Table?" ... [ read more ]

This profile of Gary Vaynerchuk, the CEO of VaynerMedia, a fast-growing New York-based digital marketing agency, continues ESM's new Quality People Management CEO series honoring chief executives at organizations that base their success on a strategic and systematic approach to engaging all stakeholders - customers, distribution partners, sales and nonsales employees, vendors and communities. ... [ read more ]

According to Kimberly Lanier, co-founder, Xpedition is a new experience management [XM] intelligence exchange dedicated to empowering leaders at all levels to deliver a superior customer experience by breaking through silos to maximize employee, product, brand and digital experiences. ... [ read more ]

ESM readers will find the results of this recent Korn-Ferry study of no surprise, but it should be a wake up call to both boards of directors and business school educators: Most CEOs have yet to embrace the value of a strategic and systematic approach to human capital management. ... [ read more ]

The trend toward more inter-connected and aligned engagement strategies across the organization is apparent in the Petco program honored by Incentive, a leading trade publication. ... [ read more ]

The new honorary ISO 10018 citation for CEOs recognizes leaders with the courage to break the old 20th century leadership mode and embrace the importance of strategic Human Capital Management. This commitment is demonstrated by a CEO-led strategic and systematic approach to engaging all stakeholders consistent with ISO Annex SL and ISO 10018 Quality People Management standards, as well as the new ISO 34014 Human Capital disclosures. ... [ read more ]

When Sen. Elizabeth Warren introduced the Accountable Capitalism Act calling upon CEOs at companies with sales of over $1 billion to "take into account the interests of customers, employees and communities," ESM predicted this could mark the start of new public discussion about the importance of investing in people and what ESM calls Enterprise Engagement, but we didn’t think it would happen this fast. ... [ read more ]

In a recent article, "News Analysis: Enterprise Engagement Creates Big Opportunity for HR Management," ESM suggests that the emergence of Enterprise Engagement creates a unique opportunity for Human Resources to play a leadership role in overall implementation. Not so fast, suggest experts in marketing. They see the Chief Marketing Officer as the person in charge of brand engagement across the enterprise. ... [ read more ]

The Sales 3.0 Conference has joined forces with the Enterprise Engagement Alliance to provide a comprehensive education program that connects the dots between sales, marketing and the entire organization to achieve higher performance and a better stakeholder experience. ... [ read more ]

While some Securities & Exchange Commission observers doubted the SEC would act on a formal petition to require public companies to disclose Human Capital investments during this administration, SEC Chair Jay Clayton recently made it clear to its Investor Advisory Committee that such disclosures are still under consideration. In the call, he acknowledged that human capital can now be considered an investment rather than a cost. ... [ read more ]

The introduction of 10 Human Resources standards, and now the new ISO 34014 Human Capital Disclosure Guidelines, are creating a significant opportunity for CEOs and their organizations to take advantage of a formal process for managing engagement across the enterprise to enhance financial performance, the stakeholder experience and address growing pressures on public companies from investors and on ISO-certified companies from new Annex SL People Management standards. ... [ read more ]

According to LinkedIn's annual report on the nation's fastest growing jobs, the position of Engagement Manager ranked No. 7. ... [ read more ]

ISO 30414 guidelines for human capital (HC) reporting for internal and external stakeholders include most of the key elements involved with Enterprise Engagement and ISO 10018 Quality People Management standards.... [ read more ]

The latest edition provides a comprehensive reference guide for anyone in charge of designing strategic or tactical engagement efforts at public, private, not-for-profit and governmental organizations. It demonstrates how to connect the dots between the organization’s brand, values and goals, the people necessary for goal achievement, and the tactics used to engage them and measure results. ... [ read more ]

As outlined in the ESM article, News Analysis: Part I - Enterprise Engagement Creates Big Opportunity for HR Management, CEOs face increasing pressure to have a formal strategy to engage all stakeholders in a strategic and systematic way, not only from investors and ISO standards, but potentially from regulators. HR can help by educating the C-suite on these trends and driving the strategic and tactical solutions to help organizations profit from them. ... [ read more ]

CEOs are facing unprecedented pressure to develop strategic and tactical plans for the management of all their stakeholders - customers, employees, distribution partners and communities - and will need someone to lead the charge. ... [ read more ]

Whether or not Elizabeth Warren’s Accountable Capitalism Act ever sees the light of day, she has raised an issue that is troubling many Americans, as highlighted in a recent David Leonard column in the New York Times. ... [ read more ]

This article is an excerpt of a new chapter in Enterprise Engagement: The Roadmap, Fifth Edition, due out in January 2019. This chapter focuses on how Enterprise Engagement and ISO 10018 and Annex SL principles can be applied to addressing why safety remains a serious challenge on many worksites. ... [ read more ]

A bill introduced by Senator Elizabeth Warren mandating top corporations to implement what ESM readers know as Enterprise Engagement throws a new unforeseen obstacle into the emergence of this field by potentially subjecting it to the polarizing influence of politics. ... [ read more ]

The proposal, backed by a prestigious group of investors and scholars, requires very large companies "to consider the interests of all corporate stakeholders, including employees, customers, and communities."... [ read more ]

It's a long list: 20 years of books touting the "new" marketing, leadership and employee engagement, in addition to extensive research identifying the logical link between stakeholder engagement and organizational success, and billions spent on motivational speakers, leadership gurus and coaching, engagement surveys, technology, communication, training, rewards and recognition. Despite all this, consumers continue to ... [ read more ]

After nearly 11 years promoting the importance of linking customer and employee engagement, the Enterprise Engagement Alliance is finding more examples of organizations, from Adobe to sports apparel manufacturer Shefit, recognizing the importance of employees in delivering the customer experience. ... [ read more ]

For the third year in a row, MaritzCX received the highest rank for a Customer Experience (CX) technology and research firm from the American Marketing Association (AMA) in its annual Top 50 Report of U.S. Market Research and Analytics Companies.... [ read more ]

Minneapolis-based Brainier Solutions, Inc., part of BI Worldwide, recently announced the winners of its annual Excellence Awards. The awards were bestowed in three categories: Learning Excellence, Customer Excellence and Business Excellence. A total of 11 organizations were honored.... [ read more ]

This is the first in a three part series on ISO 10018 Quality People Management certification for organizations of any type and size, and for providers of engagement solutions and technologies. ... [ read more ]

In response to growing demand for executive leadership in Enterprise Engagement from investors and boards, the Enterprise Engagement Alliance has created a C-suite Advisory Group and Speakers Bureau to help organizations implement and drive CEO-led ISO Annex SL and ISO 10018 Quality People Management-certified people management strategies. ... [ read more ]

Sixty ISO standards now include new Annex SL people management requirements that 80% or more organizations would not meet if thoroughly audited now. Companies were given time to adapt to these major new requirements, but that time is running out, say the authors. ... [ read more ]

In 2011, ISO came up with a new standard for management systems to make it much easier for all ISO management standards, including ISO 9001 quality management, ISO 45001 occupational health and safety (OH&S), and all other management standards, to apply the same strategic focus on a systems approach to management that addresses the needs of all stakeholders and a focused approach to fostering awareness, capability, buy-in, and inspiration. ... [ read more ]

Government and labor pension funds, other investors and academics voice wide support for adding human capital disclosures to Securities & Exchange Commission S-K regulations. ... [ read more ]

Engagement World 2019 will present the most effective enterprise engagement practices for organizational practitioners, solution- providers and educators, designed for organizations of all sizes and types based on open-source ISO standards, practical case studies and the certification programs of leading associations in multiple key areas of engagement. ... [ read more ]

'What gets measured, gets managed,' says Jack Otter, Barron's Associate Publisher, of the need to disclose investments in human capital. And we're beginning to see the evidence at the front lines. ... [ read more ]

The fast growing Shark Tank-funded maker of sports bras focuses on the connection between culture, mission, customers and employees.... [ read more ]

The need to connect customer and employee engagement was a key theme at the recent Employee Engagement Awards in Chicago. ... [ read more ]

A 1½ day intensive course on Enterprise Engagement and ISO 10018 Certification will provide the definition, economics and framework, as well as train professionals on Annex SL standards and prepare management for ISO 10018 Quality People Management certification. ... [ read more ]

An effort supported by over 100 leading investment funds has led to the first-known test of voluntary human capital investment disclosures by public companies. Employee engagement, health and safety, training, diversity and turnover are among the Enterprise Engagement metrics included in these disclosures. ... [ read more ]

Over 10 years have passed since the creation of the Enterprise Engagement Alliance, and over 20 years since research began to identify the connection between customer and employee engagement. ... [ read more ]

Since its formation in 2008, the Enterprise Engagement Alliance has had to battle the silos between employee and customer engagement. Despite compelling research from Gallup and numerous others, as well as ISO 10018 standards that link engagement across the enterprise, most organizations have yet to embrace ways to connect customer and employee engagement strategies and tactics. ... [ read more ]

The Engagement Agency has developed a new service to help both employers and solution providers profit from ISO 10018 Certification. ... [ read more ]

A Verint Systems Inc. study of 36,000 consumers finds that an increasing percentage put a premium on the human touch and organizational ethics, and that there is a rapid decline in customer loyalty, especially among Millennials. ... [ read more ]

UTMB announces that its EE Innovation Center will expand the mission of the International Center for Enterprise Engagement from managing the first ISO 10018 Quality People Management certification and helping to create other engagement standards, to formally establishing an academic and professional field and a vibrant marketplace of solution-providers. ... [ read more ]

Enterprise Engagement was selected by the AOM’s human resources faculty to be the subject of a symposium at the organization’s annual meeting attended by 10,000 educators from around the world.... [ read more ]

The Enterprise Engagement Alliance now offers a complete suite of learning platforms, including an online training and certification program that any organization, professional or academic educator can customize to provide instruction and testing on the economics, framework, implementation process and return on investment of engagement strategies... [ read more ]

The webinar outlined the scope, economics, framework and implementation process of the new ISO 10018 Quality People Management standards, now applicable to 16 ISO standards and to any type of organization, large or small. ... [ read more ]

The new advisory service launched by HMI, co-founders of the first ISO human resources 260 standards and ISO 10018 Quality People Management certification, will help healthcare and hospitality organizations apply a formal framework to significantly improve organizational performance and stakeholder satisfaction. ... [ read more ]

The new ISO 45001 standard for occupational health and safety (OH&S) incorporates the same IS0 Annex SL management system included in ISO 9001 and now required in 16 standards that include a strategic focus on all stakeholders and a systematic approach to fostering awareness, capability, buy-in, and inspiration. ... [ read more ]

Gil Weinreich, Senior Editor at Seeking Alpha, a leading portal for financial advisors, believes engagement could be bigger than the Internet.... [ read more ]

Master a new systematic approach to achieving organizational goals through people from the organization that helped transform the quality of products made around the world. ... [ read more ]

Highly respected Barrons magazine publishes a list of the "100 Most Sustainable Companies," adding more ammunition for investments in human capital; a New York Times op-ed piece argues that companies should use the proceeds from tax cuts to invest in human capital.... [ read more ]

The "Enterprise Engagement in Practice" conference in Galveston, May 7-8 is specifically designed to start organizations and professionals on the path to profiting from ISO certifications and a formal approach to success through people of benefit to all stakeholders.... [ read more ]

Organizations seeking to comply with ISO 9001: 2015 standards have until September to incorporate updates that include a new strategic and expanded focus on people outlined in clause 7.1.2. That’s one of the key takeaways of a recent Enterprise Engagement Alliance webinar on the Quality Marketplace, held on Dec. 20. ... [ read more ]

ISO 10018 standards and Quality People Management certification bring the advantages of ISO 9001 to organizations in every part of the economic sector, from for-profit to not-for-profit and government, by applying a systematic, integrated approach to achieving goals through people. ... [ read more ]

Two webinars will cover the potential for engagement solution providers in the quality management marketplace. ... [ read more ]

It took years for the creators of ISO 9001 to understand the importance of culture and people, and almost as many to create the ISO 10018 People Involvement and Competence standard, but one of the contributors to the standard believes the timing is right for a ISO 10018 Quality People Management certification... [ read more ]

The Engagement Agency provides a complete set of services to help solution providers profit from ISO 10018 Quality People Management processes and certification. ... [ read more ]

The 10018 Guidelines on People Involvement and Competence were created by the ISO (International Organization for Standardization) Technical Committee ISO/TC 176, Quality management and quality assurance, Subcommittee SC 3, Supporting technologies. These standards are based on ... [ read more ]

There's a lot of talk about disruption in Human Resources to enhance the profession’s value to organizations. Through a series of regional meetings worldwide, the Disrupthr.co community helped start the conversation. ... [ read more ]

Co-Founder of the International Center for Enterprise Engagement (ICEE) at the Healthcare Management Institute of the University of Texas Medical Branch in Galveston, TX, McKinley explains why the organization has created the first certification program for ISO 10018 standards and a potential opportunity for organizations around the world. ... [ read more ]

Organizations committed to performance through people now have ISO certification to help ensure they are following best practices and to market that commitment to customers, employees, vendors and communities. ... [ read more ]

The Enterprise Engagement Alliance has announced the creation of its first chapters outside the United States to help educate corporate, governmen and not-for-profit management, as well as engagement solution providers, on a formal process for implementing engagement across the enterprise. ... [ read more ]

The International Center for Enterprise Engagement (ICEE) at the Healthcare Management Institute (HMI), a division of University of Texas Medical Branch (UTMB) Healthcare Systems, has launched the first executive and academic education program on Enterprise Engagement, creating the first formal certification process for ISO 10018 Standards for ... [ read more ]

With more investors demanding that public companies invest in human capital and engagement, and the economics of engagement proven beyond logical dispute, ISO 10018 standards have the potential to shake up the marketplace for traditional engagement solutions. ... [ read more ]

Learn a Formal Framework to Profit From Engagement. Engagement Across the Enterprise – From the Why to the How.... [ read more ]

By Kimberly Abel-Lanier, Vice President, CultureNext, Maritz Motivation Solutions, and Chris Cottle, Chief Marketing Officer, MaritzCX. In a perfect world, actively engaged employees deliver your brand promise each and every day. ... [ read more ]

The larger or more geographically spread out the organization, the greater the issues related to diversity. Beyond the regulatory and ethical obligations to recruit employees and market to customers... [ read more ]

The Kademi Customer Experience Platform at Kademi.com is now available in the U.S. Kademi is designed to deliver every capability needed to engage with, sell and reward a customer in cloud-based platform, according to ... [ read more ]

MaritzCX recently announced the winners of its 2017 CX Elite awards, recognizing excellence in customer experience strategy, execution and results. In all, 15 organizations were honored with an award this year in the following categories... [ read more ]

With the field of engagement catching on, many traditional incentive, marketing, promotion and management consulting firms now claim that their products and services are engaging, or that they provide engagement services. But what does that mean, exactly? What questions can you ask of solution providers to... [ read more ]

Engagement University & Expo, April 18-19 in Chicago, provides both a scientific and experience-based roadmap for identifying the key audiences and levers of engagement that need to be addressed to focus people on the most critical organizational values and goals. ... [ read more ]

"Want to Create a Great Customer Experience? Start With Your Employees" is the topic of a feature article published in an insert on Loyalty & Rewards produced by Mediaplanet in USA Today print editions on Friday March 17.... [ read more ]

Although it was founded shortly after the Enterprise Engagement Alliance, the United Kingdom's Engage for Success initiative has a significant advantage: it was created in part with the support of the government of Prime Minister David Cameron, who took a personal interest in the movement. ... [ read more ]

To Mike Sinoway, a research and analytics veteran, the next big challenge for business is not the collection of data but the ability to translate it into strategies and tactics to effectively engage customers and employees. Sinoway is the new CEO at MaritzCX, formerly Allegiance ... [ read more ]

The job posting below is real. The opportunity is at Johnson Controls, a global technology and multi-industrial leader based in suburban Milwaukee. If you are interested in applying, send ... [ read more ]

MotivAction is a Minneapolis-based performance improvement company founded in 1976. The firm recently joined the Enterprise Engagement Alliance (EEA). ESM recently sat down with MotivAction President and COO Joe Keller to talk about his company and the emerging field of engagement. ... [ read more ]

Baudville Brands, a leading recognition firm in Grand Rapids, MI, C.A. Short Company, an innovator in employee engagement based on Shelby, NC, and Divvy Engagement Solutions, the new name for a 25-year-old, full-service incentive company based in Pleasant Valley, NY, have become partners in the growing Engagement Agency network of engagement solution providers. ... [ read more ]

Engagement University & Expo, set for April 18-20, 2017 at the Fairmont Chicago, Millennium Park, will feature an intensive learning program on the framework and implementation process for Enterprise Engagement, including preparation for the Certified Engagement Practitioner program.... [ read more ]

Few people in academia better understand the convergence of analytics and Enterprise Engagement than Charles Scherbaum, Associate Professor of Psychology at Baruch College and a member of the doctoral faculty at the Graduate Center of the City University of New York. Scherbaum, an early contributor to the Enterprise Engagement Alliance curriculum on analytics... [ read more ]

Enterprise Engagement: The Roadmap, 3rd Edition has been completely updated with new information, illustrations and new chapters. Authored and edited by dozens of experts in general management, marketing, sales, data management, business and academia, the Textbook’s methodology has been endorsed by leading companies as a means of achieving both strategic and tactical organizational goals related to sales, marketing, human resources, vendor management, and community relations.... [ read more ]

Enterprise Engagement brings together major industry associations and organizations for a week of education, exhibits and networking events at Engagement World, April, 25-28, Renaissance Orlando at SeaWorld. Four organizations in management, face-to-face engagement, loyalty, and rewards and recognition have united to promote the concept of enterprise-wide engagement at Engagement World, April 25-28, at the Renaissance Orlando at SeaWorld. ... [ read more ]

A fascinating new study published in the December issue of the Harvard Business Review delves into how customer satisfaction relates to customer retention. In an article entitled The New Science of Customer Emotions, authors Scott Magids, Alan Zorfas and Daniel Leemon delve deeply into a fact that Gallup identified years ago: satisfaction is not enough to retain customers ... [ read more ]

Verint Systems recently released the results of new research it conducted in partnership with the consulting firm Ovum. The findings, say researchers, reinforce the demand for "quick and convenient service coupled with a calculated approach to personalization in order to foster customer engagement." Some highlights: ... [ read more ]

A new book, The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results, provides a perspective on the current B2B selling environment that’s essential reading to anyone interested in sales force and customer engagement. We put this book in the "wow" category for ... [ read more ]

A Conference and Expo dedicated to the many strategies and tactics of Enterprise Engagement and their impact on business is being launched by the Exhibit and Event Marketers Association (E2MA) and Enterprise Engagement Alliance. The event, Engagement World 2016, is designed to ... [ read more ]

The premiere marcus evans Digital Transformation in Customer Experience conference will provide customer experience leaders a unique opportunity to benchmark leading digital strategies and technologies, social media approaches, organizational collaboration and personalization tactics to keep a strong presence in the consumer’s digital world.... [ read more ]

Chicago-based investment firm Aktion Partners recently led a round of funding in customer engagement commerce platform provider CloudCraze. With the additional capital, CloudCraze’s native Salesforce application is better positioned to become a leading omni-channel... [ read more ]

One of the fundamental tools of customer engagement is content marketing, the use of specific types of information, games, incentives, events, etc. to build closer relationships with customers. Ogilvy & Mather's new partnership with analytics company Hundredx, producer of the Goodsnitch app recently featured in ESM and now rebranded Expresit... [ read more ]

Plenti is a new twist on the concept from American Express, but this program has little to do with its credit card product, because you don’t have to carry an American Express card to participate. Enrollment is open to anyone over 13, and can be done within minutes online or with an app. Points can be earned at hundreds of retailers by using... [ read more ]

Myaxs/LRG Rewards, a global leader in innovative employee and customer engagement solutions, recently announced that it has created an umbrella brand called Engage People, Inc. to bring all of its brands and products together under one unified “global solution.” ... [ read more ]

This first in a series of three white papers on Customer Engagement from Rosetta Consulting is based on the findings of the 2014 Rosetta Consulting Engagement Study and focuses on how business leaders approach customer engagement. Researchers found clear... [ read more ]

The Enterprise Engagement Alliance is pleased to announce…The 2015 People-Centric Award Winners.What makes these 25 U.S. companies stand apart from their peers and competitors? They each have their unique attributes, but ... [ read more ]

The impact of well-designed incentive travel and other business travel– as compared to cash and merchandise incentives – appears to be increasing as both consumers and high performers seek tailored experiences over commodity goods aimed at the mass market. But extracting the greatest impact and ROI from investments in business travel requires more imagination and creativity than ever. Join experts from industry, Patty Pae and Sandra Daniel, along with the EEA’s Curriculum Chair, Allan Schweyer, as they discuss and demonstrate the practices, trends and innovations in better business and incentive travel design. ... [ read more ]

The problem with trade shows today is the disconnect between organizers, attendees and exhibitors – each seeks something different and none really gets what it wants. Trade shows must evolve to emphasize Content, Community and Connection? But we need massive change. We have to eliminate barriers and reimagine the artificial separation of speakers, providers and exhibitors. A new approach emphasizing genuine content is required. Join industry veteran Bob Hughes and Allan Schweyer as they discuss trade show engagement 2.0.... [ read more ]

The Hampton brand has knocked down its walls to unleash its culture – both internally and externally. Dictionary.com defines corporate culture as "the distinctive ethos of an organization that influences the level of formality, loyalty and general behavior of its employees."... [ read more ]

When it comes to engagement, most nonprofits have an advantage over for-profits in that they can attract employees and volunteers based on the organization’s mission. When you feel strongly about a mission – whether helping families and communities in need, rescuing animals, providing... [ read more ]

These 25 firms surpass all others when it comes to strategically engaging their employees, customers and communities The Enterprise Engagement Alliance (EEA) has announced the Top 25 Most People-Centric publicly held companies in the U.S., based on a detailed analysis of independent research by McBassi & Company, a leading human capital analytics firm. ... [ read more ]

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Writing on the Harvard Business Review website recently, Rob Markey, coauthor of the book The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World and Director in Bain & Company’s New York office, outlined the following four things that leading companies do to promote engagement: • Line supervisors, not HR, lead the charge • Supervisors learn how to hold candid dialogues with teams • They also do regular “pulse checks” • Teams rally ‘round the customer To see in-depth explanations of these points, read the full post at http://blogs.hbr.org/2014/01/the-four-secrets-to-employee-engagement/ ... [ read more ]

Authored and edited by dozens of experts in general management, marketing, sales, data management, business and academia, Enterprise Engagement: The Textbook’s methodology has been endorsed by Ernst & Young and other top companies as a means of achieving both strategic and tactical organizational goals related to sales, marketing, human resources, vendor management and community relations. The newly-released textbook is available from the EEA Store at www.enterpriseengagementbook.com for $36, or you can purchase it online through Amazon.com. The first edition is 268 pages. Enterprise Engagement: The Textbook also provides formal preparation for the Enterprise Engagement Certification program. Preparation and general learning is also available at Engagement University Online. The textbook is updated regularly based on input generated through the online university. ... [ read more ]

Enterprise Engagement: The Textbook introduces a new path to business prosperity through a strategic focus on people. ... [ read more ]

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For the past three years, American Tire Distributors has rewarded its top dealers with an all-expenses-paid excursion to one of Alaska's premier fishing resorts…and you can bet they'll be working hard to ensure that next year they’ll earn ... [ read more ]

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How do we engage employees who deliver on the brand when they have no clue as to what we really do and we have little or no authority over them?... [ read more ]

You know a field has arrived when IBM gets involved, given that this is not a company focused on tiny niches. So we were excited to see that IBM recently entered the field of Engagement with a webinar on Customer Engagement on July 17th, sharing ideas on how to understand, reach and relate to customers through a rich and personalized digital experience across multiple channels and smart devices. IBM executives, leading industry analysts and customers explored how organizations can create an exceptional customer experience as well as to: • Understand the individuals in your market. Listen to and anticipate customer preferences and captivate them with rich, personalized digital experiences. • Deliver exceptional service. Delight users on any channel or device with integrated and tailored applications and content. • Engage individuals and communities. Exchange valuable insights and feedback and build trusted relationships, loyalty and advocacy. ... [ read more ]

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The Enterprise Engagement Alliance (EEA) has launched its formal online test and certification program on Enterprise Engagement. The EEA Curriculum and Certification program focuses on the principals, framework and tactics related to engaging customers, channel partners, employees, vendors and communities to help achieve organizational goals. The exam is available free online at www.enterpriseengagement.org. Those who pass the test can obtain a five-year Certified Engagement Practitioner (CEP) designation for $500, as well as qualify for the Advanced Engagement Practitioner and Master Engagement Practitioner designations. The test is designed to help business professionals demonstrate their knowledge of the leadership skills and tactics required to engage people in the 21st century. By participating in the Curriculum and Certification program, managers can advance the interests of their organizations and their careers by better understanding the unique strategies and tactics of this emerging field. The test is divided into five sections that people can take separately as many times as they wish over a one-month period. Each section includes 20 to 30 multiple-choice and true-false questions that will change each time the test is taken. The sections include: Principals, Economics and Framework of Enterprise Engagement; Customer Engagement; Sales and Distribution Partner Engagement; Employee Engagement; and Tactics: Strategic Implementation, Assessment, Recognition, Measurement, etc. The curriculum is designed to provide organizations with a practical, measurable implementation plan that can help improve short- and long-term performance in all areas of business. By establishing a clear framework and agreed-upon nomenclature for engagement, organizations can accelerate the process of translating theory into action. For more information on the EEA Curriculum and Certification program, go to www.enterpriseengagement.org/training/ ... [ read more ]

By themselves, rewards programs rarely create the full emotional attachment that brings true customer engagement. Engagement is built over time and comes from creating mutually beneficial relationships with customers. One of the keys to creating relationships is providing customers with direct access to company decision-makers through a feedback management system that demonstrates that the company cares about them and is indeed listening. Research shows that companies that are effective at listening to their customers build loyalty and engagement over time. They take the information they receive from customers and make changes, whether it involves a specific individual in a bank branch, a customer service department or the entire company. When customers recognize that their concerns, suggestions or feedback are responded to and resolved, they begin to realize that they’re important to the organization, that their voice can make a difference and that they have a relationship with the brand. Kyle LaMalfa, Senior Business Insight Analyst at Allegiance Inc., says that while reward points can encourage transactions and add value to a brand, positive experiences and listening to customers will create engaged customers and add to a brand’s strength. Engagement is about the relationship that a customer has with a brand and the brand with that customer. Engagement programs work together with loyalty programs to fill the gaps and connect to people’s hearts and minds. True engagement is built over time, through positive experiences, and most importantly by listening to the voice of your customer. To download the full Allegiance report, go to www.allegiance.com/resource-center/document-library/buying-loyalty-and-rewards-programs ... [ read more ]

In many industries and businesses, channel partners are key links between employees and customers- a weak link if they are ignored, an important source of strength if they are engaged. The stakes are high. Channel partner impact can be enormous in terms of sales volume, market share, brand reputation and “share of customer”, i.e., in engaging customers. Indeed, channel partners are often the sole link to the customer. But channel partners can also impact employee engagement, especially when they fail to deliver. Conversely, channel partner engagement is directly affected by the employees who manage them and who produce the products and services. In short, most businesses succeed only to the degree that symbiotic relationships exist between employees, customers, channel partners and vendors. This is the basis upon which “Enterprise Engagement” is built. In this paper, we focus on channel partners as a key constituent of organizational success and we offer practical strategies and tactics to engage them.... [ read more ]

CETW is the only face-to-face event that is focused on leveraging the integration of emerging media across multiple channels to activate customer engagement. Only at CETW will you get a first-hand look at emerging technologies, access to case studies and experience from brands, agencies and other thought-leaders across the industry. Use VIP code CET27F to apply for a complimentary conference pass. Visit www.cetworld.com/eea for more information. ... [ read more ]

The only national Conference and Expo specifically designed to help incentive, recognition and engagement practitioners/providers elevate their role in Corporate America. ... [ read more ]

By themselves, reward programs rarely create the full emotional attachment that brings true customer engagement. Allegiance Loyalty & Engagement Expert Kyle LaMalfa notes that engagement is built over time and comes from creating mutually beneficial relationships with customers. One of the keys to creating relationships is providing customers with direct access to company decision makers through a feedback management system that demonstrates that the company cares about them and is indeed listening. ... [ read more ]

A recent TNS Global Panel Study reveals that integrating employee, brand, and customer engagement is strongly connected to high performance. Research from across 23 countries has established four key insights that aim to increase the brand promise to customers and enable the growth of high performing companies: 1. Develop better relationships with employees 2. Focus on the customer experience 3. Be committed to delivering the brand promise to customers 4. Serve as a brand ambassador, and actively promote the company to others. The gaps between “top company” and “well below average” are substantial. This supports the belief that the brand promise has to be experienced by employees so they can live it with the company’s customers. High performing companies are breaking down the silos between customer and employee engagement and branding, and viewing them as multiple expressions of the core of who they are. Go to http://tnsemployeeinsights.com/ for more information.... [ read more ]

‘Repeat business or behavior can be bribed. Loyalty has to be earned’ - Janet Robinson While Ms. Robinson may have been referring to brand loyalty or product loyalty as opposed to customer loyalty programs in the above quote, her words illustrate a very important concept. Incentive programs don’t start with built-in loyalty and customer buy-in. Without question, incentive programs need to generate loyalty – not only from senior management, but also from the customers they’re trying to entice. An effective program will excel for both management and customers when it is built with a foundation that provides a clear vision for success. In fact, many established programs have been assembled using five critical building blocks that inspire brand loyalty among customers. ... [ read more ]

This Loyalty Canada 2012 Conference will give customer loyalty marketers a deeper look into the key issues affecting the creation and implementation of effective loyalty strategies to achieve an ever-growing, profitable, and engaged customer base. Hear from: Canadian Tire, HSBC Canada, Capital One, Scotia Bank, Sobeys, Xbox Canada, JPMorgan Chase, TD Bank Group, PayPal Canada, Suncor Energy, Hudson’s Bay Company, Staples Advantage Canada, Virgin Mobile Canada and More! This is a highly intensive, content-driven event that includes workshops, case studies and panel discussions over two days. This is not a trade show; this event is targeted at a focused group of senior level executives and key decision makers to maintain an intimate atmosphere for the delegates and speakers. In short, this is a peer-to-peer driven conference.... [ read more ]

By attending this event, industry leaders will build upon their existing foundations to keep ahead of the changes in customer stated and unstated needs. Learn to incorporate a caring service orientated approach to engage and retain customers. Hear from speakers from Yahoo!, Microsoft, Hilton Worldwide, Avaya, Deluxe Corporation, Comcast Corporation, American General Life Companies, SimplexGrinnell and many more on leveraging internal and external branding expertise to create a human touch across the customer journey. ... [ read more ]

Employee engagement is one of the four customer experience core competencies and it’s the one that companies tend to struggle with the most. To examine this critical area, Temkin Group surveyed more than 2,400 U.S. employees, finding that only 40% are fully committed to helping their companies succeed, 54% will do good for the company even if it’s not expected, and 26% are likely to look for a new job within six months. ... [ read more ]

There’s a reason for the old adage: “You can’t manage what you don’t measure.” Anyone who has ever tried to run a business knows that’s true. But it is also true that you can’t manage what you measure only once each year. When it comes to employee and customer engagement, most of us collect information through annual surveys, analyze the results, share them in a high-level report and perhaps devote part of an executive meeting to discuss the implications. Like performance reviews, this is usually done once a year – if at all. ... [ read more ]

The EEA has announced a series of 1-hour webinars covering various aspects of its newly developed curriculum on Engagement. Each live session will be followed by a half-hour Q&A with presenters.

Nov. 16: Measurement
The EEA has also scheduled a series of webinars on The Science of Rewards & Recognition presented by EEA Chairman Allan Schweyer on the following dates: Dec 7, Jan 18, Feb 16 and March 15. Sponsored by Canon.
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A unique opportunity for rewards and recognition suppliers to meet with top incentive and recognition buyers in an intimate, relaxed environment, and to tap into the expanding recognition marketplace. Co-located with the Recognition Professionals International Annual Conference, April 29-May 2, 2012... [ read more ]

The Motivation Show includes the Incentive Travel and Meetings Executives Show (IT&ME) and the National Premium Incentive Show (NP/IS), with exhibitors representing the entire range of premium and incentive product and travel destination offerings. Educational sessions cover consumer premiums, employee incentive awards, incentive travel, employee recognition and performance improvement. ... [ read more ]

This conference will focus in on leading current practices within customer experience management practices that include feedback gathering, managing customer expectations, driving operational efficiencies in response to feedback, understanding and reporting measurements and driving an overall organizational customer focused culture that is supported by a growing department budget and enterprise-wide interest. ... [ read more ]

If you were at last year’s Enterprise Engagement Alliance Networking Conference and Expo, you know it drew rave reviews for the level of serious business discussion and learning that went on over the two-day period. So be sure to mark your calendar for this year’s second annual event, scheduled for June 1-2. Who will be there?... [ read more ]

Are there differences in how a computer manufacturer plans and implements an incentive program versus how a pharmaceutical company or new car dealer does? What about a commercial banking operation, insurance agency or a telecommunications company? Are there processes, types of incentives used, or other nuances that are unique to these markets? Which industries are more likely to develop their programs in-house, as opposed to securing an outside vendor? The Vertical Market Study attempts to answer these and other questions. It provides a full report on how the six specific industries planned and implemented incentive travel, motivational meetings and special events.... [ read more ]

The Incentive Research Foundation (IRF) surveyed industry professionals during the month of April 2010, asking them about incentive travel programs, merchandise/non-cash programs, and ROI/budget considerations. The most promising data show that respondents appear to be more optimistic about the current economic climate than they were in either the Summer or Fall of last year. When asked, "In your opinion, what impact will the economy have on your ability to plan and implement incentive travel programs?" 69% say it will have a positive impact vs. only 33% in the Fall of 2009 and just 24% in the Summer of 2009. Similarly, those who say the economy will have a positive impact on merchandise/non-cash incentive programs increased from 20% (Summer '09) and 26% (Fall '09) to 41% currently. Still, one-third of those surveyed predict that budgets for incentive travel will decrease this year, while 37% say they'll remain unchanged. Things were a little better on the merchandise/non-cash side, where only 22% expect a decline (down from 51%), while 40% predict an increase and 37% say they see no change in budgets. This indicates that although there's an uptick in optimism about the economy in general, it may not translate into more money for programs – at least not in the near term. ... [ read more ]

Learn and share insights with more than 18 Customer Experience, Care, Advocacy and Loyalty Leaders on the latest developments in the design of strategies and methodologies being deployed to determine the proper key performance indicators for customer satisfaction. Cost is $2,969.80, but you can save 10% by emailing Michelew@marcusevansch.com and mentioning the Enterprise Engagement Alliance.... [ read more ]

Most leaders and organizations know the difference between a fully engaged worker and one that is marginally engaged or disengaged. The former brim with enthusiasm, they contribute ideas, are optimistic about the company and its future, are seldom absent from work, they typically stay with the organization longer and are among the organization’s most valuable ambassadors. Disengaged workers, on the other hand, are often absent (even when they are at work). They are disconnected and often pessimistic about change and new ideas. They have high rates of absenteeism and tend to negatively influence those around them, including potential customers and new hires. And the cost of disengagement to U.S. employers is estimated to be as much as $350 billion per year.... [ read more ]

Business executives from across the nation will gather for the 7th Annual Multicultural Marketing Summit in order to gain firsthand knowledge of how Hispanics, African Americans, and Asian Americans contribute to the increasingly diverse richness of the population. During the three-day conference, presenters will provide knowledge and insights on groundbreaking research, professional experiences, and techniques specific to ethnic marketing, media and distribution. ... [ read more ]

Following the recent passage of the Travel Promotion Act, the U.S. Travel Association (USTA) announced the creation of a new council that will build a proactive research, communications, government relations and promotion agenda for the meetings and incentives industry.... [ read more ]

Terry Barber, the author of The Inspiration Factor, subtitled "How You Can Revitalize Your Company Culture in 12 Weeks," argues that regardless of your personality type, background, or age, you can choose to create an inspirational transaction and positively impact the people around you. "Inspiration is precursor to leadership, to motivation, and is even a new category for business," Barber says. His book offers seven principles that can help readers become team leaders in their organizations and inspire those around them.... [ read more ]

Event ROI Online is an electronic publication of Experient Inc., a meeting and event services company. The publication offers news about the company and the industry and advice and case studies on issues including attendee management, event logistics, and others. ... [ read more ]

The Gallup Summit Spring 2010 provides leaders the opportunity to share best practices and discuss the crucial issues that affect maximizing performance in their organizations. It also offers organizations the opportunity to benchmark their management practices against the world's best. It will include a look at best practices in managing employee and customer engagement and best practices in recruiting, hiring, and developing talented employees.... [ read more ]

Loyalty Expo will include more interactive sessions and peer group discussion as hundreds of professionals will gather to learn best practices in customer, client, and employee cultivation, including reducing attrition, improving profitability and navigating through challenging economic times.... [ read more ]

Engaging customers through the newest marketing vehicles such as social media, customer communities, blogs, RSS and podcasts requires a solid foundation steeped in customer understanding, marketing planning and technological prowess. This two-day course in using the latest marketing tools and technologies to reach today’s customers will take attendees from the defining basics to the planning and implementation stage. Through interactive presentations and exercises, case examples from B2C, B2B, nonprofit and higher education, and best-practice implementation reviews, participants will leave with a comprehensive understanding of how they can profit from the latest in marketing technologies and tools.... [ read more ]

The Business Marketing Association's 2010 Annual Conference will be themed "Engage!" and focus on innovative ways that corporate marketers are engaging employees, channel partners, customers and other demand drivers to improve customer experience and to generate rapid and profitable sales and brand growth in an improving economy.... [ read more ]

The Engage Summit 2010 sponsored by Allegiance is an opportunity to learn engagement principles that matter most to organizations. Key presenters will offer best practices in engagement and feedback. The conference will also offer training, demos, market research, and plenty of networking opportunities. ... [ read more ]

The IGCC’s revamped and streamlined website now provides a wide variety of research, resources, case studies, gift card incentive guidelines, and a searchable database of gift card providers.... [ read more ]

This research article looks at best practices for achieving an ROI through integrated marketing.... [ read more ]

This item provides a brief look at legal issues related to consumer incentives.... [ read more ]

This article looks at how motivational tools can be used to boost performance and build loyalty and engagement.... [ read more ]

Three are many reasons and many ways to motivate customers, salespeople, and employees. Here's an overview.... [ read more ]

This article looks at the ten key steps that are common to any internal or external incentive marketing strategy. ... [ read more ]

This short article provides a quick look at the consumer incentive industry.... [ read more ]

This article looks at the types of gift cards that are available and the pros and cons of their use in consumer promotions and in employee and channel incentive programs.... [ read more ]

Should you use promotional products as an internal or external marketing medium? This article looks at some of the pros and cons.... [ read more ]

This short article reports on a study that finds that promotional products can help boost customer goodwill toward companies and their sale representatives.... [ read more ]

A study by the Promotional Products Association International looks at how use of promotional products can help boost a company's or product's brand image.... [ read more ]

This item provides highlights of a study by the Promotional Products Association International on how use of promotional products can boost customer referrals.... [ read more ]

This case study looks at the promotional campaign that was created to boost a college football player's visibility in the Heisman Trophy competition.... [ read more ]

This case study looks at a promotional campaign that made travelers more health conscious.... [ read more ]

This case study examines the details of a successful consumer promotion created for an NFL team.... [ read more ]

This vertical study looks at how dealer and consumer incentives are typically used in the automotive industry.... [ read more ]

How to determine whether partnerships will help or hurt your brand... [ read more ]

Author and loyalty expert Dianne Durkin reveals what Whole Foods (and other brands) can teach us about customer engagement.... [ read more ]

A strategic communications effort keeps employees involved in improving the customer experience, which in turn drives company performance... [ read more ]

Provides a detailed outline for marketers of every aspect of the FTC regulations protecting consumers against telemarketing fraud.... [ read more ]

An annual conference sponsored by the International Customer Service Association (ICSA) that focuses on customer service management, education, networking and technology. ICSAnet is a three-day conference which includes a trade show, networking events, and educational sessions. ... [ read more ]

Customer Care Institute (CCI) is an international organization serving customer care professionals. It focuses on issues found in the customer service, consumer affairs, telemarketing, and help-desk professions. With more than 7,000 members, CCI provides Customer Care assessments, Customer Care Manager and Customer Care Professional certification courses, Customer satisfaction measurement programs, front-line skills and management training, as well as many others.... [ read more ]

Catalog industry statistics are presented at the catalog industry's largest conference and exhibition. Offers more than 100 educational sessions and 300 exhibitors. Includes sessions on marketing strategies, merchandising, and Web and email marketing. Also included are the MCM (Multichannel Merchant) Awards, which honor the most effective multichannel merchants.... [ read more ]

The Incentive Federation Inc. is the umbrella organization founded to promote, protect, and research the incentive field, encompassing recognition, promotional products, and related promotions. In addition to being the industry's primary lobbying entity, the Incentive Federation provides the infrastructure for industry-wide corporate outreach efforts spearheaded by the Incentive Performance Center, as well as for the research developed by the Forum for People Performance Management and Measurement at Northwestern University. Plus, the Incentive Federation commissions the industry's only benchmark studies on the use of incentives by U.S. organizations. All suppliers and customers in the incentive and promotion marketplace benefit from these initiatives.... [ read more ]

The Direct Marketing Association's annual "DM Days" conference and exposition includes sessions on Internet marketing basics, affiliate marketing, e-mail lists, e-mail marketing, and targeting on the Internet. It also offers roundtable discussions, workshops, and web usability labs to highlight new strategies and market trends. With more than 250 exhibiting companies, this is also a good networking opportunity.... [ read more ]

ICSA is a non-profit association led by customer service professionals for customer service professionals. These are people who have walked in your shoes and understand your challenges and motivation. Organized in 1981 by a group of 59 customer service management professionals, today's ICSA has come a long way! Globally, our membership tops 700 and we offer a full range of programs that provide members with a forum for sharing knowledge and experience, searching for solutions and networking with other customer service management professionals. ... [ read more ]

DMA2010 has it all — the latest technology, current research, renegade thinkers, industry giants, hundreds of educational sessions, thousands of your peers, and the world’s largest exhibition for direct and interactive marketers. DMA2010 will feature hundreds of educational sessions, roundtables, forums, and case studies led by the direct marketing community's best and brightest thought leaders. Plus, you'll meet thousands of people from around the globe in the world's largest marketing Exhibit Hall.... [ read more ]

The Brand Activation Association has a broad focus on all the disciplines required to activate a brand's strategy, from creative strategies to measurement, on topics from omni-channel marketing to experiential marketing and social media. BAA builds on its membership knowledge base, spanning expertise in strategy through activation, and across all touch points.... [ read more ]

A key show in event marketing that attracts a diverse group of participants. Speakers are sponsorship industry leaders and marketing executives from major corporations. Educational sessions cater to the needs of the most inexperienced and the most advanced attendees.... [ read more ]

The Promotional Products Association International (PPAI) is the promotional product industry’s only international not-for-profit trade association. It offers education, trade shows, business products and services, mentoring, technology and legislative support to its more than 7,500 global member companies. Promotional products are an $18 billion industry, and include wearables, writing instruments, calendars, drinkware and many other items, usually imprinted with a company’s name, logo or message. Since its founding in 1903, PPAI has worked to expand the market, establish standards, enhance the professionalism of the industry and support the growth of member companies. ... [ read more ]

Hosted by the Promotion Marketing Association, Inc. (PMA) this event covers all aspects of integrated marketing and is a must for anybody trying to get to know the field. Brands from all over the world attend and provide their own unique feedback. Provides a means of networking with peers and learning new and innovative strategies from leading companies.... [ read more ]

The Marketing Agencies Association (MAA) provides members, primarily executives at promotion marketing agencies, with professional support, management development, research, and a forum for the exchange of ideas. The MAA website also provides a search function for marketers looking for a professional marketing agency.... [ read more ]

Hosted by the Professional Golfers Association (PGA), this is the world's largest golf products exposition. Includes exhibits, conferences, and a day of demonstrations. The conference offers seminars on topics such as general management, marketing & promotions, golf operations, and instruction.... [ read more ]

Incentive Gift Card Council (IGCC), is a strategic industry group within the Incentive Marketing Association. The IGCC educates the incentive marketplace and the corporate community on the benefits of gift cards, including choice, value and service, and other key attributes recipients say that they want their awards to have. ... [ read more ]

The Incentive Manufacturers & Representatives Alliance (IMRA), a branch of Incentive Marketing Association (IMA), represents factory-direct salespeople in the incentive business, along with manufacturers. IMRA publishes a handbook for suppliers, conducts an annual marketing conference, and offers a free directory of incentive representatives. As a member, you automatically become a member of the IMRA.... [ read more ]

Founded in 1973, SITE is the only international, not-for-profit, professional association devoted to the pursuit of excellence in incentives, a multi-billion dollar global industry. Society of Incentive & Travel Executives (SITE) provides educational seminars and information services to those who design, develop, promote, sell, administer, and operate motivational programs as an incentive to increase productivity in business. Currently SITE has over 2,100 members in 87 countries, with 35 local and regional chapters. Members represent corporate executives, incentive companies, destination management companies, travel & event planners, official tourist organizations, transportation companies, hotels and resorts, cruise lines, trade publications, and supporting organizations such as restaurants and visitors attractions. ... [ read more ]

The American Marketing Association, one of the largest professional associations for marketers, has 38,000 members worldwide in every area of marketing. For over six decades the AMA has been the leading source for information, knowledge sharing and development in the marketing profession.... [ read more ]

The International Conference of the Society of Incentive & Travel Executives (SITE) International Conference is a key event in the incentive travel industry. It includes educational and networking events that help incentive and travel professionals expand their business network by exploring trends and the strategies of their colleagues. This event attracts attendees from all over the world who bring their own diverse solutions to the table.... [ read more ]

For more than two decades, IEG has been developing new and better ways for companies and brands to partner with sports, arts, events, entertainment, nonprofits, and causes—for mutual benefit. As the leading provider of strategic counsel, valuation, research, published information and training, IEG is dedicated to helping sponsors, properties, agencies and others involved in the global sponsorship industry. ... [ read more ]

International Special Events Society (ISES), founded in 1987 is a not-for-profit organization. It is the only international organization representing professionals in all disciplines of the special events industry. It sponsors an annual educational conference and offers an online information service, a fax on-demand service, and a membership directory. ISES strives to educate, advance and promote the special events industry and its network of professionals along with related industries.... [ read more ]

American International Toy Fair® is the largest toy trade show in the Western Hemisphere. More than 1,500 manufacturers, distributors, importers and sales agents from 30 countries showcase their toy and entertainment products. From classic toys to interactive entertainment and everything in between, we have it all! Products include: action figures and dolls, games and puzzles, bicycles, tricycles and ride-ons, radio-controlled vehicles, infant and preschool toys, cars, trucks and trains, puppets and plush, audio and video cassettes, computer software and video games, playground and sporting equipment, Halloween, Christmas, books, stationery, party supplies, and much more!... [ read more ]

Sponsored by AHAA, the Association of Hispanic Advertising Agencies, this event is meant to raise awareness of opportunities in the Hispanic market and to strengthen the professionalism of the industry. It offers a useful way to collect data about the Hispanic market through presentations and research workshops, as well as to network with other businesses in the market.... [ read more ]

POPAI is an international trade association for the marketing at-retail industry. Founded in 1936, POPAI celebrates its 70th anniversary with over 1,700 member companies representing Fortune 500 brand manufacturers and retailers, as well as, marketing at-retail producer companies and advertising agencies from over 45 countries from around the world. ... [ read more ]

Advertising Research Foundation (ARF), founded in 1936, has members from more than 400 advertisers, advertising agencies, research firms, media companies, educational institutions, and international organizations. Its mission is to improve the practice of advertising, marketing, and media research in pursuit of more effective marketing and advertising communications.... [ read more ]

Hosted by the National Association for Retail Marketing Services (NARMS), this event includes educational sessions and roundtable discussions which are a great way to learn strategies of other members of the retail marketing industry. The event also includes an exhibition hall on the first day.... [ read more ]

Held each year by the In-Store Marketing Instutute, the In-Store Marketing Expo focuses on designers and builders of displays but also includes some manufacturers, brokers, and promotion agencies. The exhibition includes nearly 200 suppliers each with their own marketing strategies. There is also a long list of seminars presented by industry experts with topics ranging from competing with private labels to accountability in retail media.... [ read more ]

This conference is a great way to gain knowledge about the latest in consumer electronics technology. In a 2005 survey conducted by Burson-Marsteller it was ranked as one of the top ten most desired speaking opportunities by CEOs. The show also has 2,700 exhibitors which cover the entire consumer electronics market, from digital imaging to wireless technology. Also included are two awards programs, the International CES Innovations Design and Engineering Awards and CNET's Best of CES Awards.... [ read more ]

This conference and expo offered by the American Teleservices Association (ATA) focuses on delivering the brand promise and an "ideal customer experience" through teleservices ... [ read more ]

American Advertising Federation (AAF) binds the mutual interests of corporate advertisers, agencies, media companies, suppliers, and academia as well as promoting diversity in advertising by hiring from a diverse culture pool. Member benefits include an annual marketing conference, an advertising conference, a government conference, publications, and a job bank.... [ read more ]

World Alliance for Retail an international alliance of at-retail companies committed to delivering exceptional sales, marketing and service support to manufacturers and retailers.... [ read more ]

PROMAX/BDA is a nonprofit, member-owned association of over 2,000 companies and individuals in 43 countries. Members are promotion and marketing professionals in the electronic media. The association's mission is to advance the role of electronic media in increasing the effectiveness of promotion and marketing within the industry, related industries, and the academic community. Membership includes a weekly promotion and marketing newsletter and Image Magazine, published once a year, which features members and their ideas about concepts and opportunities on building businesses in the promotion and marketing industries. Benefits of membership also include a member directory, and discounts on events and videotapes.... [ read more ]

Provides an in-depth study of managing information in call centers.... [ read more ]

This book deals with an important portion of the fulfillment process: what to do when things go awry. Short, breezy, readable.... [ read more ]

This book is a standard textbook with an excellent chapter on fulfillment. Don't miss the Customer Service Checklist.... [ read more ]

Has several chapters that relate to planning premium programs. This book offers a solid foundation in sales promotion basics by explaining 10 basic techniques and discussing the newest innovations in the field. A great book for students, because it provides real life examples to spark discussion.... [ read more ]

The author spells out his formula for developing a loyalty-driven culture that empowers employees to strive to create customer loyalty, and he devotes a chapter to fostering teamwork. ... [ read more ]

A comprehensive text on the incentive marketplace. The content is illustrated and includes numerous case studies that reveal the breadth and potential of the incentive marketplace.... [ read more ]

A booklet published by Incentive magazine that details how to structure incentive programs.... [ read more ]

Based on the Incentive Marketing Association's Principles Of Results-Based Incentive Program Design Seminar, this is the first formal curriculum ever developed for incentive program planning. The textbook includes sections on Incentive Program Basics for the Business Executive, Core Strategies for the Business Executive, Planning and Design Considerations for the Practitioner, and Implementation and Management Considerations for the Practitioner.... [ read more ]

An all-in-one reference for marketers, divided into four parts with each part devoted to different aspects of sales promotion, from planning and techniques to strategies and issues. Each chapter is written by an expert with experience working in the field. Hundreds of examples and case histories are included.... [ read more ]

Reviews 126 of the best recent sales promotion campaigns. Readers will develop a better understanding of what constitutes a successful promotion and of what a good promotion can—and can't—do. A straightforward book that is useful for readers with all levels of experience.... [ read more ]

Guides managers in the implementation of strategic brand leadership. Citing such brand-focused companies as Virgin, L.L. Bean, and Nike, the authors provide hundreds of case studies to support theories on building brand equity.... [ read more ]

Deals extensively with the field of sales promotion planning and analysis: how promotions affect sales and profits, types of sales promotions, the interaction of promotion and advertising, and future research. Particularly good for marketers involved in packaged goods promotion.... [ read more ]

A comprehensive handbook on advertising and sales promotion, covering strategic and tactical issues. Includes examples of creative advertising campaigns. The four parts of this textbook cover: Introduction to advertising and sales promotion, Communication strategy, Sales promotion strategy and Planning advertising and sales promotion.... [ read more ]

Explores how marketers must look beyond traditional media to communicate with consumers in the changing field of advertising and promotion. Describes the shift from conventional methods to implementation of an integrated marketing communications strategy and reviews the promotional tools available to help make the transition.... [ read more ]

The definitive advertising and promotion management text for students at the MBA level. Emphasizes corporate communications and business products/services in addition to the traditional focus on consumer packaged goods.... [ read more ]

Explains the basics of a wide range of sales promotion techniques and makes suggestions for effective implementation.... [ read more ]

Guides managers in the implementation of strategic brand leadership. Citing such brand-focused companies as Virgin, L.L. Bean, and Nike, the authors provide hundreds of case studies to support theories on building brand equity.... [ read more ]

This book details the challenges of promotional marketing through a chronological history starting in the 1950s. The last section looks to the future.... [ read more ]

This is for people ready to get serious about implementing a customer-focused direct marketing strategy. The author addresses: building useful databases, using research, developing marketing programs, segmenting markets, and estimating customer value. ... [ read more ]

Consultant Knapp shows how the best practitioners, including such household names as Starbucks, Citigroup, Whirlpool, Lexus, and Hallmark, shrewdly develop and maintain their brands in the face of ferocious competition. This book is aimed at managers, not just marketers. Readers can assess and improve their own efforts by adopting Knapp's proven components of the Brand Mindset for brand success. ... [ read more ]

This is great for small businesses, but anyone can benefit from the "guerrilla" point of view. Gives a great view of basic database and research goals.... [ read more ]

A group of 25 worldwide opinion-makers, from CEOs to athletes, comment on the concept and future of brands.... [ read more ]

The authors of 20 essays look at branding from a wide range of perspectives, from the creation of a new brand and development of brand names through packaging design and advertising. For executive-level managers who are either directly or indirectly involved with marketing and branding, this is a must read.... [ read more ]

D'Alessandro, CEO of the John Hancock insurance group, offers principles for improving a company's understanding of brand usage. He succeeds at reminding everyone from the CEO to the people on the assembly line that their company's brand is its most crucial asset.... [ read more ]

The authors unveil the Brand Portfolio Approach, a strategy that they claim increases the value of brands by exploding them beyond the boundaries of their division or their parent company. Covers brand extensions and repositioning, as well as an organizational design for implementing brand-portfolio management.... [ read more ]

The authors examine what they feel is the link between employee, customer, and investor loyalty and attempt to prove that traditional accounting practices do not show the "loyalty effect." They make a compelling case by applying other gauges to show the impact of loyalty on long-term organization performance.... [ read more ]

You won't find the secrets to motivating the middle 60 percent in this book, but you will find ample reasons why you should try. Drawing on their years of management consulting experience and academic research, the authors provide compelling evidence that profit and growth can be directly linked to both customer and employee satisfaction. They also provide a macro recipe for "capitalizing on the service profit chain," including management, marketing, operations, and measurement strategies.... [ read more ]

Written for creative marketing professionals, this book covers the basics of turning copy and graphics into sales. Also contains useful production information.... [ read more ]

This is for anyone whose business depends on direct marketing. Particularly useful are the chapters concerning the agency/client relationship.... [ read more ]

Stone shares why companies like Quill, Lillian Vernon, and Spiegel have achieved phenomenal success with direct marketing.... [ read more ]

Here are the forward-looking views of 28 leading experts. Especially interesting are the many takes on where technology will take marketers. ... [ read more ]

This book explains how databases work and why people do or don't respond.... [ read more ]

Offers a good introduction to the new thinking about market research. It's a handbook of the latest trends, strategies, and techniques of marketing in today's global community. Blackwell illustrates his points with examples from companies that already employ such practices, including Kinko's, The Limited, and Banc One Corporation. ... [ read more ]

Lead author Denny Hatch, founded Who's Mailing What newsletter and is consulting editor for Target Marketing magazine.... [ read more ]

Contains summaries of advanced research techniques. Also included in this volume are 10 papers contributed by marketing/social psychology professor Richard P Bagozzi.... [ read more ]

Uses sales data generated by in-store electronic scanners to explain sales promotion strategy and its place in an integrated marketing program.... [ read more ]

This book takes a hands-on approach to building a customer-centered organization. ... [ read more ]

This book looks at how new marketing techniques enable companies to build closer relationships with customers. ... [ read more ]

An analysis of what it takes to exploit the market potential of a product. The original hardcover edition was declared one of the top 30 business books of 1992 by Executive Book Summaries. Now, it's been updated for the 21st century and available in paperback.... [ read more ]

A managerial perspective on how to build and maintain a viable brand identity and a competitive branding strategy. The handbook draws heavily on the use of case studies, including such brands as Marlboro, Perrier, and Pizza Hut. For comprehensive business collections.... [ read more ]

A complete guide to planning and implementing promotional events. Includes a section on fund-raisers. A very good book for beginners and intermediate people who plan or want to plan large events.... [ read more ]

Describes all of the processes necessary for customer retention at both large and small businesses. This book comes closer than any other to addressing all the elements of the New Marketing spelled out in this article.A relevant guide for managers, retailers, educators and students, Aftermarketing is applicable to product and services, consumer and industrial markets, and both the profit and non-profit sectors.... [ read more ]

This book, which broke ground six years ago by outlining relationship marketing, provides an excellent overview. The book is intended for all marketing managers coming to terms with doing business in turbulent markets and facing up to strategic quality and customer services issues. However, it lacks implementation details and doesn't take into account advances in Internet and database technology that have taken place since its publication.... [ read more ]

A collection of articles from some of the nation's leading academic researchers on all aspects of customer retention, including internal and external marketing, employee motivation, and long-term relationship-marketing strategies. Best for those who want to understand the internal as well as external marketing issues involved with one-to-one marketing, as well as those who want an international perspective.... [ read more ]

This book puts marketing on the most personal, one-to-one level by identifying the elements of friendship and relating them to business relations. Using dozens of real-life examples, the author shows how building relationships is the key to business development and personal fulfillment. It has little to do with technology, but everything to do with sales techniques.... [ read more ]

Multichannel Merchant is the authoritative source for catalog marketing intelligence. Since 1983, it has built a reputation for anticipating, reporting, and analyzing changes affecting the catalog business. ... [ read more ]

Advertising Age is a leading industry source for marketing, advertising, demographic, and media news and analysis.... [ read more ]

Brandweek is the leading source of news and information in the U.S. marketing industry and the only trade magazine to offer saturation coverage at all levels of the brand-activation process. Special Reports including Marketers of the Year, Next Generation Marketers (under 40), Guerrilla Marketers and Superbrands, covering the Top 2,000 brands that spend $250 billion on media in the U.S. each year. Brandweek covers the world of brand identity marketing from big-budget ad campaigns to under-the-radar "street" efforts. An indispensable marketing magazine that is a vital part of the marketer's tool kit, Brandweek gives its busy readers valuable competitive information and insights for bringing new products and ideas to the global marketplace. ... [ read more ]

This publication covers every aspect of direct marketing. It aims to help marketers find, reach, and keep their customers. The online version provides access to an online supplier directory. Direct has two e-newsletters: "Direct Newsline" and "Direct Listline." As the authoritative resource for direct marketing professionals, DIRECT delivers detailed coverage of every aspect of successful direct marketing, and helps marketers find, reach and keep their customers.... [ read more ]

The DMNews franchise today includes the weekly print edition of DMNews, serving a BPA-audited circulation of 50,000 qualified recipients, along with this Web site, www.DMNews.com, and seven e-mail newsletters. These online editions collectively reach hundreds of thousands of readers per month. Over the years, DMNews has been highly successful in creating new print and online media products that reflect the new trends and technologies in marketing. The DMNews team of professional journalists, as well as contributions from key industry professionals, is uniquely suited to provide comprehensive coverage of the convergence of direct, database and online marketing and advertising.... [ read more ]

This publication reviews 3,000-4,000 pieces of direct mail each month and reports on the winners. Articles give detailed information on the most powerful and profitable techniques. Subscription includes three special reports on secrets of direct marketing ... [ read more ]

Potentials magazine is now officially a part of its sister publication, Incentive magazine. The new Potentials section within Incentive magazine speaks to incentive buyers and program planners, enabling them to grow their businesses and enhance performance by providing ideas and products that motivate. We offer the most comprehensive look at incentive awards in the industry as well as providing the most up-to-date information on how corporations are leveraging products to motivate employees and clients.... [ read more ]

PROMO Magazine provides insights into using promotion marketing as a strategic, measurable component of an overall marketing mix. PROMO editors take a "What Works and Why" approach to their coverage, informing readers about important trends, issues, news, and deals through corporate profiles, trend pieces, sector-specific departments, single-topic supplements, and exclusive research projects. ... [ read more ]

This service offers Promo magazine special reports by instant fax. Topics include promotion research, product sampling, mall marketing, in- and on-pack promotions.... [ read more ]

A publication for executives who want to build sales, stay ahead of the competition, keep up with technology, and market their companies to today's tough customers. Each issue has case studies, columns, and an international report. Topics range from motivation to sales training to automation. SMM also publishes the Survey of Buying Power, which uses U.S. Census data to track consumer buying patterns by county and metro area.... [ read more ]

This publication covers an extensive range of direct marketing topics. It includes regular features on lists and sources, recommendations of "hot lists" and information on newly published lists. Most issues have feature articles related to choosing and using lists. Target Marketing is self-described as "the how-to publication of the direct marketing industry," circulation over 42,000. ... [ read more ]

This publication offers information on inbound and outbound telemarketing, call center operation, customer service hiring, training, and service agencies. A section focuses on computer-telephony integration and other call-center technologies. ... [ read more ]

Mass Affluence explores the idea that "Mass Marketing is back" but with a new target and a fresh approach that companies ignore at their paril. Nunes and Johnson argue against the old mass-marketing concepts of the 1950s and outlines seven new rules for capturing this newly discovered ignored market.... [ read more ]

Incentive is the only publication devoted exclusively to motivation and performance improvement through the use of incentive programs and consumer promotions. We are a FIRST-READ for executives looking to improve company performance and a FIRST-BUY for advertisers looking to reach the most qualified incentive buyer decision-makers. The Incentive advantage is a direct result of more than 100 years of industry experience coupled with the highest subscriber qualification standards in the industry. Incentive helps both advertisers and subscribers reach their goals.... [ read more ]

In this book, author Gerald Zaltman builds on research from desciplines as diverse as neurology, sociology, literary analysis, and cognitive science in order to give insight into what happens within the complex system of mind, brain, body and society as consumers contemplate their needs and evaluate their products.... [ read more ]

Corporate Meetings & Incentives (CMI) is part of Prism Business Media's Meetings Group of magazines. It explores trends in meetings and incentives as they relate to companies successfully communicating with employees, dealers, distributors and customers.... [ read more ]

This publication targets marketers who promote trade shows and consumer shows. it covers planning, producing, and promoting trade shows and tracks industry trends.... [ read more ]

This newsletter covers sponsorship trends, analyzes industry issues and categories, reports on sponsorship deals, and presents case studies. It also lists requests-for-proposals (RFPs) and positions available in the industry. ... [ read more ]

This publication contains articles of interest to sales promotion and marketing executives who manage sales promotion programs, POP displays, and trade show exhibits.... [ read more ]

The mission of the Journal of Advertising Research (JAR) is to act as the research and development vehicle for professionals in all areas of marketing including media, research, advertising and communications. The JAR provides a forum for sharing findings, applications, new technologies and methodologies, and avenues of solution. Its primary audience is the practitioner at all levels of practice. ... [ read more ]

Net Worth deals with the idea that Buyers are losing their patience and trust in sellers. By playing with the relationship between buisnesses and their customers, Hagel and Singer suggest readers to challenge their fundamental beliefs about marketing, brands, and value. ... [ read more ]

Brandscendence explores what makes certain brands prevail over others. According to author, Clark, there are three elements that are essential for brand endurence: revelence, context, and mutual benefit.Clark also outlines his formula for branding success and illustrates how it's applied by the world's most prominent brands. ... [ read more ]

Beyond the Brand provides an in depth look at the importance of certain customers in the marketplace. With case studies and practical step-by-step methods, readers learn how to engage customers in a dialog that can fuel real product and marketing innovation. Readers will learn how to develop a bottom-up strategy, hone intuition and find inspiration to drive innovation, find your company's center of gravity, and identify and find new ways to listen to the key voices in your marketplace.... [ read more ]

How to Turn Customer Service into Customer Sales is a complete handbook to improving your company's customer service. With its step-by-step procedures and easy to follow instructions, this book is beneficial for anyone who deals with research, hiring, training, execution, and follow-up within their company.... [ read more ]

How to Drive Your Competition Crazy is for any entrepeneur, small business owner, independent relatiler, not for profit crusader, marketer, or business traveler who is looking to get a competative edge and get ahead of their competition. With real-life examples with companys like Haagen-Dazs and Sears, this book is perfect for any company looking to crush their competitors. ... [ read more ]

"The Anatomy of Buzz" explores the most powerful form of marketing: word of mouth. With over 150 interviews from executives, marketing leaders, and major researchers, the author discusses proven techniques for stimulating customer-to-customer selling. This book is indespensible for any company or salesperson looking to market a new product or increase sales on already existing ones.... [ read more ]

The authors explain the strategies and tactics that make customer equity management work. They outline customer equity's three core strategies: customer acquisition, customer retention, and add-on selling. With very detailed how-to chapters this book is good for any business person looking to strengthen the bond between them and their customers.... [ read more ]

The Branding Excellence Conference, sponsored by the American Strategic Management Institute (ASMI) aims to teach companies how to market their brands for the "customer of the future." If offers best practices in brand management, ROI, and customer loyalty for enhanced brand appeal and recognition. ... [ read more ]

Through the example to the Unixyx Corporation, Customers Mean Business, explores the attention and care customers need in order to keep buying from a company. With a helpful six stage process called "Customerize," this book is good for anyone looking to get on the cutting edge of customer service.... [ read more ]

Customer Centered Growth reveals the secrets to company growth by putting the customer at the center of your efforts. Using dozens of case studies, the authors outline five strategies that a company can use to grow no matter what the business conidition.... [ read more ]

The Promotion Marketing Association (PMA) seminar is taught several times a year at different locations. This is a well-rounded introduction taught by senior marketing executives and marketing law attorneys, with the focus primarily on consumer promotions. The conference is internationally acclaimed, and attracts a diverse group of attendees.... [ read more ]

Licensed products have a major role in premium programs. This show, sponsored by the International Licensing Industry Merchandiser's Association (LIMA), is the major event for the licensing industry, with exhibits and an education program covering all aspects of the industry.... [ read more ]

Best Practices shares how more than forty best-practices companies focus on their customers, create growth, reduce cost, and increase profts. It focuses on customers and how to involve them in everything from the design of products and services to marketing, selling, and product delivery. This book is good for managers in any business, in any industry.... [ read more ]

"The Infinite Asset" unveils a strategy called the "Brand Portfolio Approach" that exponentially increases the value of brands by exploding them beyond the boundaries of their division and even their parent company. With how-to models, this book is a great guide to leverageing every company's infinite asset for lasting competitive advantage.... [ read more ]

Sales, Marketing, and Continuous Improvement, is a straightforward, example-filled guide that discusses the need to have sales and marketing as part of your improvement processes. With a step-by-step 6 phase guide, author, Stowell, offers practical guidance for avoiding common pitfalls. This book is good for anyone in a management position in any company, in any industry.... [ read more ]

Customer Loyalty explores the true meaning of customer loyalty and how to acheive it. Author, Griffin, outlines the seven stages of customer affinity and offers strategies for recognizing which fustomers have the potential to become a company's advocates. This book is helpful for business people in small or large product or service based companies.... [ read more ]

"Total Customer Service" discusses how companies rarely become serivce leaders through blind evolution. Using case studies of companies who have been successful service leaders, readers will learn how to stay on top of the quality of their customer service in this ever-changing business environment.... [ read more ]

Author Levinson applies his proven guerrilla philosophy to advertising in Guerrilla Advertising. This step-by-step guide will help you develop advertising strategy, design effective ads and copy, maximize advertising effectiveness, focus your audience and much more.... [ read more ]

Event Entertainment and Production is a complete guide to producing entertainment for every event. Gives you the tools you need to efficiently produce and manage the right entertainment for any event. This guide shows you how to work within a budget, limit risks associated with entertainment, design, plan, and produce entertainment, and work with performers. This book is perfect for any event planner.... [ read more ]

Love Thy Customer is a guide to communicating with your customers in a way that goes above and beyond mere "customer satisfaction." This book includes skills and strategies for quickly winning customers over, avoiding problems, preventing customer dissatisfaction, and much more. ... [ read more ]

Best Face Forward talks about obtaining success through employee motivation. This book reveals how to determine the optimal division of labor between people and machines, discover innovative ways to combine people and machines to mediate critical customer interactions, and more.... [ read more ]

An interactive book with templates that permit the reader to develop a personal integrated marketing plan using the knowledge gained from the text.... [ read more ]

This white paper discusses the range of "zero-based performance improvement strategies" that can be developed with the help of full-service incentive and performance improvement companies. It also includes contact information on members of the Incentive Marketing Association's Performance Improvement Council, made up of a dozen organizations dedicated to offering companies solutions-based incentive and performance improvement programs.... [ read more ]

Customer Relationship Management Systems is an overview of author, Petersen's, experience in the field of strategic planning and the implementation of automation projects. This book will show you how to identify sources of justification for you project, determine readiness of your organization for the initiative, and much more.... [ read more ]

"The Constant Consumer" looks at the consumer patterns of the baby-boomer demographic as a jumping point to its claim that traditional age-base demopgraphic profiling is off the mark. This book will help you increase sales by understanding what consistently drives consumer spending decisions and enhances market shares by speaking to shared values and not just past actions. This book is perfect for people in management positions anywhere.... [ read more ]

This paper introduces the discipline of "People Performance Management" as developed by the Forum for People Performance Management and Measurement, a unit of the Integrated Marketing Communications Department of the Medill School of Journalism at Northwestern University. People Performance Management refers to an integrated process designed to help firms maximize long-term financial performance through a strategic focus on their most valuable asset -- human capital.... [ read more ]

This paper looks at the types and applications of gift cards and gift certificates and reviews the research that points to the efficacy of gift certificates and cards in achieving business results. Gift certificates and cards have been shown to increase sales, improve employee performance and build loyalty, foster teamwork, and create new markets, among others.... [ read more ]

Manage Globally, Sell Locally addresses the factors that make managing the account relationship different from territory management. It also offers tools to help the account manager measure success or position within the account. This book is best for organizations with an account-focused sales force.... [ read more ]

Consumer Behavior is a textbook that contains 32 short cases that will discues the many aspects of consumer behavior. This book is good for any business professional looking to learn more about consumers.... [ read more ]

Reviews the economics and objectives of customer retention and argues that it’s easier and less costly to sell to existing customers than to new customers. The more customers you keep through active retention efforts, and the longer you keep them, the more profitable your company will be.... [ read more ]

Federal legislators in 2002 enacted the Sarbanes-Oxley Act (SOX), which was designed to improve the accountability of corporate managers to shareholders and to improve public confidence in publicly traded companies. This white paper is an outline of the potential impact of SOX on the use of performance improvement and incentive programs. ... [ read more ]

Gift cards have become an important corporate tool for reward and recognition. This paper looks at the growing use of gift cards and how to add to the "trophy value" of gift cards via communication, customization, and presentation.... [ read more ]

Markets of One explores mass customization as a recent trend that has swept across the industry. This book is a collection of 10 Harvard Business Review articles that chronicle the evolution of business competition from mass markets to markets of one. This book is good for anyone in any industry.... [ read more ]

Ageless Marketing discusses a research project on the aging boomer generation, detailing the core values, buying behaviors, and emotional factors that are unique to the New Customer Majority. With its new research approach in profiling this lucrative market, this book is good for anyone in the marketing industry.... [ read more ]

This white paper highlights four key areas that impact organizational adoption of integrated marketing and motivate employees to think about and cooperate with integrated marketing efforts beyond their functional silos.... [ read more ]

Customer Connections discusses information and knowledge management technologies to connect with customers in a new way. This new model fosters collaboration and playing the right role in supply and demand chain. This book is good for any salesperson.... [ read more ]

This quarterly publication is devoted to frequency marketing and loyalty programs.... [ read more ]

Progressive Grocer has been the voice of the food retail industry for over 84 years. Serving the largest audience in the market, Progressive Grocer's readers are top management at headquarters and top decision-makers at store level. From chain supermarkets to independent supermarkets, super centers, wholesalers and food brokers, readers rely on Progressive Grocer for its authoritative, comprehensive, relevant and research-based editorial and news. By anticipating, reporting and interpreting important data and trends, Progressive Grocer fulfills its mission: accelerating insight and opportunity for leading grocery retailers, and accelerating brand and sales success for leading manufacturers. ... [ read more ]

An Official News Publication of the In-Store Marketing Institute Published 12 times a year, P-O-P Times serves the news and product information needs of buyers and users of in-store displays, signs and fixtures. Every month, it informs readers of the news, trends, and events that shape the use of P-O-P and the impact and effectiveness of in-store marketing. ... [ read more ]

Customer Relationship Management is the membership journal for the Society of Consumer Affairs Professionals (SOCAP). It features articles by SOCAP members and other experts on consumer affairs, customer service, customer loyalty, and customer relationship management.... [ read more ]

Customer Service Newsletter reports on practical techniques for improving customer service operations. Topics covered include training, motivating staff, increasing performance, measurement, benchmarking, and using new technology. ... [ read more ]

Harvard Business School Publishing (HBSP) was founded in 1994 as a not-for-profit, wholly-owned subsidiary of Harvard University. Its mission is to improve the practice of management in a changing world. HBSP does this by serving as a bridge between academia and enterprises around the globe through its publications and reach into three markets: academic, enterprise, and individual managers. ... [ read more ]

Emotional Branding discusses how to access, with intelligence and sensitivity, the true power behind human emotions. It shows how to bring a new level of credibility and personality to a brand by connecting with your consumer. ... [ read more ]

Engagement Strategies focuses on what's new, how-to, and where to find products and services related to incentives, motivational meetings, and performance improvement. Its affiliated Web site, the Sales Marketing Network at www.info-now.com, offers comprehensive how-to and reference information.... [ read more ]

The Annual Call Center Exhibition (ACCE) offers a variety of educational tracks and sessions presented in several different formats focusing on customer relationship management (CRM), call center management, and technology. The exhibit hall includes providers of a large range of solutions and services, including quality monitoring, information technology, and interactive voice recognition.... [ read more ]

This paper explores the different types of consumer, dealer, and aftermarket incentives used in the automotive industry. It also looks at how advertising agencies view incentives. It examines traditional incentive strategies and concludes with advice on program implementation.... [ read more ]

This virtual seminar offered by the Direct Marketing Association over the course of six weeks will help attendees will improve their skills and learn the latest techniques in direct market copywriting.Your instructor – a top professional copywriter – will guide you through weekly lectures and writing assignments sent via e-mail, answer any questions you have along the way and personally critique your work. ... [ read more ]

Develop innovative and successful direct mail strategies for your company and jump-start your direct marketing career. Learn dozens of proven tools that the country’s biggest and best companies rely on. This unique and interactive two day seminar will ensure you know how to make your next direct marketing campaign a huge success. Learn everything you need to know about positioning, choosing the right target market, developing the most effective message, and making your creative work.... [ read more ]

The Direct Marketing Association's Direct Marketing Institute is an in-depth course for beginners and a great refresher for experienced DM professionals wanting to sharpen skills, expand their expertise, and update their knowledge. This seminar can be applied to DMA's Certificate in Direct Marketing. ... [ read more ]

This one-day Direct Marketing Association (DMA) seminar will help get company e-mails read by customers. It also offers information on beginning an e-mail marketing campaign, if you don't have one, of if you do have one, it will make sure your strategy is up to speed. ... [ read more ]

The Direct Marketing Association (DMA) Basics of Direct Marketing seminar will introduce marketers to all key issues of direct marketing, enabling them to develop skills and gain more knowledge about such vital topics as offers, creative, copywriting and research/testing. It will also provide tools and techniques, help nurture ideas, and teach the essientals of direct marketing.... [ read more ]

Learn the benefits of using predictive modeling and strategic segmentation, what all is involved and how to be a good project manager – all in one day. This introduction to quantitative modeling for direct marketers will teach you how to optimize profitability of targeted promotions and identify significant customer and prospect subgroups. Gain an in-depth understanding of a host of quantitative techniques – everything from prediction and segmentation to testing and direct modeling economics.... [ read more ]

This study, conducted by Frank Mulhern on behalf of the Promotion Marketing Association with the support of the Forum, identified key challenges facing organizations attempting to fully integrate external and internal marketing.... [ read more ]

This study, by Prof. James Oakley of Ohio State University, found a clear link between employee engagement and customer satisfaction, and customer satisfaction and profitability.... [ read more ]

Section 274(j) of the Internal Revenue Code contains specific rules on the tax treatment of “employee achievement awards.” As a general rule, the employer cannot deduct employee achievement awards, unless they meet certain criteria.... [ read more ]

The federal income tax considerations for incentive programs are often overlooked. While it is difficult to give technical tax advice that would apply equally to all incentive programs, following certain general income tax principles can make an incentive program more successful and avoid unpleasant surprises.... [ read more ]

Results from the study Awards Selection: Insights from Managers, conducted by the Forum for People Performance Management and Measurement, sheds light on the efficacy of 12 distinct motivational tactics used by HR and marketing managers across many industries to achieve 10 specific organizational objectives.... [ read more ]

This study, by Prof. James Oakley of Ohio State University, found a clear link between employee engagement and customer satisfaction, and customer satisfaction and profitability.... [ read more ]

This study analyzed attempts by a dozen diverse companies to integrate their external and internal marketing practices.... [ read more ]

Promotional products foster customer goodwill (positive attitudes and feelings) toward a company and its salespeople. This study, completed by Baylor University in 1992, involved a textbook publisher sending 4,000 educators either: (1) a pocket calculator plus a letter, (2) a lower-priced highlighter pen plus a letter, or (3) a letter only.... [ read more ]

Once again we see statistically how well promotional products can help market business, thanks to a 2004 study by L.J. Market Research.... [ read more ]

With the increase of postal rates over the past several years and dwindling advertising and promotional budgets, many companies are tempted to reduce or eliminate investments into pre-show mailings with promotional products in tradeshow settings. Is this a wise choice? The results of a 2004 study by Georgia Southern University indicates the answer is NO.... [ read more ]

An experiment conducted by Georgia Southern University shows that recipients of promotional products have a significantly more positive image of a company than consumers who do not receive promotional products.... [ read more ]

Marketers need not rely on their salespeople to elicit new leads for business. Existing customers are a gold mine for getting referrals—when they are asked! Through direct mail offers of promotional product incentives, marketers can leverage customer satisfaction and secure more valuable referrals. These findings are from a 2005 customer "referencing" study done by an advertising faculty at Louisiana State University and Glenrich Business Studies. *... [ read more ]

Promotional products can increase traffic to an exhibitor’s trade show booth. A 1991 study by Exhibit Surveys Inc., found that using promotional products can give you an advantage over other exhibitors for buyer attention.... [ read more ]

Just how effective are promotional products as giveaways at trade shows? A 2003 study by Georgia Southern University explores how promotional products impact recipient’s perceptions of the company, usefulness of the product and much more...... [ read more ]

The Incentive Federation Inc. has commissioned a survey involving current users of merchandise and travel items for motivational applications. The Center for Concept Development (CCD) was asked to analyze the data collected in this survey and to prepare this report on the survey findings.... [ read more ]

The Incentive Research Foundation funds and promotes research to advance the science, enhance the awareness and appropriate application of motivation and incentives in business and industry globally. The goal is to increase the understanding, effective use and resultant benefits of incentives to businesses that currently use incentives and others interested in improved performance... [ read more ]

Founded in 1973, Society of Incentive and Travel Executives (SITE) is the only international, not-for-profit, professional association devoted to the pursuit of excellence in incentives, a multi-billion dollar global industry. SITE provides educational seminars and information services to those who design, develop, promote, sell, administer, and operate motivational programs as an incentive to increase productivity in business. Currently SITE has over 2,100 members in 87 countries, with 35 local and regional chapters. Members represent corporate executives, incentive companies, destination management companies, travel & event planners, official tourist organizations, transportation companies, hotels and resorts, cruise lines, trade publications, and supporting organizations such as restaurants and visitors attractions. ... [ read more ]

National City Bank’s Bravo! recognition program was designed to motivate 12,000 customer service representatives and customer service leaders to generate a 25% increase in referral volume.... [ read more ]

Promotional Products have a positive impact on brand image. Specifically, when comparing people who receive a promotional product from a company with others who do not, this research shows that people who receive a promotional product have a signi?cantly more positive opinion about a business through: • More positive overall image • More positive perception of the business • Higher likelihood of recommending the business • Higher likelihood of patronization.... [ read more ]

Promotional Products furnish advertisers with advantages that may not be available in other media. These include: • High recall where the name of the advertiser is remembered. • Repeated exposure to the advertising message because of length of time the item is kept. • A more favorable impression of the advertiser, resulting in a propensity to do business with the organization giving the item. Promotional products can provide key elements to an advertising campaign and enhance opportunity for driving a message far beyond traditional media.... [ read more ]

The agent loyalty program "Policy Points" is an on-line program that is customized around GMAC's brand. It was designed to build awareness, loyalty, web traffic and business among GMAC's agents and agency partners. Points are awarded for new business and business transfers.... [ read more ]

You've Got the Power was the third in a series of Lowe's employee initiatives designed to build credit card application growth and promote customer loyalty. The promotion successfully combined the power of merchandise incentives and cash to motivate a diverse workforce.... [ read more ]

Pick-n-Pay, a South African supermarket chain with 265 stores, opted to rebuild its corporate image, emphasizing such tenets as respect, dignity, and freedom for all individuals. ... [ read more ]

When Mohawk Industries, a $2-billion manufacturer of carpets and rugs, acquired several prestigious brands, it took considerable resources of time and money. The expansion and consolidation process inevitably affected some of the company's key residential dealers. ... [ read more ]

At first glance, Pacific Bell Wireless targeted consumers considering the purchase of cellular phone service and cellular phones; however, a closer inspection revealed a highler level of marketing. Pacific Bell Wireless partnered with Sony Electronics and Ronald McDonlad House Charities in an effort to offer a very attractive value-added promotion that would capture the interest of consumers and communitites alike.... [ read more ]

More than 200 million game pieces were circulated on the caps of white milk gallons, supported by point-of-sale materials installed in participating grocery stores. Consumers collect game pieces for an opportunity to win a grand prize, promoted with the tag line, "Live Like a Milk Mustache Celebrity for One Year!" The winner gets his or her own milk mustache ad in a national publication, along with a trip for two to the October 2000 World Series, the January 2001 Super Bowl, and Hollywood. A milkshake date with Ivana Trump, his and hers mountain bikes, and a plethora of other prizes are also included. ... [ read more ]

The game positioned Chex as fun for kids and gave it contemporary appeal by taking advantage of the growing number of home computers. The game was designed to be exciting so consumers would continue to play, generating additional brand impressions. ... [ read more ]

John Deere agricultural dealers sell and service equipment and parts. Loans and leases through the company for these items generate profit and build brand loyalty. So it was logical that John Deere's first credit-related promotion would be designed to increase credit/lease acceptances, market share, and brand loyalty. ... [ read more ]

An intensive public relations campaign was created to entice consumers to try the bagels. During peak morning hours, Dunkin' Donuts employees conducted waves of bagel sampling, following instructions in a detailed, 15-page manual prepared by the company.... [ read more ]

The month-long "Ford Family Days" promotion was developed to build consumer awareness of the Ford Windstar and other family-oriented models. The "Project KidCare" tie-in increased traffic for the final day of the promotion. ... [ read more ]

To create a better synergy between those who choose suppliers (a dealer's parts department) and those who specify the product (the service department), the Aftermarket Division developed the "After Market Achievers" incentive program in conjunction with MotivAction, the Minneapolis-based full-service marketing company. The campaign rewarded parts and service managers, dealership employees, and field representatives for achieving specific goals. ... [ read more ]

The contest gave 19 kids (10 from the U.S.) the opportunity to fly to an undisclosed destination to join forces and execute a secret mission. Additional prizes included "QuestWorld Adventure" gear, including backpack, flashlight/siren, travel journal, pen, glow sticks, and T-shirt. The network's Latin American and Asian divisions also participated in the promotion. ... [ read more ]

To meet Verizon’s mission of deepening their relationship with this key customer segment, the La Plaza program needed to deliver more targeted, creative offerings than typical loyalty programs that award customers points based on purchases. MotivAction kicked off the effort by conducting extensive research within the Hispanic marketplace to identify the core needs and interests of the community. Rooted in primary research, including valuable focus group feedback, La Plaza was structured to ensure that all incentives and communications were built around the core values of interest: education, job enrichment and standard of living, and personal safety and security. ... [ read more ]

A media blitz kicked off the campaign. Before issuing press releases, Coach sent editors of nonautomotive publications a Coach classic key fob featuring a model of a Lexus. Accompanying the key chain was a notice that said, "It Takes Two to Build a Masterpiece—the 1997 Lexus LS400 Coach Edition. Details to come." ... [ read more ]

Participants could enter the sweepstakes by sending four nonwinning tickets in an envelope with their name, address, and phone number. ... [ read more ]

The program was built around a point system. Wholesaler showroom personnel earned one point for every two sales; counterpersons received a point for every six sales. Points were redeemable for merchandise from an "MVP Awards Extravaganza" catalog. ... [ read more ]

The John Jermain Memorial Library partnered with the The New York State Library's Statewide Summer Reading Program which distributes a programming kit to all 1,200 public library branches and reading center locations in the state. The program's theme is "2001: A Reading Odyssey." ... [ read more ]

Capturing the fervor of football season and the unrelenting passion an NFL fan has for his or her team, Coca-Cola together with Riddell, Inc. offered consumers a mini NFL replica helmet. This helmet fit onto a 20-ounce Coca-Cola bottle. With the purchase of two 20 ounce Coca-Cola products, consumers received a free pocket pro helmet (valued at $2.99). The promotion was initiated in January, peak football season, creating a chase aspect. The challenge for the consumer was to collect all 31 NFL teams, and they were urged to do so through visually dramatic POS products. Store Manager Incentive Contests were implemented in some stores, with the prize being a 36 unit mini-helmet case to display all 31 NFL team helmets. ... [ read more ]

The online sweepstakes, which was used to encourage people to visit the Web site, featured a grand prize trip to Tarrytown, New York, to tour the real Sleepy Hollow. A 30-second spot aired on the network to promote the Web site and sweepstakes. Odyssey's main Web site also carried a banner ad to drive traffic to the film's site. ... [ read more ]

Every time they dined at The Palm, customers received a random selection of three "steak certificates" for a specific number of shares in a company listed on the New York Stock Exchange (NYSE). Diners could open an account, make deposits, and receive dividends as they built their "portfolios." The accounts were identified by home telephone numbers. Customers could accumulate certificates and mail them in at the end of the promotion or deposit them when leaving the restaurant. ... [ read more ]

To build consumer awareness and boost sales, the company developed a "Mobile Marketing" program. The centerpiece was two vintage Airstream trailers that had been converted into Marie Callender's Mobile Diners. During a 19-week period, the two diners were used to make sell-in presentations to key retailers in six markets, as well as deliver "home cooked" samples to consumers. ... [ read more ]

Each year, the program is fine-tuned. For example, one year the promotion focused on comic-book renderings of the Superheroes for premiums and point-of-purchase materials, rather than newer, animated versions. ... [ read more ]

To capture the attention of young consumers and their moms, point-of-purchase displays announcing the "Wilder Side of Milk" sweepstakes featured a chocolate-colored mountain bike sporting cow spots and the "Got Milk" logo, and special edition remote control Monster Trucks. ... [ read more ]

Owning a new pet can be an overwhelming experience for any consumer. Young families, in particular, often have many conflicting responsibilities and little time to spare. Purina focused on simplifying these responsibilities for the new pet owner by offering them a complete starter kit that contained everything they needed to care for their pet.... [ read more ]

In spite of Mountain Dew's strong market position, Pepsi-Cola wanted to build the brand's loyalty, attract new customers, and keep the growth rate above the industry average. To achieve those goals, the company developed the "Extreme Network" promotion, which offered a beeper in exchange for 10 Mountain Dew proofs of purchase, $29.99, and $5 for shipping and handling. The numeric pagers came with six months of free service. Total value: $125. ... [ read more ]

The morning newspaper and a cup of steaming coffee are natural partners. When six new coffee shops opened in downtown Traverse City within twelve months, the Traverse City Record-Eagle decided to take advantage of this "morning" momentum. Working with Nouveautes USA, the paper offered gourmet coffee to new and old subscribers who signed up for twelve months of Record-Eagle home delivery using automatic bill payment. The "Whole Latte News" consumer offer targeted well-educated, business professionals with an annual household income of $50,000 or more. The choice of incentive, gourmet Gevalia® coffee (distributed exclusively by NouveautesUSA™), helped drive home the core selling point of the campaign – the price and duration of the E-Z Pay subscription. For $12.00 per month for 12 months, new customers received 12 packs of Gevalia® coffee. ... [ read more ]

The Bach Collection is sold through distributor showrooms and branches to builders and plumbers. This channel is extremely competitive. Distributors typically sell products from as many as twelve manufacturers and, at any given time, they may be exposed to 5-7 active promotions designed to capture their attention and time. To cut through the promotion clutter, Performance Plus Marketing recommended a high-impact sweepstakes structure for "The Sounds of Success." ... [ read more ]

Based on the business practices and history of Enterprise Rent-a-Car, this book focuses on how the company has achieved financial results by creating happy customers, successful business partnerships, and an engaged and motivated workforce. It discusses the relationship between the company's employee satisfaction, retention, and profitability, and shows how Enterprise makes and reinforces those connections. ... [ read more ]

There’s amusement to be had for all at a carnival. There are spinning, flashing rides, whimsical music and, of course, icy snow cones. These things came to mind when Lynne DuVivier, president of Westport, Connecticut-based The Creative Factor, Inc. (UPIC: CREATEIT) was approached by HBO to develop a campaign for its show, Carnivàle.... [ read more ]

Fred Parker, CEO of Bluegrass Promotional Marketing (UPIC: BLUEGRAS) in Charlotte, North Carolina is a football fan—especially since his company has been named the preferred promotional marketing agency for the Carolina Panthers for the 2006 season.... [ read more ]

IMA-CC, a branch of the Incentive Marketing Association (IMA), provides information services, publications, conferences and seminars, media representation, research, and public relations efforts to the Canadian corporate community to promote the use of incentives. IMA-CC’s primary goals are to build awareness within the corporate community on how to effectively use incentive programs to motivate employees and customer groups, with the ultimate goal of improving corporate performance.... [ read more ]

The Incentive Marketing Association (IMA) produces an annual Executive Summit attended by delegates from every supplier category in the incentive field. This conference, the largest event of its kind, includes educational and networking events that help incentive professionals expand their incentive program knowledge and marketing partner network. IMA’s Executive Summit is the premier annual conference that offers you the opportunity to network, benchmark and learn from your colleagues – professionals representing every segment of the incentive marketplace. ... [ read more ]

The Incentive Marketing Association (IMA) promotes the use of incentive programs as effective marketing and motivational tools. Membership includes manufacturers, representatives, distributors, incentive houses, gift certificate suppliers, and marketing agencies. IMA also holds annual education programs at trade shows as well as information services, publications, conferences and seminars, media representation, research, and public relations efforts to its members and to businesses to help them effectively use incentive programs to motivate employees and customers. IMA offers a complimentary listing of incentive product and service providers. IMA is also the umbrella organization for several Strategic Industry Groups, including the Global Incentive Council, IMA-Canada Council, Incentive Gift Card Council, Incentive Manufacturers and Representatives Alliance, Performance Improvement Council, and the Incentive Technology Council. ... [ read more ]

This site includes a broad array of information beneficial to those who approve, specify or purchase promotional products, including industry facts, case studies, education, powerful research and a seasonal calendar. The site also includes a search tool that will enable buyers to locate a promotional consultant in their area or request a speaker at a meeting or event.... [ read more ]

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Many traditional forms of advertising and promotion are losing ground to newer media. This trend presents opportunities for the promotional products medium. However, very little research exists documenting the effectiveness of promotional products when compared to and combined with other traditional forms of advertising such as television and print.... [ read more ]

Many traditional forms of advertising and promotion are losing ground to newer media. This trend presents opportunities for the promotional products medium. However, very little research exists documenting the effectiveness of promotional products when compared to and combined with other traditional forms of advertising such as television and print.... [ read more ]

A plush promotional mailing is used to gain media attention to support a consumer marketing effort.... [ read more ]

This series of media mailings was meant to promote consumer interest in a new book on American drive-ins.... [ read more ]

This media promotion was aimed at boosting consumer interest in an annual musical event.... [ read more ]

In-store displays and other promotional items are used to promote retail book sales.... [ read more ]

This program was intended to boost awareness and use of a new hospital birthing facility.... [ read more ]

This consumer promotion used a baseball tie-in and in-store events to boost sales of Oreo Cookies... [ read more ]

While it is widely believed that employee attitudes and engagement directly influence customer experiences and customer spending behavior, there is little empirical evidence that has explicitly demonstrated this. This study, subtitled "An Empirical Analysis of the Relationship between Employee Attitudes, Customer Attitudes, and Customer Spending," combines results from an extensive survey of employees and customers at a hotel chain with the actual spending patterns of customers. Results show a direct, measurable relationship between the employee and customer perceptions of the hotel brand and customer spending behavior. ... [ read more ]

Compelling research links financial results and customer satisfaction to engaged employees and channel partners.... [ read more ]

With a foreword by Jay Leno, how could this not be a nice book? Coauthors Thaler and Koval submit their own success in the cutthroat world of advertising as evidence that nice girls can finish first while taking home more than a dozen Clio awards along the way. Following up their bestselling look at creating compelling marketing strategies—Bang!—they turn most truisms about business inside out, arguing that good deeds are returned, not punished.... [ read more ]

Corporations, it seems, are always seeking the ""silver bullet"" that will create intimacy with customers. But most efforts fail from the moment they begin, say respected consultants, Tom Stevenson and Sam Barcus. The reason? Accountability for program leadership is placed on the sales force rather than on the executives and senior managers who have a more seasoned business perspective. For the first time ever, Stevenson and Barcus outline the relationship-building processes used successfully by professional consulting firms. Sales professionals in other industries will learn never-before-published explanations and documentation regarding consulting firm approaches and techniques.... [ read more ]

Manufacturers are sometimes cautious about the use of their brands in special markets. Obviously they want to maintain their brand integrity and avoid any impact consumer sales channels. This white paper from the Incentive Marketing Association (IMA), however, suggests that with basic safeguards in place, special markets like the incentive industry are “a win for the supplier, a win for the company, and a win for the employee.”... [ read more ]

Many traditional forms of advertising and promotion are losing ground to newer media. This trend presents opportunities for the promotional products medium. However, very little research exists documenting the effectiveness of promotional products when compared to and combined with other traditional forms of advertising such as television and print.... [ read more ]

Sovereign Bank realized that it needed to streamline its customer referral process and provide its almost 11,350 Team Members at nearly 750 community banking offices with a compelling reason to increase their referral activity.... [ read more ]

Basics is the internationally acclaimed two-day seminar designed to develop your skills in all aspects of promotion marketing, including promotion strategy, law and all tactical elements of promotion. Marketing professionals who are beginning a career in promotion or integrated marketing, switching careers to promotion or integrated marketing, and are ready for more responsibility, bigger challenges and greater achievement in all aspects of promotion marketing should defiantly attend this seminar. ... [ read more ]

Marketing Management packages the best strategic thinking to meet the decision-making needs of knowledgeable executives managing real-world businesses. Published six times a year, Marketing Management sheds light on topics like brand management, CRM, marketing technology, global marketing, B-to-B, services marketing and digital marketing—to help managers keep pace with this rapidly changing field.... [ read more ]

Premium Incentive Products (PIP) is committed to providing readers with answers to their most pressing questions about developing incentive programs and using products to motivate their employees, salespeople, channel partners, and customers. A product-oriented publication featuring rich, on-target editorial, PIP covers new products, new program ideas for existing products, plus industry trends and best practices. Each issue instructs our readers on the ins and outs of creating, managing, and measuring their incentive programs. Premium Incentive Products performs a vital role for the premium incentive industry, its advertisers, and its readers. ... [ read more ]

LJ Hooker Financial Services was established in December 2003 to provide a mortgage broking service to real estate vendors and customers. LJ Hooker had informal relationships with 5000 agents and associated staff in Australia and another 1200 in New Zealand. Across the industry, the relationship between mortgage brokers and their referral contacts was largely based on cash transactions and varied widely in terms of process and value. Cash offers were vulnerable to competitive offers and ad hoc and different cash commission structures meant working with multiple managers and administrators without the benefit of a cohesive strategy or transparent management overview. LJ Hooker required a more structured platform to deploy their strategy to align real estate and finance broking to maximum effect.... [ read more ]

Subaru wanted to increase sales of the Subaru Impreza WRX STI and encourage customers to purchase after market accessories and service for their new vehicles at Subaru dealerships based in Canada. The challenge was to capture consumers’ attention.... [ read more ]

Historically, incentive programs, unlike other sales and marketing strategies, have endured economic downturns. In fact, according to a review of past Incentive Federation and industry studies, the incentive industry managed to grow following the recessions that occurred in the late 1980s, after September 11, 2001, and during the downturn of the late 1990s, following the dot-com collapse. In fact, there is no evidence that the industry suffered serious declines following the recession in the late 1970s/early 1980s, and the industry continued to prosper even during the Great Depression when the industry’s trade magazine at the time, Premium Practice, was filled with advertising pages.... [ read more ]

The cost of employee disengagement to U.S. companies in terms of lost productivity, accidents, theft, and turnover is estimated to be as much as $350 billion per year. Disengaged workers are often absent (even when they are at work), disconnected, and often pessimistic about change and new ideas. They have high rates of absenteeism and tend to negatively influence those around them. Engaged workers, on the other hand, are significantly more productive, interact more positively with other employees and new hires, and are much more likely when they interact with customers to create relationships that generate loyalty and increased business. This white paper looks at the best measures available for building engagement among employees along with looking at the ROI for investing in those measures as a way for managers to demonstrate the economics of engagement to top executives.... [ read more ]

In today's economic environment, employers are struggling to find every advantage possible to thrive, grow or simply to stay in business. For most US based organizations payroll represents the largest expense. Advantages therefore, come first and foremost through better talent management.... [ read more ]

The Promotion Marketing Association's digital marketing summit will look at innovations that are likely to spur consumer demand in the years to come. At Fast Forward 2001, PMA will be looking ahead for the killer digital innovations that will drive consumer demand in 2011. Clara Shih, author of "The Facebook Era: Tapping Online Social Networks to Build Better Products, Reach New Audiences, Sell More Stuff," will provide the keynote address. ... [ read more ]

Annual promotional products conference and expo will feature a new component focusing on promotional equipment. The theme that the Promotional Products Association International (PPAI) has planned for PPAI Expo 2010 at the Mandalay Bay Convention Center in Las Vegas, January 11-15, is “Find Your [X] Factor.” And one of the X factors for the show itself is a show within a show. PPAI will launch DECORATE: A Promotional Equipment Show at this year’s Expo. For the first time in PPAI show history, design equipment (screen printing, embroidery and digital machinery) will be allowed on the show floor as part of a new promotional equipment showcase, DECORATE. “As a new component of The PPAI Expo 2010, DECORATE is a show within a show, bringing the best in screen printing, embroidery and digital technology directly to the show floor,” said Darel Cook, PPAI director of expositions. “DECORATE promises to deliver incredible potential and incredible possibility for suppliers and distributors alike.” To register for the PPAI Expo 2010 online, visit www.theppaiexpo.org. For more information about PPAI or promotional products in general, visit the PPAI website at www.ppai.org.... [ read more ]

One of the prestige incentive industry events of the year aims to increase understanding and use of incentive merchandise and travel. The Incentive Research Foundation (IRF) will hold its 17th annual Incentive Invitational in Colorado Springs, Colorado, on May 19-23, 2010, at The Broadmoor. The event is known for bringing together top incentive buyers and corporate decision makers, along with incentive professionals from leading travel organizations around the world, for business networking events and educational seminars. The goal of the event is to increase the understanding, effective use and resultant benefits of incentives to businesses that currently use incentives and others interested in improved performance. ... [ read more ]

A former senior level marketing executive at companies such as Macy’s, Eastman Kodak and Bank of America, author Aubryn Thomas has learned why certain brands generate energized reactions from customers and how these brands remain profitable by out-thinking the competition instead of overspending. In "Customer Inspired Marketing," Thomas has created an 8-step plan for companies to follow in order to create a successful marketing/branding campaign. ... [ read more ]

“Why is customer loyalty and engagement important? The biggest reason is that customer engagement is the only metric that impacts other metrics typically measured by a company. As one industry expert noted, When customer engagement slides, so do a great many other outcomes, including future sales, growth and profit. Obviously, engaged customers are the best customers for a company to have. Eight of ten executives believe their company loses sales each year because of failure to create engaged customers, and 80% say that engaged customers are critical because they recommend products or services.” Excerpted from ‘Capitalizing on Voice of Customer,’ Published by Allegiance (www.allegiance.com) ... [ read more ]

Measuring the success of a business is not as simple as saying: ‘happy employees equal happy customers.’ Happy employees can also be lazy employees. A person taking tickets at a movie theater may be happy, but it may be because he or she gets to sit around on a comfortable chair while drinking free soft drinks and eating free popcorn. Many people might be happy if their employers paid them for what is merely time spent drinking soda, eating popcorn and collecting ticket stubs. For the above saying to be true, companies should be looking at levels of engagement as the measuring stick. We know that emotionally engaged employees feel like they are doing something valuable for their organizations and that their efforts will make a difference. Customers know when they are talking to emotionally engaged employees. The positive feelings that the employees have about their jobs and employers influence the level of service they give to customers. When these positive experiences continue to happen, then customers become engaged, and they become advocates for the company’s products and services. While movie theaters may be an easy target when it comes to pointing out the signs of disengaged employees, it’s certainly not exclusive to this business. Employees across all industries have a major impact on customer loyalty and engagement. The mantra of ‘happy employees equal happy customers’ is real, and companies should seek emotionally engaged employees because it will be these employees who help create emotionally engaged customers. This is the spillover effect. ... [ read more ]

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Each year in the United States, organizations spend tens of billions of dollars on cash and non-cash rewards for consumer, distributor, sales and employee incentive programs –merchandise, gift cards, group and individual travel programs, time off, cash, etc. But few organizations invest the necessary time to understand which rewards should be used for which people to encourage what outcomes... [ read more ]

Motivaction ... [ read more ]

For regular ESM readers, this EY Report, 'Top Priorities for U.S. Boards,' echoes themes of recent articles on the new focus on human capital investment and accounting, as well the need to address the growing activity of ESG (Environmental, Social and Governance) investors. ... [ read more ]

In a recent Forbes.com article, the Global Leader of Korn Ferry's leadership coaching group echoes views of other management experts that today's CEOs need to be Chief Engagement Officers and lead the effort to creating and implementing a systematic approach to engagement. ... [ read more ]

For those curious about why organizations have voluntarily produced human capital reports verified by third-party human capital experts, the Enterprise Engagement Alliance YouTube channel features two upcoming live and recorded Youtube shows with management at three of the first five organizations with ISO 30414 Human Capital certifications. ... [ read more ]