Employee Engagement & Energy Archives

Why NPS (Net Promoter Score) is Never Enough

by Karin Hurt | May 27, 2015 | By Karin Hurt, Communication, Employee Engagement & Energy, Results & Execution | 4 comments

The call center had ventured into this unknown territory organically. Their leadership knew their processes needed rigor, so they called me in to take a look and help them create a scalable model. My basic question, “How do you measure performance?” was...

The Power of a Road Trip

by Karin Hurt | May 20, 2015 | By Karin Hurt, Employee Engagement & Energy | 8 comments

I spent many years in a “trust but verify” culture. What this meant was that I, and every executive above me, was expected to constantly show up in the retail stores to experience what was happening as the customers would. Is there a bird’s nest over the front...

37 Questions to Ask Yourself When Your Team Lacks Energy

by Karin Hurt | Apr 20, 2015 | By Karin Hurt, Employee Engagement & Energy | 6 comments

I was giving a keynote on Saturday to large group of administrative professionals. My speech followed the recognition lunch. In addition to their formal awards, they did one of my favorites, “Stand up if _____.” “Stand up if you’ve received...

The Surprising Way to Encourage Disengagement

by Karin Hurt | Apr 13, 2015 | By Karin Hurt, Career & Learning, Communication, Confident Humility, Employee Engagement & Energy | 10 comments

Within three years, Mike had gone from an excited, creative new hire full of passion, energy and ideas, to a guy with one foot out the door with disengagement like carbon monoxide: invisible and impossible to smell. Here is his story. My first year, my ideas and...

5 Signs the Shared Vision is Clear

by Karin Hurt | Apr 6, 2015 | By Karin Hurt, Employee Engagement & Energy | 24 comments

When my mom entered the hospice facility this week, the unspoken shared vision was perfectly clear: Reduce Mom’s suffering as much as possible; keep Dad from keeling over with exhaustion; fill the air with constant love; and eek out any joy we can. The Power of...

5 Ways to Ensure Your New Program, System, or Idea Is Adopted

by Karin Hurt | Apr 3, 2015 | By Karin Hurt, Communication, Confident Humility, Employee Engagement & Energy | 8 comments

From my perspective, the new system was genius. Instead of our enterprise customers typing in their service orders in an email for call center reps to retype them into our systems (which almost always contained errors) the customers now had an easy interface that...