DNA Behavior Performance Blog | Client Engagement

Top 10 Clues that Employees are Disengaging

By Beth Miller - Executive Velocity ⋅ January 31, 2012 ⋅ Post a comment

From 2008 to 2010, employee engagement dropped to 56%. This was the largest rate of decline in 15 years, according to Aon Consulting. How can you measure employee engagement within your organization?

How May WE Help You?

By Peggy Mengel ⋅ November 29, 2011 ⋅ Post a comment

We are all part of teams. We find them in sports, business, and even our personal relationships. Different talents and skills combined together gives you synergy so you accomplish more as a team than you can as an individual. Is it time to take the team concept to the next level?

Management Principle: Engage

By Dean Harbry - Internal Innovations ⋅ November 15, 2011 ⋅ Post a comment

Learning how to engage others properly is a professional management skill. The ones who do it well have sound judgment, pure motives, and a good understanding of human behavior.

Managing Perceptions to Build Relationships

By Hugh Massie ⋅ November 8, 2011 ⋅ Post a comment

When it comes to building meaningful and successful relationships with your family, friends, colleagues and clients, effective communication is foundational. The quality of your relationship with any person has a direct impact on the quality of decisions that get made. When the communication is poor, people start making decisions around each other because [...]

The Rules of Engagement

By Peggy Mengel ⋅ November 2, 2011 ⋅ One comment

Everyone is talking about client engagement, but what are firms actually doing about it? Client engagement is not just about “good feelings”; it has emerged as the #1 driving factor in revenue growth.

It Really is All About ME

By Peggy Mengel ⋅ October 12, 2011 ⋅ Post a comment

I like transactions that are easy, effortless and fun. But how would a call center employee know that about me if they haven’t had frequent interactions with me? And furthermore, what difference does it make?

The Anchored Implementer

By Hugh Massie ⋅ September 19, 2011 ⋅ Post a comment

Naturally consistent and experience-driven people will be “Anchored Implementers” who are able to focus on a plan but may overvalue proven strategies.

The Risk-Taking Optimist

By Hugh Massie ⋅ September 9, 2011 ⋅ Post a comment

Naturally daring and courageous people will be “Risk Taking Optimists” who are prepared to take opportunities but may take unnecessary risks at times.

Know Your Client

By Malcolm ⋅ August 31, 2011 ⋅ Post a comment

In our conversations with service providers we regularly ask our clients: “How well do you know your clients?” On many occasions the typical response is “I know my clients pretty well– they’ve been with us for ‘x’ years”. In our experience that retort is not always the response of the service provider’s clients.
The rules are [...]

Providing Unique Client Experiences

By Hugh Massie ⋅ August 25, 2011 ⋅ Post a comment

Adapting to different communication styles is very important. However, the real game changer is customizing the client experience. How can the knowledge of Communication Styles be used to customize the service experiences for each client?

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Client Engagement