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How to Leverage NPS in Your Marketing Communications
The Net Promoter® Score (NPS®) is a powerful tool. One simple question to your customers can reveal the health of your entire customer experience (CX). From there, you can pinpoint and fix areas of weakness, improving your CX. You can also uncover and capitalize on CX strengths, even celebrate those successes internally. Morale boost anyone? With good NPS survey software, it’s even possible to segment data, slicing and dicing to examine how the perception of your CX changes depending on vario...
How to Leverage NPS in Your Marketing Communications
The Net Promoter® Score (NPS®) is a powerful tool. One simple question to your customers can reveal the health of your entire customer experience (CX). From there, you can pinpoint and fix areas of weakness, improving your CX. You can also uncover and capitalize on CX strengths, even celebrate those successes internally. With good NPS survey software, it’s even possible to segment data, slicing and dicing to examine how the perception of your CX changes depending on...
How Alexis Seth seeks equitable outcomes for tech's end users
While providing program and project management for the Leidos Innovation Lab in the Civilian Health Solutions Group, Alexis Seth uses a consultative approach. Her strategic guidance helps improve user experiences during digital modernization efforts. Crucially for her, she is well-positioned to champion equitable outcomes for all.
Sagging Survey Response Rates (+ How to Overcome Them)
When it comes to getting ROI on your customer experience (CX) survey program, response rates play a huge role. Higher response rates paint a fuller picture of your CX. This helps you identify where to improve and, when the feedback is positive, can garner reviews that boost your marketing efforts. Survey programs with high response rates are also more likely to help you identify and re-engage customer accounts that would otherwise be at risk if you hadn’t asked for their feedback. The bad news...
Alumni Spotlight: Amanda Edens on why she'll continue coming back to Leidos
Amanda Edens, an intelligence surveillance reconnaissance liaison officer (ISRLO) and ISR instructor for the Leidos Defense Group, trains U.S. Air Force intel personnel, helping them understand their roles and the unique aspects of U.S. Army communications to enable joint missions between the two branches.
Before her civilian career, Amanda spent six years in the Air Force on active duty, followed by another six years as a reservist...
From plans to study law in Japan to a gratifying career in software engineering
Bass Toure had grand plans to study law in Japan, but life rarely follows the paths we lay out for ourselves. In fact, it has a funny way of sending us in directions we couldn't have planned—something that's worked out for Bass.
In the months leading up to his move to Japan, Bass helped his parents relocate from Senegal to the U.S. During that time, the 2011 tsunami hit Fukushima, causing a nuclear accident and a power blackout. The fallout convinced Bass's mother...
When experience, passion and talent converge — a military veteran's second career
If there's anyone who can understand how to best support the needs of our military's healthcare workers in the field, it's Jeff Coppa. He joined the U.S. Army as a combat medic, later becoming a licensed practical nurse. During his 10 years in the service...
Wow Employees with Consumer-Like Apps for Work
One trend having a huge impact on employee engagement involves our new app-centred world. We have apps to help us do everything — from banking and monitoring our fitness to making restaurant or hotel reservations — usually faster and easier than doing it in person or from our laptops.
2023 NPS® Benchmarks for the Staffing Industry
While the staffing industry grew like gangbusters in 2021 and 2022, this year’s numbers and remaining projections reveal a slowdown with declining overall revenue. During economic lulls like this one, service quality and client satisfaction grow even more essential to maintaining business success. In fact, business leaders across sectors identified customer experience (CX) as a top priority in 2023.
Take Action and Boost Employee Experience (EX)
Throughout the early 2020s, the pandemic paired with social upheavals and shifting worker priorities led to climbing turnover rates. As companies across all industries struggled with retention, more were forced to care about their employee experience (EX). While many organizations have long understood the importance of their client and customer experience (CX), less realize how essential their EX is to success—and slacking on EX is growing risk...
4 Weak Links in Renewable Energy's Global Supply Chain
Nations around the world are collectively fighting for a more sustainable future. As they do, the demand for renewable energy – and its related technology and equipment – continues to ramp up. This increased demand can expose weak links in the global supply chain, one that's already struggling under an interconnected web of risks.
Pursuing AI's Opportunities While Mitigating Its Risks
Traveler's provides risk mitigation services and expertise in the emerging field of AI. They asked to cover the topic, including its history, potential risks and opportunities, for business leaders who are likely starting with only a baseline understanding of the technology. The white paper includes sections on: The state of AI, What AI is and how it works, Where AI has been and where it's going, AI's opportunities and risks, Ways to reduce risks associated with AI (including insurance and contractual risk transfer solutions), and a Glossary of AI terms.
Has AI Already Taken Over Online Reviews?
The importance of online reviews and ratings to business success can’t be understated. Unfortunately, this has incentivized companies of all types and sizes to push for reviews that are anything but genuine. Until recently, most fake reviews were generated by online review farms – often in third-world locations – paid to improve businesses’ online ratings. If you’ve read any of those reviews, you likely recognized them for what they were thanks to canned, overused phrases and imperfect English.
But today’s AI changes everything...
Wenonah Ingram on why she returned to Leidos after her career as an attorney
When she decided to leave her communications role to pursue a legal career, Wenonah Ingram had worked for SAIC, now Leidos, for about five years.
“I'd always wanted to be a lawyer," Wenonah says, “And while I worked with a wonderful team and a supportive manager, I didn't see a path that would allow me to practice law within that organization."
She spent the next eight years as a prosecutor in Virginia. During that time, Wenonah drew upon the writing and communication skills she'd honed...
2023 NPS® Benchmarks for the Accounting Industry
Accounting firms – like other professional service providers – rely heavily on client satisfaction and service quality to retain accounts and differentiate from the competition. Service quality and client satisfaction grow even more essential to business success during economic lulls and industry challenges. This may partially explain why business leaders across sectors prioritized customer experience (CX) in 2023.
To understand how your service measures up year over year, you need feedback...