As I mentioned in the post Build Customer Experience Competencies In 2011, I’m highlighting each of the four customer experience competencies as part of my effort to help companies put together their 2011 plans. Today’s post looks at…
Employee Engagement: Are employees fully committed to the goals of your company?
I really like what Chris Nassetta, Hilton’s CEO, had to say about engaging Hilton’s 500,000 employees:
“I want every team member involved in our enterprise, which is over half a million team members serving our guests, [to have] a common vision, mission, values and key strategic priorities so that [they all] understand why we exist…”
It’s hard to talk about employee engagement without bringing up Southwest Airlines. Herb Kelleher, the founder of Southwest, does a great job of clarifying why he built employee engagement into the fabric of the airline:
“If you create an environment where the people truly participate, you don’t need control. They know what needs to be done and they do it. And the more that people will devote themselves to your cause on a voluntary basis, a willing basis, the fewer hierarchies and control mechanisms you need.”
Leaders like Nassetta and Kelleher aren’t focusing on employees because it’s fashionable. They understanding that engaged employees drive business success; as shown below in my model of the “Employee Experience Virtuous Cycle.”
But most companies don’t effectively engage their employees, as you can see from the results below of 140 companies who took Temkin Group’s Customer Experience Competency Assessment.
Employee Engagement also plays an important role in a couple of my free eBooks:
- In The 6 Laws Of Customer Experience, law #4 is: Unengaged employees don’t create engaged customers.
- In The 6 New Management Imperatives, imperative #1 is: Invest in culture as a corporate asset.
Here are some other posts about Employee Engagement that you might find interesting:
- 6 C’s Of Customer-Centric DNA
- When Did You Last Re-Recruit Your Team?
- Saks CEO Shares His Leadership Approach
- The Container Store CEO Engages Employees
- Inside Ritz-Carlton’s Customer-Centric Culture
- Execs Need To Focus More On Culture
- Tesco Showcases Strategy + Culture
- Discussing Zappos’ Culture With Tony Hsieh
- Joie de Vivre Engages Employees And Everyone Wins
- The Physiological Power Of Storytelling
The bottom line: Don’t underestimate the ENORMOUS value of engaged employees.