Data Links CX With Employee Engagement
December 14, 2011 4 Comments
We’re woking on a research report for early next year that examines the connection between employee engagement and employees’ attitudes and behaviors. The research is based on a study of more than 2,400 US consumers that are employed in for-profit organizations.The research also looks at the connection between employee engagement and customer experience.
Employee Engagement is one of the four customer experience core competencies. And in research earlier this year, we found that employee engagement was the lowest scoring competency. I’m excited by what we are finding in the initial analysis of the data. Hopefully this research will raise the awareness of the importance of this area.
One part of our analysis examines the link between employees attitudes and behaviors and their perception of how well their company serves customers. Here are some of the early results:
As you can see in this graphic, employees that think their company is doing well in customer experience are more likely to go out of their way to help the company, recruit new employees, help improve the company and less likely to look for a new job. All good things!
Look for even richer analysis in the report next year.
The bottom line: Put employee engagement on your 2012 improvement plans