Our research shows that employee engagement is closely linked to financial and customer experience success. So should companies just focus on making their employees happy? Not necessarily. Employee engagement is not just about the employee, it’s about connecting the employees with the goals of the organization. As you can see from the chart below, employee engagement requires being high on two scales:
- Empowered: Feel they have the responsibility and capability to make decisions that affect customers.
- Aligned: Feel that they are responsible for helping the company achieve its goals and are committed to delivering on its values.
- Disengaged: These employees feel no real connection with the company, other than as a source of income.
- Marginalized: These employees want to help the company succeed, but don’t apply much personal judgement to their work.
- Entitled: These employees feel that they have the freedom to make decisions, but don’t feel responsible for the overall success of the company.
- Engaged: These employees use their judgement to make decisions that they believe are in the best interest of the company.
The bottom line: Focus on employee engagement, not employee entitlement