Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies.
This page provides an overview of one of those competencies, Employee Engagement. To master this competency, you must align employees with the goals of the organization.
Engaged employees are some of a company’s most valuable assets as they trigger a “virtuous cycle,” which drives good customer experience and superior business results, as you can see below. To find out more, watch the Temkin Group video: The Employee Engagement Virtuous Cycle.
Our research shows that, compared to their disengaged peers, engaged employees try harder, are more likely to do something good for the company (even if it is not expected of them), and freely offer their services to help others.
A company can genuinely engage its workforce by applying what Temkin Group calls the “Five I’s of Employee Engagement:”
- Inform: Companies must provide employees with the information they need to understand what’s expected of them.
- Inspire: As inspired employees take more pride in both their job and their organization, companies need to make a concerted effort to connect their employees to the organization’s vision and values.
- Instruct: To help employees successfully deliver on brand promises, companies must support them through training, coaching, and feedback.
- Involve: Organizations can create tremendous value by working with their employees to design employees’ jobs, improve work processes, and solve customer problems.
- Incent: Employees do what is measured, incented, and celebrated. This means that an organization needs to have appropriate systems in place to reinforce the behaviors it wants to see in its employees.
Employee Engagement Content
Here is some key content for this competency:
- Report: Employee Engagement Benchmark Study, 2017: This report uses the Temkin Employee Engagement Index, which is based on three questions, to analyze the level of employee engagement within U.S. companies.
- Report: Employee Engagement Competency & Maturity, 2017. This report uses Temkin Group’s Employee Engagement Competency & Maturity Assessment to evaluate the employee engagement efforts within large companies.
- Report: The Five I’s of Employee Engagement. This report first introduced the Five I’s of Employee Engagement and provides examples of best practices for each one.
- Infographic: Employee Engagement A Goldmine of Untapped Value. This free infographic shows a great visual overview of employee engagement.
- eBook: 15 Tips for Engaging Employees. This free eBook, which we originally published to celebrate CX Day, describes some best practices companies can adopt to engage their employees.
Here is some recent content about Employee Engagement:
- CX Leaders’ Employees Feel Prouder & More Appreciated December 2018
- Employees Want To Make A Positive Impact November 2018
- What’s All This About X- And O-Data? November 2018
- For Employees, A Positive Impact Means More Than Money October 2018
- Report: Employee Engagement Competency & Maturity, 2018 July 2018
- The Employee Engagement Virtuous Cycle (Video) June 2018
- Customer Focus Boosts Employee & Business Performance March 2018
- Employee Engagement: A Goldmine of Untapped Value (Infographic) February 2018
- 12 CX Factoids: Ratings, People, and Leadership (Infographic) February 2018
- Report: Lessons in CX Excellence, 2018 January 2018
- Young Employees Are Most Impacted By Purposeful Leaders December 2017
- Purposeful People Are More Loyal Customers and Employees August 2017
>>See all Employee Engagement content