Employee Engagement Overview

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.

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.

Employee Engagement: One pf the Four Customer Experience (CX) Core Competencies (infographic)

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:

Here is some recent content about Employee Engagement:

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