Engaged employees directly impact customer satisfaction and profits. Employee engagement is no longer “fluff” or a “soft issue,” but rather a core differentiating factor that needs to be developed and managed with the same rigour as any other operational discipline in the organisation.
In an ever increasing customer-centric world, employees are the key to unlocking customer loyalty. Employees are the most elusive component of every strategy. Their performance is the hardest to affect and create consistency, but it is the only success factor that can actually surprise customers and create memorable experiences that will result in higher profits.
We are finally seeing a movement by the general business world to seriously focus on the role and value of employees. To drive long term success, the team at 6peas, believe that employee engagement is critical. If you want to build a high performing organisation that consistently delivers great customer experience, then you need to focus on employee engagement. It is impossible for an organisation to deliver a great customer experience without an engaged workforce.
If you want to recruit the best employees, make sure that your organisation has an inspiring mission. Attracting the best employees is one of the first steps in building employee engagement, which is one of our Six Customer Experience (CX) Pillars for delivering great CX.
Employee Engagement deals with how committed employees are to the mission of their organisation. It deals with human beings’ intrinsic needs for a sense of meaningfulness, choice, competence, and progress.
At 6peas we have found that successful employee engagement requires focus to deliver upon employee engagement – at 6peas we have broken this down to 6 key initiatives:
To measure Employee Engagement 6peas focus on three key questions and the benchmark measurement eNPS.