Outperformingyour competition by actively engaging employees and customers

Karen K. NathanDecember 17, 2010

Dilbert

What is Employee Engagement?

Say

Stay

Strive

Engaged Employees:

• Trust leadership

• Understand the business and their role in its success

• Focus on what is expected of them

• Feel informed, included and valued

• Know that their manager takes a personal interest in them, and provides opportunities to develop new skills.

What is Customer Engagement?

• Definition: Connections consumers make through a variety of media.

• Result: Adedicated fan base of people who not only buy products or use services, but also encourage others to do the same.

Fully engaged customers buy

more, demonstrate loyalty, and are more

profitable than average customers.

Fully engaged employees are more productive, innovative, creative, and loyal

than average employees.

Increased employee engagement leads to increased customer engagement

Concentrate on creating a great environment for your employees, and they will create a great experience

for your customers.

Rules of Engagement

• Make it a priority

• Look at it as “a way of life,” not an initiative

• Don’t spend too much $$$

• Be deliberate and use common sense

• Ask for help

Why bother?

You are an expert in your line of work, but may not know how to maximize the value in your employees.

Why work with a pro?

Turn apathy, disillusionment, or resentment backto enthusiasm and optimism.

Increased employee engagement leads to increased customer engagement

Concentrate on creating a great environment for your employees, and they will create a great experience

for your customers.