How Customer-centricity Can Transform the Employee Experience
How Customer-Centricity Can Transform the Employee Experience_PeopleMetrics
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Transcript of How Customer-Centricity Can Transform the Employee Experience_PeopleMetrics
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Employee Engagement Trends:
And How Customer-centricity Can Transform the Employee Experience
All data in this presentation is from the PeopleMetrics 2011 Employee Engagement Trends Report
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It’s been a rough few years…
Annual Salary Budgets
2007
3.8%
2010
2.8%
Unemployment Rate Federal Budget Deficit
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It’s been a rough few years…
Annual Salary Budgets Unemployment Rate
2007
4.6%
2010
9.2%
Federal Budget Deficit
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It’s been a rough few years…
Annual Salary Budgets Unemployment Rate Federal Budget Deficit
$#*!
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Employee Engagement
2007
34%
2010
41%
And yet…Employee Engagement has improved?!
More employees today…
Intend to stay with their employer
Are motivated to give extra effort
Recommend their current employeras a great place to work
Say they love their organizations
56%61%
55%60%
56%62%
46%53%
vs.
vs.
vs.
vs.
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HY?Employees have seen a reduction in available resources and
2007
66%2010
61%
minimal pay increases
2007
47%
2010
50%
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UT2007
66%
are reporting increased satisfaction with the emotional aspects of work
Purpose
2007
49%
2010
55%
Trust
2007
44%
2010
57%
Growth
2007
50%
2010
54%
Fun
2007
70%
2010
86%
Customer Focus
2007
61%
2010
68%
Recognition
2010
71%
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2007
70%HMM…
So how can leaders continue to grow Employee Engagement?
2010
86%
Driver that has seen the
greatest amount of increase
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cus·tom·er – cen·tric adj \ ’kəs-tə-mər -sen-trik\
Definition of CUSTOMER-CENTRIC
1 : A company that makes customers a part of the mission, invites them to give feedback and
has a customer base that is highly loyal
2 : A company where employees are
- Empowered to handle customer issues
- Invited to give ideas on the customer experience
- Provided customer feedback
- Recognized when they have done a good job serving customers
Related to CUSTOMER-CENTRIC
Synonyms: customer focus, consistent, customer service, genuine, trustworthy
Antonyms: company-centric, disengaged, frustrating, unfocused, inconvenient
Note: This definition was defined by survey respondents from the 2011 Employee Engagement Trends Report
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more likely to
2 to 2.5xEmployees working for customer-centric organizations are…
Intend to stay with their employer
Be motivated to give extra effort
Recommend their current employer
as a great place to work
Say they love their organizations
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6xEmployees working for customer-centric organizations are…
More likely to be
Fully Engaged
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“Ultimately employees want to feel
they are doing good, meaningful work
with an opportunity to learn and
grow amongst people they trust, like
and respect.”- PeopleMetrics 2011 Employee Engagement Trends Report
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59%In spite of the improvements,
59% of employees remain
ambivalent or Actively
Disengaged with their work
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WHAT
NEXT
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1 Continue to check the pulse of Employee EngagementBe aware of the changes happening in your organization and the stress that places on
your employees. Relying on the current upswing will likely result in negative backlash as
the external environment begins to improve.
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2 Find ways to bring fun back into the workplace
“Fun” refers to the co-worker dimension, the “team spirit” of a workplace and is heavily
correlated with a sense of purpose at work. In 2007 this was an important driver of
Engagement. Leaders who focus on this now will find themselves ahead of the curve.
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3 Use customer feedback to drive Employee Engagement
Inspire employees by sharing the results of their work as received through customer
feedback.
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4 Recognize employees who go above and beyond
Use customer feedback surveys to systematically recognize employees who go the extra
mile for customers.
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5 Empower your employees to solve your customers’ problems
Give your employees the authority to interact with customers and clients as real people,
to empathize and work out personalized solutions rather than protocol fixes. Customers
quickly grow impatient with businesses that are difficult to do business with.
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METHODOLOGYIn May 2011, PeopleMetrics conducted its second national study of Employee Engagement Trends. Our
goal was to measure shifts in Employee Engagement levels since our first U.S. study conducted in 2007.
Resulting data were proportionally balanced to income, age, gender, race/ethnicity, and are
representative of the U.S. workforce across the following six sectors: Banking/Financial Services,
Business/Professional Services, Health Services/Pharmaceuticals, Hospitality & Travel, Manufacturing,
and Retail.
Partnering with eRewards, a nationally representative online panel, we surveyed more than 2,500 U.S.
workers about their levels of Engagement and work experiences.
An Employee Engagement Index was calculated overall and by sector and compared to the same measure
in 2007.
Employee Engagement is measured as the proportion of employees who agree or strongly agree
(on a 5-point scale) to the following four questions:
• Retention: “It would take a lot to get me to leave the organization I work for”
• Effort: “Being part of my organization motivates me to go above and beyond what is expected”• Advocacy: “I recommend my organization as a great place to work”
• Passion: “I love my company/organization”
About the Study
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To receive the full 2011 Employee Engagement Trends Report send us an email at: