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.
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