By Amos B Robinson
There are many different elements to your business or organization: Strategy, Culture, Core Processes, Systems and Structure. So there are many different areas of our firm that we have to be concerned about when it comes to performance. But what strategic approach can we use to help drive all these other areas of our business? What approach can we measure and use to implement the performance improvement that we so desire? The answer is Employee and Customer Engagement.
There is nothing that will provide for the growth of your firms sales and profits like an engaged employee and customer. As you can see from the accompanying graph, employee engagement by itself can affect a number of key outcomes in your business.
Do you know how engaged your employees or customers are?
Work units in the top quartile also saw significantly lower turnover (25% in high-turnover organizations, 65% in low-turnover organizations), shrinkage (28%), absenteeism (37%), fewer safety incidents (48%), patient safety incidents (41%), and quality defects (41%).
It is the engaged employee who brings the most productivity, energy, innovation, excitement and enthusiasm to the position. This in turn impacts the customer. The customer is impacted by the engagement of the employee to the point where it creates excitement and enthusiasm around your brand. In other words, the customer wants to buy more of what you have to sell, will pay more for it and will purchase more often.
So what can we do to improve or increase the engagement of our team members. First, we can measure for it. When we measure for it, we learn where the areas of improvement are and can then prioritize our efforts and begin work. Secondly, we can hire for strengths appropriate to the position or role and enhance the strengths of our existing team mates. Thirdly, we can select managers carefully and train them to manage for engagement.
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Amos B. Robinson - Robinson Analytics
Insights for improved performance.
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