David	
  Priemer	
  
Enterprise	
  Engagement	
  &	
  Customer	
  Success	
  
Key	
  take-­‐aways:	
  

 1.  Employee	
  engagement	
  is	
  cri4cal	
  
 2.  Performance	
  reviews	
  suck	
  
 3.  A	...
Top	
  2	
  management	
  lessons	
  learned	
  

 1.  	
  It’s	
  not	
  about	
  you,	
  it’s	
  about	
  your	
  team	
...
but	
  results	
  begin	
  with…	
  




                               Engagement	
  	
  

                              ...
What	
  is	
  engagement?	
  


 “Engagement	
  is	
  about	
  aligning	
  individuals	
  with	
  
 the	
  mission	
  and	...
Engagement	
  reality	
  

   Only	
  21%	
  of	
  employees	
  are	
  truly	
  
           engaged	
  in	
  their	
  work...
Engagement	
  is	
  really	
  about	
  




           “Discretionary	
  effort”	
  

                                     ...
Engagement	
  =	
  results	
  


   Quality	
  
                                Increased	
  
  customer	
      Loyalty	
 ...
Question	
  



  “How	
  do	
  we	
  drive	
  engagement?”	
  




                                                  9	
  
Answer	
  



             You	
  don’t!	
  

                                 10	
  
Question	
  


                  promote
  “How	
  do	
  we	
  drive	
  engagement?”	
  




                             ...
Promoting	
  engagement	
  


  “success	
  depends	
  on	
  a	
  company’s	
  ability	
  
 to	
  unleash	
  the	
  ini3a3...
How	
  to	
  get	
  there	
  
  Listen…	
  
  be	
  open…	
  
  coach…	
  

       …create	
  an	
  environment	
  of	
  
...
Traditional	
  approach	
  


      Once	
  or	
  twice	
  a	
  year,	
  	
  
companies	
  stop…and	
  have	
  a	
  


   ...
Fill	
  out	
  lots	
  of	
  complex	
  forms…	
  

                                            15	
  
…evaluate	
  people	
  on	
  
abstract	
  skills	
  &	
  competencies…	
  

                                              ...
17	
  
…&	
  give	
  lots	
  of	
  feedback	
  all	
  at	
  once.	
  	
  
	
  	
  	
  	
  	
  “Here’s	
  all	
  the	
  feedback.	...
Performance	
  reviews	
  suck	
  


“Get	
  Rid	
  of	
  the	
  Performance	
  Review!	
  It	
  destroys	
  
morale,	
  k...
Not	
  surprising	
  
                                                     Y	
  	
  	
  	
  N	
  
 1.  Easy	
  to	
  compl...
Why	
  do	
  we	
  do	
  it?	
  




                                   21	
  
but…	
  




           …the	
  game	
  has	
  changed	
  
                                         22	
  
Game	
  changers	
  


  1. Workforce	
  composi4on	
  
  2. What	
  mo4vates	
  us	
  
  3. Tools	
  we	
  use	
  


    ...
Gen	
  Y	
  is	
  taking	
  over	
  


 Mentoring	
  Millennials	
  


         “In	
  four	
  years,	
  Millennials	
  wi...
New	
  definition	
  of	
  feedback	
  


The	
  Double	
  Meaning	
  of	
  Feedback	
  

         “When	
  a	
  ‘Y’	
  say...
Money	
  doesn’t	
  motivate	
  



                “Meaning	
  is	
  the	
  new	
  money”	
  




                       ...
We	
  use	
  personal	
  tools	
  at	
  work	
  




                                                   27	
  
Desired	
  future	
  state	
  
1.  Con4nuous	
  feedback/
    coaching	
  

2.  Drive	
  business	
  results	
  not	
  
  ...
Solution	
  for	
  today’s	
  workforce	
  


  Promote	
  the	
  social	
  behaviors	
  that	
  
    drive	
  performance...
Behavior	
  #1:	
  give	
  recogni3on	
  


 “The	
  number	
  one	
  mo5vator	
  of	
  people	
  is	
  
 feedback	
  on	
...
Behavior	
  #2:	
  have	
  frequent	
  1:1’s	
  


 “Encourage	
  managers	
  to	
  have	
  frequent,	
  
 ongoing	
  conv...
Behavior	
  #3:	
  get	
  ongoing	
  feedback	
  


“Reach	
  out	
  to	
  co-­‐workers,	
  listen	
  and	
  learn,	
  and...
The	
  problem	
  



   Exis4ng	
  tools	
  
  don’t	
  make	
  this	
  
       easy…	
  


                             ...
Why	
  don’t	
  these	
  tools	
  work?	
  


  • 	
  email	
                 • 	
  unstructured	
  
  • 	
  conversa4ons	...
A	
  better	
  apporach	
  
                               Leadership	
  
                              Development	
  

 ...
36	
  
Simple,	
  fun,	
  public	
  recognition	
  




                                               37	
  
Core	
  Values	
  	
  Badges	
  




                                    38	
  
Effective	
  1:1’s	
  




                        39	
  
Bionic	
  Memory	
  




                       40	
  
Confidential	
  personal	
  feedback	
  




                                          41	
  
Do	
  everything	
  from	
  email	
  




                                        42	
  
The	
  result	
  



 1.  Promote	
  con4nuous	
  feedback	
  
 2.  An	
  experience	
  that	
  delivers	
  results	
  
 3...
Haven’t	
  listened	
  till	
  now?	
  

1.  Employee	
  engagement	
  is	
  cri4cal	
  
2.  Performance	
  reviews	
  suc...
Questions?	
  



                 45	
  
Ping	
  me	
  anytime!	
  


 Email:	
  dpriemer@rypple.com	
  
 TwiMer:	
  @dpriemer	
  
 Phone:	
  416-­‐480-­‐6498	
  
...
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Engagement to Results: Conquering the Feedback Challenge

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Key Takeaways:
1. Employee engagement is critical
2. Performance reviews suck
3. A social approach to feedback is key

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Engagement to Results: Conquering the Feedback Challenge

  1. 1. David  Priemer   Enterprise  Engagement  &  Customer  Success  
  2. 2. Key  take-­‐aways:   1.  Employee  engagement  is  cri4cal   2.  Performance  reviews  suck   3.  A  social  approach  to  feedback  is  key   2  
  3. 3. Top  2  management  lessons  learned   1.   It’s  not  about  you,  it’s  about  your  team   2.   Only  your  mother  cares  about  how   smart  you  are  *   *  2b.  Everyone  else  cares  about  results          .           3  
  4. 4. but  results  begin  with…   Engagement     4  
  5. 5. What  is  engagement?   “Engagement  is  about  aligning  individuals  with   the  mission  and  priori3es  of  the  organiza4on.”   Aberdeen  Group  study,  July  2009   Beyond  Sa4sfac4on:  engaging  employees  and  retaining  customers.   5  
  6. 6. Engagement  reality   Only  21%  of  employees  are  truly   engaged  in  their  work   Towers  Perrin,  Global  Workforce  Study  of   90,000  workers  in  18  countries  (2008)   6  
  7. 7. Engagement  is  really  about   “Discretionary  effort”   7  
  8. 8. Engagement  =  results   Quality   Increased   customer   Loyalty   revenue   experience   Aberdeen  Group  study,  July  2009   8  
  9. 9. Question   “How  do  we  drive  engagement?”   9  
  10. 10. Answer   You  don’t!   10  
  11. 11. Question   promote “How  do  we  drive  engagement?”   11  
  12. 12. Promoting  engagement   “success  depends  on  a  company’s  ability   to  unleash  the  ini3a3ve,  imagina3on  and   passion  of  its  employees”   -­‐ Gary  Hamel   WSJ,  Dec  2009   12  
  13. 13. How  to  get  there   Listen…   be  open…   coach…   …create  an  environment  of   con4nuous    feedback  and  learning   13  
  14. 14. Traditional  approach   Once  or  twice  a  year,     companies  stop…and  have  a        “focal  period”   14  
  15. 15. Fill  out  lots  of  complex  forms…   15  
  16. 16. …evaluate  people  on   abstract  skills  &  competencies…   16  
  17. 17. 17  
  18. 18. …&  give  lots  of  feedback  all  at  once.              “Here’s  all  the  feedback.  Now  use  it!”  *   *  “By  the  way,  here’s  your   raise/bonus…”   18  
  19. 19. Performance  reviews  suck   “Get  Rid  of  the  Performance  Review!  It  destroys   morale,  kills  teamwork  and  hurts  the  boFom  line.”      “Now  is  as  good  a  Kme  as  any  to  think  about   giving  up  this  bankrupt  process.”   19  
  20. 20. Not  surprising   Y        N   1.  Easy  to  complete?   ☐    2.  Are  they  consistently  helpful?   ☐    3.  Is  the  experience  produc4ve?   ☐    4.  Are  insights  easily  assimilated?   ☐    20  
  21. 21. Why  do  we  do  it?   21  
  22. 22. but…   …the  game  has  changed   22  
  23. 23. Game  changers   1. Workforce  composi4on   2. What  mo4vates  us   3. Tools  we  use   23  
  24. 24. Gen  Y  is  taking  over   Mentoring  Millennials   “In  four  years,  Millennials  will  account  for   nearly  half  the  employees  in  the  world.”   24  
  25. 25. New  definition  of  feedback   The  Double  Meaning  of  Feedback   “When  a  ‘Y’  says  ‘I'd  like  more  feedback,’   they  are  expressing  a  desire  to  learn  more.”   25  
  26. 26. Money  doesn’t  motivate   “Meaning  is  the  new  money”   26  
  27. 27. We  use  personal  tools  at  work   27  
  28. 28. Desired  future  state   1.  Con4nuous  feedback/ coaching   2.  Drive  business  results  not   just  ar4facts   3.  Clear  benefit  to  the   employee   28  
  29. 29. Solution  for  today’s  workforce   Promote  the  social  behaviors  that   drive  performance  and  results   29  
  30. 30. Behavior  #1:  give  recogni3on   “The  number  one  mo5vator  of  people  is   feedback  on  results.”     Ken  Blanchard:  Author,  The  One  Minute  Manager   30  
  31. 31. Behavior  #2:  have  frequent  1:1’s   “Encourage  managers  to  have  frequent,   ongoing  conversa5ons  with  their  staff.”   Jeffrey  Pfeffer:    Professor  of  Organiza4onal  Behavior,  Stanford     31  
  32. 32. Behavior  #3:  get  ongoing  feedback   “Reach  out  to  co-­‐workers,  listen  and  learn,  and   to  focus  on  con5nuous  development.”   Marshall  Goldsmith:  CEO  coach  &  best  selling  author   32  
  33. 33. The  problem   Exis4ng  tools   don’t  make  this   easy…   33  
  34. 34. Why  don’t  these  tools  work?   •   email   •   unstructured   •   conversa4ons   •   difficult  to  organize   •   documents   •   too  infrequent   •   annual  reviews   •   hard  to  document   •   surveys   •   watered-­‐down   34  
  35. 35. A  better  apporach   Leadership   Development   Behavioral     Science   Social  Media   35  
  36. 36. 36  
  37. 37. Simple,  fun,  public  recognition   37  
  38. 38. Core  Values    Badges   38  
  39. 39. Effective  1:1’s   39  
  40. 40. Bionic  Memory   40  
  41. 41. Confidential  personal  feedback   41  
  42. 42. Do  everything  from  email   42  
  43. 43. The  result   1.  Promote  con4nuous  feedback   2.  An  experience  that  delivers  results   3.  Integrated  into  everyday  life   43  
  44. 44. Haven’t  listened  till  now?   1.  Employee  engagement  is  cri4cal   2.  Performance  reviews  suck   3.  A  social  approach  to  feedback  is  key   44  
  45. 45. Questions?   45  
  46. 46. Ping  me  anytime!   Email:  dpriemer@rypple.com   TwiMer:  @dpriemer   Phone:  416-­‐480-­‐6498   46  
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