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Turn On Your Employees Before Your Customers Turn On You
 

Turn On Your Employees Before Your Customers Turn On You

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Employee engagement is the key to customer loyalty and profitable growth.

Employee engagement is the key to customer loyalty and profitable growth.

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    Turn On Your Employees Before Your Customers Turn On You Turn On Your Employees Before Your Customers Turn On You Presentation Transcript

    • Turn On Your Employees Before Your Customers Turn On You . Ed King [email_address]
    • “ To lead a symphony…”
    • “ To lead a symphony…” “… you must occasionally turn your back on the crowd.” — Unknown
    • 71% of employees in North America are not fully engaged in their work.
    • 71% of employees in North America are not fully engaged in their work. 19% actually consider themselves disengaged. — Blessing White, 2008 State of Employee Engagement study
    • 85% of engaged employees plan on staying with their employer one year or more.
    • 85% of engaged employees plan on staying with their employer one year or more. Only 27% of disengaged employees plan on staying a year or more. — Blessing White, 2008 State of Employee Engagement study
    • Companies with engaged employees…
    • Companies with engaged employees… … have a 12% higher share price compared to the S&P 500. — Hewitt Associates, 2002
    • Companies with engaged employees… … create $18,600 m ore market value per employee. — Hewitt Associates, 2002
    • Companies with engaged employees… … generate $ 3,800 m ore profits per employee. — Hewitt Associates, 2002
    • 80% of companies believe they deliver a superior customer experience.
      • 80% of companies believe they deliver a superior customer experience.
      8% of customers agree. — Bain & Company 2005 Study
    • 85% of executives agree that customer experience…
    • 85% of executives agree that customer experience… … will play a very / critically important role in gaining a competitive advantage over the next 3 years. — Stativity Global Experience Management Benchmark Study, May 2008
    • And, YET…
    • And, YET… 76% say employees are not well-versed in how to delight customers. — Stativity Global Experience Management Benchmark Study, May 2008
    • Not to mention…
    • Not to mention… 83% of executives said there are no executives tasked with improving the customer experience. — Stativity Global Experience Management Benchmark Study, May 2008
    • “ Loyal employees in any company create loyal customers, who in turn create happy shareholders.”
    • “ Loyal employees in any company create loyal customers, who in turn create happy shareholders.” “ The process sounds easy, but it's not, and it has defeated some of the bigger organizations of the twentieth century.” — Sir Richard Branson
    • "We spend all our time on people.”
    • "We spend all our time on people.” “ The day we screw up this people t hing, this company is over.” — Jack Welch former CEO, GE
    • My motivation: I have an abhorrence for poor company interactions stemming from a disconnect between customer expectations, an employee's personal agenda and the company's mission.
    • My mission: Create intense customer and employee loyalty by teaching companies how to align expectations among these vitally important audiences. My motivation: I have an abhorrence for poor company interactions stemming from a disconnect between customer expectations, an employee's personal agenda and the company's mission.
    • Ed King [email_address] Internal Communications and Culture Transformation Specialist