What does it take to engage employees and customers?

I’m working in a “Starbucks” with my PC, my Android tablet, and my iPhone…Now what? #AIIM12

Systems of Engagement Social and Era Mainframe Mini PC Internet Cloud Systems of Record Years 1960-‐1975 1975-‐1992 1992-‐2001 2001-‐2009 2010-‐2015 Typical A batch A dept A An thing A web page trans process document interacVon managed Best known Digital IBM MicrosoT Google Facebook company Equipment Social Content Image Document Content Microﬁlm Business mgmt focus Mgmt Mgmt Mgmt Systems

1-‐What kinds of radical changes are being driven by technology? #AIIM12

2-‐My belief: Employee and Customer Engagement are key to leveraging technology. #AIIM12

3-‐How do we need to change how we think about employee and customer engagement? #AIIM12

#AIIM12

The Chessboard Fable #AIIM12

2-‐My belief: Employee and Customer Engagement are key to leveraging technology. #AIIM12

#AIIM12

1.  I know what is expected of me at work. 2.  I have the materials and equipment I need to do my work right. 3.  At work, I have the opportunity to do what I do best every day. 4.  In the last seven days, I have received recogniVon or praise for doing good work. 5.  My supervisor, or someone at work, seems to care about me as a person. 6.  There is someone at work who encourages my development. 7.  At work, my opinions seem to count. 8.  The mission or purpose of my organizaVon makes me feel my job is important. 9.  My associates or fellow employees are commiaed to doing quality work. 10.  I have a best friend at work. 11.  In the last six months, someone at work has talked to me about my progress. 12.  This last year, I have had opportuniVes at work to learn and grow. Source: Gallup #AIIM12

Engaged Not AcVvely engaged disengaged AVG 33% 49% 18% Source: Gallup #AIIM12

Engaged Not AcVvely engaged disengaged AVG 33% 49% 18% TOP 67% 26% 7% Source: Gallup #AIIM12

$370 billion lost The cost of acVvely disengaged employees in lost producVvity (Gallup) #AIIM12

"At work, we give our customers new ideas" 74% 13% #AIIM12

eight emoVonal aaachment quesVons and three raVonal loyalty quesVons make up their Customer Engagement Index Source: Gallup #AIIM12

23% premium For engaged companies in terms of share of wallet, proﬁtability and revenue rom engaged customers (Gallup) OrganizaVons that have opVmized customer engagement outperform their compeVtors by 26% in gross margin and 85% in sales growth. #AIIM12

3-‐How do we need to change how we think about employee and customer engagement? #AIIM12

The changing nature of employee engagement… #AIIM12

Per 1,400 working young professionals… #AIIM12

45% would accept a lower paying job with more ﬂexibility rather than a higher-‐paying job with less (Cisco) #AIIM12

30% #AIIM12 feel that the ability to work remotely with a ﬂexible schedule is a "right.” (Cisco)

77% Have mulVple compuVng devices; 33% use at least 3 for work (Cisco) #AIIM12

68% believe that company-‐issued devices should be available for both work and play (Cisco) #AIIM12

73% access Facebook at least once per day (Cisco) #AIIM12

15% had their mobile phone, laptop or other device stolen in the past 12 months (Cisco) #AIIM12

30% have experienced idenVty theT at least once (Cisco) #AIIM12

52% believe that THEY are not responsible for securing their work devices and data -‐-‐ service providers and IT are (Cisco) #AIIM12

mobile connected ﬂexible aware Building a Strategy for Engaging Future Employees #AIIM12

The changing nature of customer engagement… #AIIM12

FragmentaVon User content Social power Low switching costs Siloed systems Loss of customer control and loyalty #AIIM12

Jmancini77 1:40 pm via HootSuite If someone doesn’t contact me today and let me end run your #Satanic call center, I’m blogging tomorrow @xxxxx Jmancini77 3:40 pm via HootSuite This is Day 87 that I am held hostage by @xxxxx’s ridiculous #mortgage reﬁnance process. Please call. #AIIM12

email service web brand social Building a Strategy for Engaging Future Customers #AIIM12

70% 240% CUSTOMER ENGAGEMENT boost boost 70% Baseline boost EMPLOYEE ENGAGEMENT Source: Gallup #AIIM12

AIIM.org/cerVﬁcaVon #AIIM12

#AIIM12 I’m working in a Starbucks (or wherever) with my PC, my Android tablet, and my iPhone…Now what? John Mancini, AIIM @jmancini77 #AIIM12

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What does it take to engage employees and customers?

by John Mancini on Mar 16, 2012

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