Outperformingyour competition by actively engaging employees and customers<br />Karen K. Nathan<br />December 17, 2010<br />
Dilbert<br />
What is Employee Engagement?<br />	Say<br />			Stay<br />					Strive<br />
Engaged Employees:<br />Trust leadership<br />Understand the business and their role in its success <br />Focus on what is...
What is Customer Engagement?<br />Definition: Connections consumers make through a variety of media. <br /><ul><li>Result:...
Increased employee engagement leads to increased customer engagement<br />Concentrate on creating a great environment for ...
Rules of Engagement<br />Make it a priority<br />Look at it as “a way of life,” not an initiative<br />Don’t spend too muc...
Why bother?<br />You are an expert in your line of work, but may not know how to maximize the value in your employees.<br ...
Increased employee engagement leads to increased customer engagement<br />Concentrate on creating a great environment for ...
Outperforming your competition with Employee and Customer Engagement
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Outperforming your competition with Employee and Customer Engagement

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Concentrate on creating a great environment for your employees, and they will create a great experience for your customers.

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  • Say, when employees consistently speak positively about the organization with co-workers, and customers.Stay, when employees have intense desire to be part of the organization. They are not looking to leave for a better job somewhere else.Strive, when employees put in extra effort, discretionary effort that contributes to business success
  • These are mirrors of each other
  • Satisfied and loyal employees reflect their positive attitudes and good behaviors to customers, who in turn increase their loyalty to the business.
  • initiative is something that has a limited budget, a defined beginning and end date and clear deliverables. When something becomes a “way of life” it becomes a course of conduct or the “way things are done around here”Ask your employees for help! They will tell you what they need and want
  • What people like me doHelp the business improve communication and idea sharing across departmentsEncourage passion and allow employees the freedom to run with and implement their ideas Develop ongoing training programsLeverage the diversity of your company – allow for different ways to engage in sustainability initiativesMake sustainability part of every employee’s job descriptionNewsletters, videos, podcastsGreen teamsGreen fairsLunch and learn seriesVolunteer opportunitiesConferences
  • Satisfied and loyal employees reflect their positive attitudes and good behaviors to customers, who in turn increase their loyalty to the business.
  • Outperforming your competition with Employee and Customer Engagement

    1. 1. Outperformingyour competition by actively engaging employees and customers<br />Karen K. Nathan<br />December 17, 2010<br />
    2. 2. Dilbert<br />
    3. 3. What is Employee Engagement?<br /> Say<br /> Stay<br /> Strive<br />
    4. 4. Engaged Employees:<br />Trust leadership<br />Understand the business and their role in its success <br />Focus on what is expected of them<br />Feel informed, included and valued<br />Know that their manager takes a personal interest in them, and provides opportunities to develop new skills. <br />
    5. 5. What is Customer Engagement?<br />Definition: Connections consumers make through a variety of media. <br /><ul><li>Result: Adedicated fan base of people who not only buy products or use services, but also encourage others to do the same.</li></li></ul><li>Fully engaged employees are more productive, innovative, creative, and loyal than average employees. <br />Fully engaged customers buy more, demonstrate loyalty, and are more profitable than average customers.<br />
    6. 6. Increased employee engagement leads to increased customer engagement<br />Concentrate on creating a great environment for your employees, and they will create a great experience for your customers. <br />
    7. 7. Rules of Engagement<br />Make it a priority<br />Look at it as “a way of life,” not an initiative<br />Don’t spend too much $$$<br />Be deliberate and use common sense<br />Ask for help<br />
    8. 8. Why bother?<br />You are an expert in your line of work, but may not know how to maximize the value in your employees.<br />Why work with a pro?<br />Turn apathy, disillusionment, or resentment back<br />to enthusiasm and optimism.<br />
    9. 9. Increased employee engagement leads to increased customer engagement<br />Concentrate on creating a great environment for your employees, and they will create a great experience for your customers. <br />
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