How Customer-centricity Can Transform the Employee Experience
Employee Engagement Trends:And How Customer-centricity Can Transform the Employee ExperienceAll data in this presentation is from the PeopleMetrics 2011 Employee Engagement Trends Report
It’s been a rough few years…Annual Salary Budgets Unemployment Rate Federal Budget Deficit20073.8% 2010 2.8%
It’s been a rough few years…Annual Salary Budgets Unemployment Rate Federal Budget Deficit 2010 9.2% 2007 4.6%
It’s been a rough few years…Annual Salary Budgets Unemployment Rate Federal Budget Deficit $#*!
And yet…Employee Engagement has improved?!Employee Engagement 2010 41% 2007 34% More employees today… Intend to stay with their employer 61% vs. 56% Are motivated to give extra effort 60% 55% vs. Recommend their current employer 62% 56% vs. as a great place to work Say they love their organizations 53% vs. 46%
WHY?Employees have seen a reduction in available resources and 2007 minimal pay increases 66% 2010 61% 2010 2007 50% 47%
BUTare reporting increased satisfaction with the emotional aspects of work 2010 71% 2007 70% 2010 86% 2010 2007 68% 66% 2007 2010 61% 2010 57% 2010 55% 2007 54%2007 50%49% 2007 44% Trust Growth Fun Recognition Purpose Customer Focus
So how can leaders continue to grow Employee Engagement? Driver that has seen the greatest amount of increase 2010 HMM… 86% 2007 70%
cus·tom·er – cen·tric adj ’kəs-tə-mər -sen-trik Definition of CUSTOMER-CENTRIC 1 : A company that makes customers a part of the mission, invites them to give feedback and has a customer base that is highly loyal 2 : A company where employees are - Empowered to handle customer issues - Invited to give ideas on the customer experience - Provided customer feedback - Recognized when they have done a good job serving customers Related to CUSTOMER-CENTRIC Synonyms: customer focus, consistent, customer service, genuine, trustworthy Antonyms: company-centric, disengaged, frustrating, unfocused, inconvenientNote: This definition was defined by survey respondents from the 2011 Employee Engagement Trends Report
2 2.5xEmployees working for customer-centric organizations are… to more likely to Intend to stay with their employer Be motivated to give extra effort Recommend their current employer as a great place to work Say they love their organizations
Employees working for customer-centric organizations are… 6x More likely to be Fully Engaged
“Ultimately employees want to feelthey are doing good, meaningful workwith an opportunity to learn andgrow amongst people they trust, likeand respect.” - PeopleMetrics 2011 Employee Engagement Trends Report
In spite of the improvements,59% 59% of employees remain ambivalent or Actively Disengaged with their work
1 Continue to check the pulse of Employee Engagement Be aware of the changes happening in your organization and the stress that places on your employees. Relying on the current upswing will likely result in negative backlash as the external environment begins to improve.
2 Find ways to bring fun back into the workplace “Fun” refers to the co-worker dimension, the “team spirit” of a workplace and is heavily correlated with a sense of purpose at work. In 2007 this was an important driver of Engagement. Leaders who focus on this now will find themselves ahead of the curve.
3 Use customer feedback to drive Employee Engagement Inspire employees by sharing the results of their work as received through customer feedback.
4 Recognize employees who go above and beyond Use customer feedback surveys to systematically recognize employees who go the extra mile for customers.
5 Empower your employees to solve your customers’ problems Give your employees the authority to interact with customers and clients as real people, to empathize and work out personalized solutions rather than protocol fixes. Customers quickly grow impatient with businesses that are difficult to do business with.
About the StudyMETHODOLOGYIn May 2011, PeopleMetrics conducted its second national study of Employee Engagement Trends. Ourgoal was to measure shifts in Employee Engagement levels since our first U.S. study conducted in 2007.Resulting data were proportionally balanced to income, age, gender, race/ethnicity, and arerepresentative of the U.S. workforce across the following six sectors: Banking/Financial Services,Business/Professional Services, Health Services/Pharmaceuticals, Hospitality & Travel, Manufacturing,and Retail.Partnering with eRewards, a nationally representative online panel, we surveyed more than 2,500 U.S.workers about their levels of Engagement and work experiences.An Employee Engagement Index was calculated overall and by sector and compared to the same measurein 2007.Employee Engagement is measured as the proportion of employees who agree or strongly agree(on a 5-point scale) to the following four questions: • Retention: “It would take a lot to get me to leave the organization I work for” • Effort: “Being part of my organization motivates me to go above and beyond what is expected” • Advocacy: “I recommend my organization as a great place to work” • Passion: “I love my company/organization”
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