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. —  Ble...
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 st...
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.
<ul><li>80% of companies believe  they deliver a  superior   customer experience.  </li></ul>8%  of customers agree. —  Ba...
85% of executives agree that customer experience…
85% of executives agree that customer experience… … will play a  very / critically  important role in gaining a  competiti...
And, YET…
And, YET… 76% say employees are not well-versed in how to  delight  customers. —  Stativity Global Experience Management B...
Not to mention…
Not to mention… 83% of executives said there are no executives tasked with  improving  the customer experience. —  Stativi...
“ 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...
&quot;We spend all our time on people.”
&quot;We spend all our time on people.”  “ The day we screw up this   people   t hing, this company is over.”   —  Jack We...
My motivation:  I have an abhorrence for poor company interactions stemming from a disconnect between customer expectation...
My mission:  Create intense customer and employee loyalty by teaching companies how to align expectations among these vita...
Ed King [email_address] Internal Communications and Culture Transformation Specialist
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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.

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Turn On Your Employees Before Your Customers Turn On You

  1. 1. Turn On Your Employees Before Your Customers Turn On You . Ed King [email_address]
  2. 2. “ To lead a symphony…”
  3. 3. “ To lead a symphony…” “… you must occasionally turn your back on the crowd.” — Unknown
  4. 4. 71% of employees in North America are not fully engaged in their work.
  5. 5. 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
  6. 6. 85% of engaged employees plan on staying with their employer one year or more.
  7. 7. 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
  8. 8. Companies with engaged employees…
  9. 9. Companies with engaged employees… … have a 12% higher share price compared to the S&P 500. — Hewitt Associates, 2002
  10. 10. Companies with engaged employees… … create $18,600 m ore market value per employee. — Hewitt Associates, 2002
  11. 11. Companies with engaged employees… … generate $ 3,800 m ore profits per employee. — Hewitt Associates, 2002
  12. 12. 80% of companies believe they deliver a superior customer experience.
  13. 13. <ul><li>80% of companies believe they deliver a superior customer experience. </li></ul>8% of customers agree. — Bain & Company 2005 Study
  14. 14. 85% of executives agree that customer experience…
  15. 15. 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
  16. 16. And, YET…
  17. 17. And, YET… 76% say employees are not well-versed in how to delight customers. — Stativity Global Experience Management Benchmark Study, May 2008
  18. 18. Not to mention…
  19. 19. 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
  20. 20. “ Loyal employees in any company create loyal customers, who in turn create happy shareholders.”
  21. 21. “ 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
  22. 22. &quot;We spend all our time on people.”
  23. 23. &quot;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
  24. 24. 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.
  25. 25. 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.
  26. 26. Ed King [email_address] Internal Communications and Culture Transformation Specialist

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