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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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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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