The document discusses the importance of engaged employees for business success. It cites statistics showing that most employees are disengaged and that engaged employees lead to higher profits, share prices, and customer loyalty. However, many companies fail to prioritize improving employee engagement and the customer experience. The author's mission is to teach companies how to better align employee, customer, and company expectations to create loyal customers and employees.

1. Turn On Your Employees Before Your Customers Turn On You . Ed King [email_address]

2. “ To lead a symphony…”

3. “ To lead a symphony…” “… you must occasionally turn your back on the crowd.” — Unknown

4. 71% of employees in North America are not fully engaged in their work.

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. 85% of engaged employees plan on staying with their employer one year or more.

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. Companies with engaged employees…

9. Companies with engaged employees… … have a 12% higher share price compared to the S&P 500. — Hewitt Associates, 2002

10. Companies with engaged employees… … create $18,600 m ore market value per employee. — Hewitt Associates, 2002

11. Companies with engaged employees… … generate $ 3,800 m ore profits per employee. — Hewitt Associates, 2002

12. 80% of companies believe they deliver a superior customer experience.

14. 85% of executives agree that customer experience…

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. And, YET…

17. And, YET… 76% say employees are not well-versed in how to delight customers. — Stativity Global Experience Management Benchmark Study, May 2008

18. Not to mention…

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. “ Loyal employees in any company create loyal customers, who in turn create happy shareholders.”

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. "We spend all our time on people.”

23. "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. 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. 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. Ed King [email_address] Internal Communications and Culture Transformation Specialist