Staff engagement linked to customer experiences
There is a strong link between levels of employee engagement and the effort and commitment of employees to their company, and a consequent link with positive customer experiences, according to a research report by Temkin Group.
The report, entitled 'Employee Engagement Benchmark Study', examined the attitudes and behaviors of 2,435 US employees at for-profit organisations, and found that companies that are classed as 'customer experience leaders' have 2.5 times as many highly-engaged employees as do 'customer experience laggards'. This article is copyright 2012 TheWiseMarketer.com).
- I understand the overall mission of my company;
- My company asks for my feedback and acts upon my input;
- My company provides me with the training and tools I need to be successful.
The study found that 31% of employees are highly engaged while 23% are disengaged, and that highly engaged employees are extremely valuable to companies. Compared with disengaged employees, highly engaged employees are:
- 480% more committed to helping their company succeed.
- 250% more likely to do something good for the company that's unexpected of them.
- 250% more likely to make a recommendation about an improvement.
- 370% more likely to recommend that a friend or relative apply for a job.
- 30% less likely to take a sick day.
"Employee engagement has been one of the core competencies that we've stressed with companies for a long time and now we have quantitative evidence to make the case that it's critically important," concluded Temkin.