Outperforming your competition with Employee and Customer Engagement
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Outperformingyour competition by actively engaging employees and customers
Karen K. NathanDecember 17, 2010
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Dilbert
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What is Employee Engagement?
Say
Stay
Strive
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Engaged Employees:
• Trust leadership
• Understand the business and their role in its success
• Focus on what is expected of them
• Feel informed, included and valued
• Know that their manager takes a personal interest in them, and provides opportunities to develop new skills.
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What is Customer Engagement?
• Definition: Connections consumers make through a variety of media.
• Result: Adedicated fan base of people who not only buy products or use services, but also encourage others to do the same.
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Fully engaged customers buy
more, demonstrate loyalty, and are more
profitable than average customers.
Fully engaged employees are more productive, innovative, creative, and loyal
than average employees.
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Increased employee engagement leads to increased customer engagement
Concentrate on creating a great environment for your employees, and they will create a great experience
for your customers.
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Rules of Engagement
• Make it a priority
• Look at it as “a way of life,” not an initiative
• Don’t spend too much $$$
• Be deliberate and use common sense
• Ask for help
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Why bother?
You are an expert in your line of work, but may not know how to maximize the value in your employees.
Why work with a pro?
Turn apathy, disillusionment, or resentment backto enthusiasm and optimism.
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Increased employee engagement leads to increased customer engagement
Concentrate on creating a great environment for your employees, and they will create a great experience
for your customers.