Report: The Five I’s of Employee Engagement

We just published a Temkin Group report, The Five I’s of Employee Engagement. While previous Temkin Group research found a strong connection between employee engagement and both productivity and customer experience, only 35% of large firms’ employee engagement efforts received strong ratings. Here’s the executive summary:

Despite the compelling upside to employee engagement, many companies neglect this key area, leaving employees much less than fully engaged. Our research uncovered 25 best practices across what we call the Five I’s of Employee Engagement: Inform, Inspire, Instruct, Involve, and Incent. Among these practices are Symantec’s Customer First News, an online customer experience update “broadcast” for employees, Sprint’s “day in the life of the frontline” experience bringing senior leaders together with call center and retail employees in their locations, Disney Store’s e-learning modules that develop both retail and entertainment skills in cast members, Fidelity Investments’ Voice of the Customer Ambassador program, and BKD’s Hi5 peer recognition campaign. CX professionals cannot drive employee engagement on their own; it requires support from across the organization. We’ve identified some areas for CX to start collaborating with HR.

Download report for $195

Based on interviews with over 20 companies, this report identifies 25 best practices and highlights more than 60 examples of ways in which companies are engaging employees across the Five I’s. There are 13 exhibits providing additional information on a number of the leading practices highlighted in the report.

Here are the 25 best practices across the Five Is of Employee Engagement:

Aimee Lucas, Customer Experience Analyst at Temkin Group, has prepared a brief introduction to the research and findings that you can view:

Download report for $195

The bottom line: The 5Is can improve your customer experience and business results

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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