Engage Employees: Great CX Starts With Engaged Employees
What is Engage Employees?
Engage Employee is an effort to help organizations understand and improve employee engagement, which is a fundamental building block for great customer experience.
Our research shows that:
- Compared with disengaged employees, highly engaged employees are 2.5 times as likely to stay at work late if something needs to be done after the normal workday ends, more than twice as likely to help someone at work even if they don’t ask for help, more than three times as likely to do something good for the company that is not expected of them, and more than five times as likely to recommend that a friend or relative apply for a job at their company.
- Seventy-seven percent of employees in companies that have significantly better financial performance than their peers are highly or moderately engaged, compared with only 49% of employees in companies with lagging financial performance.
- Companies that outpace their competitors in CX have 50% more engaged employees than those with CX that lags their peers.
- Ninety-one percent of highly engaged employees always or almost always try their hardest at work, compared with 67% of disengaged employees.
As part of our commitment to Engage Employees, Temkin Group will continue to research and write on the topic of employee engagement. As a primer, check out Temkin Group’s Employee Engagement Resource Page.
In our 8 CX Trends for 2015, we labeled 2015 as “The Year of the Employee.” Why? Because we’ve seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. And it makes sense, because our research has shown that engaged employees are the start to a virtuous cycle of great things:
Join the Engage Employees Movement
To take the pledge, simply write, “I pledge to Engage Employees,” in the comment box below, and proudly display this badge wherever you like.
We hope that you will also share your most innovative activities that have successfully engaged employees in the comments section below. Use the hashtag #EngageEmployees to get the message out on Twitter.
The $1,000 Engage Employees Challenge
Congratulations to winners of our Engage Employees Challenge: Nancy Gallant, Sibylle Huffman, Roger Pugsley, and Lisa Hrnken Ramirez. You can see all of the submissions in the comments on this page.
To encourage people to share their innovative practices, Temkin Group chose four people who we believe submitted the most innovative ideas for Engaging Employees and awarded them each a $250 gift certificate to Amazon.com.
While the contest is over, we still hope people will share their ideas for engaging employees.
Submit your ideas in the comment box below and tweet them at #EngageEmployees
The bottom line: Together, we can Engage Employees!