Shep Hyken\'s Customer Service Blog

Employee Loyalty List

Appreciation + _____________ = Employee Loyalty

Below is a list of the words/phrases that you, our Shepard Letter readers, sent in for the Employee Loyalty Formula survey. There were several hundred responses. There were many duplicates (respect, trust, empowerment, just to name a few), yet I only listed each word or phrase once. At the end of the list are some of the comments readers sent with their responses. Thank you for participating!

  • Accountability
  • Acknowledgement
  • Authority
  • Autonomy
  • Awesome Customer Service
  • Being Part of a Winning Team
  • Buy-In (Belief in your company’s direction)
  • Career Development
  • Caring
  • Cash
  • Challenging Assignments
  • Commitment
  • Communication
  • Compensation
  • Consistency
  • Consistent Managerial Guidance
  • Continuous Coaching/Training
  • Contribution
  • Creating Opportunity
  • Dedication
  • Emotional Quotient (“EQ”)
  • Employee Confidentiality
  • Employee Engagement
  • Employee Ownership
  • Empowerment
  • Encouragement
  • Engagement
  • Fair Market Monetary Compensation
  • Fairness
  • Feedback
  • Feeling of Holding and Belonging
  • Flexibility
  • Fulfillment
  • Generosity (Not necessarily in the form of compensation.)
  • Genuine Respect
  • Good Listening Skills
  • Great Leadership
  • Growth
  • Healthy Communication
  • Honesty
  • Incentives
  • Inclusive Communication
  • Inspiration
  • Integrity
  • Job Satisfaction
  • Job Security
  • Keeping In Touch
  • Leadership
  • Listening
  • Management Setting the Example
  • Market Value Salary
  • Meaning
  • Mutual Respect
  • Open Communication
  • Opportunity
  • Opportunity to Grow
  • Orientation/Training
  • Ownership (of the job)
  • Partnership
  • Passion
  • Passionate Purpose
  • Personal Growth
  • Positive Feedback In Front of Others
  • Positive Leadership
  • Praise
  • Pride
  • Proper Compensation
  • Public and Private Recognition (Verbal, Written and Monetary)
  • Purpose
  • Recognition
  • Remuneration
  • Respect
  • Reward
  • Rewards
  • Satisfaction
  • Security
  • Self Determination
  • Sense of Purpose
  • Serving the Employee
  • Sharing Company Vision
  • Showing It
  • Sincerity
  • Skill Development
  • Stability
  • Straightforwardness
  • Support
  • Support from Management
  • Team Building
  • Thank You
  • Tickets (perks)
  • Timely Response
  • Trust
  • Validation
  • Welfare of Staff (Social, Economical)

Most popular responses were…

  • Respect (#1)
  • Trust
  • Empowerment
  • Recognition

Some of the comments that came in with the responses were interesting. Here are a few (with some minor editing) that you may enjoy.

Holly Hennenfent owner of Munson Hybrids writes: Straightforwardness – As long as you are honest and upfront about issues, good and bad, then your customer and/or your employees can handle anything. No games played is my motto.”

Janet Woithe of Federal Savings Bank in New Hampshire writes: “Commitment – This could be the working environment, physical, emotional, financial and overall well being. To making sure employees have the necessary tools to do the job to the best of their ability. To the success of their particular organization and finally, commitment to their community.”

Sharla Ault from Bassano del Grappa in Italy writes: “Positive feedback in front of others – I have a boss who never forgets a birthday, does a tour of the office every morning and has a word for each and every employee, every day. He never fails to tell someone they did a good job, whenever possible in front of others… He is a great role model.”

Hal Beatty, CEO of Blue Sky Financial Group in North Bay Ontario writes: “Respect – Our turnover has been relatively low in recent years and I think it is due in large part to the fact we treat our employees with respect.”

Tim Pleasant from Continental Carbonic in Illinois writes: “Generosity – Not necessarily in the form of compensation, but of time and genuine concern for an employee’s health, family and well being.”

Coleen Postgate of Gateway Insurance in Ames, IA writes: “Value – I mean that we feel we are important in keeping the business going – from the custodian to the CEO!”

Tom Hathcoat of Comcast Cable writes: “Employee Ownership – If an employee is really going to create excellent moments of truth for customers, then they have to have a piece of the business that is their own – and be recognized for a job well done.”

Ted Richey of Continental Carbonic writes: “Stability – Ten pounds of appreciation on a sinking ship will never amount to an ounce of loyalty!”

Sanjay Bakshi of RBS in India writes: “EQ – It is the Emotional Quotient which drives the emotional bonding and creates a high degree of involvement, a higher altitude of belongingness, trust and faith that leads to Loyalty.”

Rick Van Sistine of East Wisconsin Savings Bank writes: ” Passionate Purpose – Employees want to know they are appreciated. Combine that with Passionate Purpose and I believe you’ll have a loyal employee. People need to have a purpose in life. Behind every highly
successful business is a leader that is very passionate about what they do and why they do it. It is all about the story of the business, it’s vision and goals. That kind of motivated loyal employee will be creating Moments of Magic for customers because they have a passionate purpose.”

Thank you again to all that contributed. There were so many other comments, and if you aren’t mentioned above, it was not because you didn’t have some great ideas. This article would have become a book if I included everyone’s comments. I hope you understand and that it doesn’t discourage you from responding to any future surveys.

Another thanks to Glen Schmidt who started the idea of a an employee loyalty formula.

If you someone landed on this list/article and haven’t read the original article, click here.


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