This week, we feature an article by Luke Jamieson, Regional Director at Centrical, the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. According to Gallup, highly engaged teams are 21% more productive. What’s the connection between engagement and productivity and […]
This week, we feature an article by Luke Jamieson, Regional Director at Centrical, the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success.
According to Gallup, highly engaged teams are 21% more productive. What’s the connection between engagement and productivity and how do you achieve this nexus?
Engagement and productivity are uttered almost daily in the business community. Most people understand they are related, but mistakenly think that the road between engagement and productivity is linear. In fact, they are part of a complex, interconnected web. Leaders and organizations that care about the performance of their companies need to care about engagement and employee experience (EX). They cannot focus single-mindedly on productivity without addressing the underlying factors. Leaders need to zoom out and look at the bigger picture that connects engagement to productivity to business success.
When the term “engagement” is used in the marriage context, it’s understood as a mutual promise and expression of intent. However, when it’s used in a work context, we often only consider one side—an employee is either engaged or not. But employee engagement is also two-sided. Employers have a responsibility to understand and focus on employee engagement.
It bgins by understanding what employee engagement looks like. The starting point for any company is enjoyment—employees need to like their work and enjoy what they do on a day-to-day basis. From there, it kicks off a virtuous cycle of employee engagement:
All of these factors work together to increase employee engagement by tapping into natural intrinsic motivators. When someone loves their work, they will naturally start diving deeper to learn more and develop that sense of value, care, and pride over their work.
Employee engagement is a multi-faceted experience, as we’ve just seen. But, as it continues to run its own virtuous cycle, it begins to connect with productivity, customer experience, and business success.
An engaged employee has deep knowledge and understanding of their role, responsibilities, and the company’s products and services. Knowledge naturally increases the quality of work, efficiency, and productivity, as they are able to work more effectively.
Another intersection is by creating an excellent customer experience (CX). An engaged employee values and cares about their work, which will help them create a good CX because they are authentically seeking to help and serve customers. Excellent CX will lead to loyal customers and business success, but it will also develop a sense of pride for the employee, that they are part of a company that cares for customers well.
Increased productivity and strong CX will both lead to business successes. An effective leader will recognize all these intersections and understand the value of continuously reinvesting in employees. Creating a good EX is not a one-time thing but requires continual work and prioritization.
Join Shep online for The “X” Factor – Igniting CX Through Outstanding EX on Tuesday, April 26th at 11 AM EST / 3 PM GMT where he will talk about the intersection of CX and EX and how to power both. Shep will be joined by Sean Hammerle, COO of ONQ — a powerhouse contact center company specializing in healthcare and patient services and a Centrical client. Sean will share global insights into how his company is boosting EX through innovative and uniquely personalized engagement strategies and a culture that puts employees at the center of everything ONQ achieves.
Luke Jamieson is one of the top 25 global influencers and thought leaders on customer experience and employee engagement. He is a Regional Director at Centrical, the next-gen employee engagement and performance platform.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.
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