The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers. – Sybil F. Stershic Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees. Their employees are obviously passionate about their work and are willing to go the extra mile to help customers. “Employee engagement is the emotional commitment the employee has to the organization and its goals. This emotional commitment means engaged employees actually care about their work and their company. They don’t work just for a paycheck, or just for the next promotion, but work on behalf of the organization’s goals.” – Kevin Kruse – NY Times Bestselling Author, Keynote Speaker When employees are engaged, they truly care about customers, deliver better service and brand advocacy, and they are less likely to leave their jobs. While organizations enjoy better employee productivity and increased revenue:
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6 Reasons Why Smart Employees Underperform, And How That Can Be Fixed
“Dispirited, unmotivated, unappreciated workers cannot compete in a highly competitive world.” – Francis Hesselbein A company’s employees are often referred to as its most valuable assets. If you have clicked through to this post, most likely you are a business owner or a customer service manager, already well aware of the importance of keeping your employees engaged and motivated. Many of us realize that it’s critical to enable employees to reach their fullest potential, and leverage their skills and talents in the best company’s interest. According to ACCOR Services, 90% of business leaders think an engagement strategy has an impact on business success, but barely 25% of them have a strategy.
Continue readingWhy You Can’t Afford to Ignore Employee Engagement (Infographic)
Highly engaged employees make the customer experience. Disengaged employees break it. – Timothy R. Clark Are your employees passionate about their jobs and committed to contribute to your company’s goals? If not, you may be facing an employee engagement gap that can have a negative effect on productivity, retention, customer service levels and customer experience. In fact, employee disengagement is a bigger problem than most employers realize. According to the Gallup studies only 32% of employees in the U.S. are engaged, worldwide this number is as little as 13%. Gallup also found that poor engagement at work can cost the U.S. anywhere from $450 billion to $550 billion per year.
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