Turn Employees Before Customers Turn Away
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Employee engagement is the key to customer loyalty and profitable growth.
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Turn Employees Before Customers Turn Away
- 1. Turn On Your Employees Before Your Customers Turn On You . Ed King [email_address]
- 2. “ To lead a symphony…”
- 3. “ To lead a symphony…” “… you must occasionally turn your back on the crowd.” — Unknown
- 4. 71% of employees in North America are not fully engaged in their work.
- 5. 71% of employees in North America are not fully engaged in their work. 19% actually consider themselves disengaged. — Blessing White, 2008 State of Employee Engagement study
- 6. 85% of engaged employees plan on staying with their employer one year or more.
- 7. 85% of engaged employees plan on staying with their employer one year or more. Only 27% of disengaged employees plan on staying a year or more. — Blessing White, 2008 State of Employee Engagement study
- 8. Companies with engaged employees…
- 9. Companies with engaged employees… … have a 12% higher share price compared to the S&P 500. — Hewitt Associates, 2002
- 10. Companies with engaged employees… … create $18,600 m ore market value per employee. — Hewitt Associates, 2002
- 11. Companies with engaged employees… … generate $ 3,800 m ore profits per employee. — Hewitt Associates, 2002
- 12. 80% of companies believe they deliver a superior customer experience.
- 14. 85% of executives agree that customer experience…
- 15. 85% of executives agree that customer experience… … will play a very / critically important role in gaining a competitive advantage over the next 3 years. — Stativity Global Experience Management Benchmark Study, May 2008
- 16. And, YET…
- 17. And, YET… 76% say employees are not well-versed in how to delight customers. — Stativity Global Experience Management Benchmark Study, May 2008
- 18. Not to mention…
- 19. Not to mention… 83% of executives said there are no executives tasked with improving the customer experience. — Stativity Global Experience Management Benchmark Study, May 2008
- 20. “ Loyal employees in any company create loyal customers, who in turn create happy shareholders.”
- 21. “ Loyal employees in any company create loyal customers, who in turn create happy shareholders.” “ The process sounds easy, but it's not, and it has defeated some of the bigger organizations of the twentieth century.” — Sir Richard Branson
- 22. "We spend all our time on people.”
- 23. "We spend all our time on people.” “ The day we screw up this people t hing, this company is over.” — Jack Welch former CEO, GE
- 24. My motivation: I have an abhorrence for poor company interactions stemming from a disconnect between customer expectations, an employee's personal agenda and the company's mission.
- 25. My mission: Create intense customer and employee loyalty by teaching companies how to align expectations among these vitally important audiences. My motivation: I have an abhorrence for poor company interactions stemming from a disconnect between customer expectations, an employee's personal agenda and the company's mission.
- 26. Ed King [email_address] Internal Communications and Culture Transformation Specialist