how customer-centricity can transform the employee experience
TRANSCRIPT
Employee Engagement Trends:
And How Customer-centricity Can Transform the Employee Experience
All data in this presentation is from the PeopleMetrics 2011 Employee Engagement Trends Report
It’s been a rough few years…
Annual Salary Budgets
20073.8%
20102.8%
Unemployment Rate Federal Budget Deficit
It’s been a rough few years…
Annual Salary Budgets Unemployment Rate
20074.6%
20109.2%
Federal Budget Deficit
It’s been a rough few years…
Annual Salary Budgets Unemployment Rate Federal Budget Deficit
$#*!
Employee Engagement
200734%
201041%
And yet…Employee Engagement has improved?!
More employees today…
Intend to stay with their employer
Are motivated to give extra effort
Recommend their current employer as a great place to work
Say they love their organizations
56%61%
55%60%
56%62%
46%53%
vs.
vs.
vs.
vs.
WHY?Employees have seen a reduction in available resources and
200766%
201061%
minimal pay increases
200747%
201050%
BUT
200766%
are reporting increased satisfaction with the emotional aspects of work
Purpose
200749%
201055%
Trust
200744%
201057%
Growth
200750%
201054%
Fun
200770%
201086%
Customer Focus
200761%
201068%
Recognition
201071%
200770%
HMM…
So how can leaders continue to grow Employee Engagement?
201086%
Driver that has seen the greatest amount of increase
cus·tom·er – cen·tric adj \’kəs-tə-mər -sen-trik\
Definition of CUSTOMER-CENTRIC
1 : A company that makes customers a part of the mission, invites them to give feedback and
has a customer base that is highly loyal
2 : A company where employees are
- Empowered to handle customer issues
- Invited to give ideas on the customer experience
- Provided customer feedback
- Recognized when they have done a good job serving customers
Related to CUSTOMER-CENTRIC
Synonyms: customer focus, consistent, customer service, genuine, trustworthy
Antonyms: company-centric, disengaged, frustrating, unfocused, inconvenient
Note: This definition was defined by survey respondents from the 2011 Employee Engagement Trends Report
more likely to2 to 2.5x
Employees working for customer-centric organizations are…
Intend to stay with their employer
Be motivated to give extra effort
Recommend their current employer as a great place to work
Say they love their organizations
6x
Employees working for customer-centric organizations are…
More likely to be Fully Engaged
“Ultimately employees want to feel
they are doing good, meaningful work
with an opportunity to learn and
grow amongst people they trust, like
and respect.”- PeopleMetrics 2011 Employee Engagement Trends Report
59%In spite of the improvements, 59% of employees remain ambivalent or Actively Disengaged with their work
WHAT
NEXT
1 Continue to check the pulse of Employee EngagementBe aware of the changes happening in your organization and the stress that places on your employees. Relying on the current upswing will likely result in negative backlash as the external environment begins to improve.
2 Find ways to bring fun back into the workplace“Fun” refers to the co-worker dimension, the “team spirit” of a workplace and is heavily correlated with a sense of purpose at work. In 2007 this was an important driver of Engagement. Leaders who focus on this now will find themselves ahead of the curve.
3 Use customer feedback to drive Employee EngagementInspire employees by sharing the results of their work as received through customer feedback.
4 Recognize employees who go above and beyondUse customer feedback surveys to systematically recognize employees who go the extra mile for customers.
5 Empower your employees to solve your customers’ problemsGive your employees the authority to interact with customers and clients as real people, to empathize and work out personalized solutions rather than protocol fixes. Customers quickly grow impatient with businesses that are difficult to do business with.
METHODOLOGYIn May 2011, PeopleMetrics conducted its second national study of Employee Engagement Trends. Our goal was to measure shifts in Employee Engagement levels since our first U.S. study conducted in 2007. Resulting data were proportionally balanced to income, age, gender, race/ethnicity, and are representative of the U.S. workforce across the following six sectors: Banking/Financial Services, Business/Professional Services, Health Services/Pharmaceuticals, Hospitality & Travel, Manufacturing, and Retail.
Partnering with eRewards, a nationally representative online panel, we surveyed more than 2,500 U.S. workers about their levels of Engagement and work experiences.
An Employee Engagement Index was calculated overall and by sector and compared to the same measure in 2007.
Employee Engagement is measured as the proportion of employees who agree or strongly agree (on a 5-point scale) to the following four questions:
• Retention: “It would take a lot to get me to leave the organization I work for”• Effort: “Being part of my organization motivates me to go above and beyond what is expected”• Advocacy: “I recommend my organization as a great place to work”• Passion: “I love my company/organization”
About the Study
To receive the full 2011 Employee Engagement Trends Report send us an email at: