Loyal Customers Come From Engaged Employees
Employee engagement is increasingly being recognized as important for productivity, company growth, and the bottom line. Engagement levels are holding at a disturbing 30% in the United States.
Research from Gallup that surveyed almost 1.4 million employees shows that engaged employees produce better business outcomes, in particular with regard to customer loyalty, productivity, and profitability. Digging a little deeper, we find that employee engagement impacts these nine performance outcomes:
- customer ratings
- profitability
- productivity
- turnover (for high-turnover and low-turnover organizations)
- safety incidents
- shrinkage (theft)
- absenteeism
- patient safety incidents
- quality (defects)
To foster high employee engagement, certain management practices should be applied once there is clear data on pain points and opportunities, according to this study:
Rewarding and recognizing high performers, ensuring employees have a clear understanding of how their role contributes to the overall business model, and clear communication from senior leadership…
Data-driven approaches can help with measuring and fostering engagement, via Workplace Engagement Management (WEM) systems; NICE is leading the charge here with its software-based data collection and analytics tools. NICE delivers higher engagement, better collaboration, and improved work-life balance.
What are your thoughts on customer loyalty through engaged employees? Share them in the comments.
Engaged employees are more committed, resulting more profitability, higher productivity, and loyal customers.