Employee engagement is both the rational and the emotional connection an employee has to your organization, combined with their willingness to give their discretionary effort. Research has consistently found that more engaged employees produce significantly better business results for their organization.
I define employee engagement as everyone in the organization doing the right thing, the right way, at the right time, even when no one is watching.
Engaged employees who are enabled to create exceptional service experiences will give organizations a real and sustainable competitive advantage. If you can create that type of culture, it is very difficult for competitors to replicate, if not impossible!
The evidence has never been clearer. Engagement is one of the few and most effective things that can provide a sustained advantage. Senior leaders are now recognizing this.
The engagement profit chain is very logical. The competitive advantage created from exceptional customer experiences is “an inside out proposition.” Meaning, you first must have engaged and enabled employees internally to create exceptional customer experiences externally.
Look for clues in the info graphic below:
Click on image to enlarge
