Engagement is All About Discretionary Energy!


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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:

Engagement is all about discretionary energy!

Click on image to enlarge

Republished with author's permission from original post.

Peter Psichogios
Peter Psichogios is the President of CSI International Performance Group whose mission is to help companies create engaging employee and customer experiences. Prior to joining CSI International Peter served as an executive member of one of the largest Instructional System Association companies in the world. In this capacity, he led all the front-end analysis and worked directly with Dr. Ken Blanchard. Peter has been fortunate to work with the who's who of the Fortune 500, helping them deliver innovative learning, engagement and recognition solutions.


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