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Customers' Emotional Connection to the Brand and #CX Pays

Posted by Tom Smith on Wed, Apr, 27, 2016 @ 12:04 PM

 

Temkin_Group-resized-600.jpg

 

Great insights from Bruce Temkin and Temkin Group with the following statistics from "ROI of Customer Experience 2015" which looked at the connection between customer experience (CX) and loyalty for 10,000 consumers and 300 companies across 20 industries.

Key findings:

  • 87% of consumers who give a high rating for emotion were likely to make multiple purchases, compared to 13% who gave a low rating.
  • 76% of consumers who gave a high rating for emotion were promoters compared to six percent who gave a low rating.
  • 63% of consumers who gave a high emotion rating were likely to forgive a company's mistakes compared to 11% giving a low rating.

The findings from Temkin Group are reinforced by findings from Forrester:

  • CX leaders grow revenue three times faster than CX laggards. On average the eight CX leaders had a compound annual growth rate (CAGR) of15% while the laggards grew at an average of 2.5%.
  • Companies with superior CX can charge more for their products and services. This is especially true for customers who rate an experience as "outstanding."
  • Superior CX drives customer loyalty and purchase intent. When customer has a good experience they'll tell their friends about it - in person and online, they'll spend more with you and be less likely to move to a competitor if you have a hiccup in service.

I've written numerous posts of the need to create an emotional connection to the brand.

I've worked with companies where the SaaS customers were not engaged with the brand and renewal rates were dismal. I've worked with a professional services who was much more concerned with sales than customer sat, CX and retention with similar results.

You need to establish a two-way relationship, ideally a dialogue, with your customer where you are learning what's important to your customers, while at the same time convincing them of your commitment to meeting their needs. The more you learn about customers' needs and wants, the more you'll be able to make their lives simpler and easier which will lead to a "customer for life."

The more you establish an emotional connection with your customer, and provide a solid CX, the more loyal they will be, you'll see less churn, and greater revenue.

As more companies learn about the positive ROI in engagement and CX, perhaps they'll reallocate their marketing spend from lead gen to customer retention?

What are you doing to enhance the emotional engagement and CX of your customers with your brand?

 

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Tags: emotional connection to the brand, customer experience, CX

Top 10 "Insights From Analytics" Blog Posts of 2014

Posted by Tom Smith on Tue, Dec, 30, 2014 @ 10:12 AM

 

Following are the most read blog posts during 2014.

 

Thank you for reading and sharing with others you think would be interested.

 

Please let me know if I can assist you, or your firm, in any way.

 

  1. Top 10 U.S. Net Promoter Scores (NPS) for 2013

  2. The Importance of Face to Face Communications

Happy New Year, have a great 2015!

Click Here To Schedule a 30-Minute Consultation  to Discuss Marketing or Sales Issues

Tags: emotional connection to the brand, customer experience, integrity, accelerate sales, net promoter score, NPS, face to face communications

Use Mobile to Make an Emotional Connection with Your Customer

Posted by Tom Smith on Fri, Nov, 21, 2014 @ 12:11 PM

use mobile to make an emotional connection

 

 

 

 

 

 

 

Great presentation by Tim Hayden (@TheTimHayden) author of The Mobile Commerce Revolution at yesterday's Triangle American Marketing Association's (#triama) monthly luncheon.

 

Tim's presentation on "Mobile Marketing: How B2B and B2C Marketers Can Stay Ahead" reiterated several points I have made in earlier blog posts about the power of SoLoMo (social/local/mobile) to drive revenue and relationships.

 

 

Mobile offers a very unique opportunity to establish a 1:1 relationship with customers and prospects -- the one that Peppers and Rogers starting promoting more than 20 years ago.

 

Mobile gives you the opportunity to be connected and personal.

 

I saw statistics at the Internet Summit (#isum14) that said we check out smart phones an average of 150 times a day. The person who presented that statistic admitted that she checked her phone more often than that.

 

According to Business Insider, 90% of 18 to 29 year olds, sleep with their smart phone. I know I use mine as an alarm clock -- what about you?

 

Tim showed how Dell has been placing a QR code on every server so that systems operators could access the "Quick Resource Locator" on their smart phone whenever there was an issue with that particular server. The Quick Resource Locator enables users to get immediate access to extensive system information and detailed how-to videos using their smartphone.

 

Unfortunately Dell did this in response to all of the "Dell Hell" feedback they were getting for their poor customer support. Imagine what Dell's reputation, and revenue, would be if they'd come up with the "Quick Resource Locator" as part of a proactive customer satisfaction and retention program in advance of all the hate on social media.

 

Sadly, most companies are more interested in making the near-term sale than ensuring they have a satisfied customer that will generate more revenue over the long term.

 

Starbucks has a mobile app that now accounts for 10% of their sales and is responsible for anywhere from 5 to 40% incremental revenue depending on the store.

 

If you remove friction to buy, people will buy more and more frequently.

 

If you save people time, if you make their lives simpler and easier, you're on your way to having a customer for life.

 

The opportunity to make people's lives simpler and easier with a smart phone is everywhere.

 

CVS Heath has expanded their digital marketing team from 6 to 200 in the last two years. They plan to expand from 200 to 400 in the next two years.

 

Do you think CVS Health can help address the chronic adoption and adherence problems with regards to people taking their medication thereby improving health outcomes and reducing medical expense? I sure do and I applaud them for taking the lead.

 

Sadly, most of the companies with whom I meet do not have CRM systems that provide a 360-degree view of the customer required to provide this level of service; however, the early adopters do and are taking advantage of it.

 

The more you show your customers and prospects you're committed to making their lives simpler and easier, the more likely you are to have that customer for life and not lose them to a competitor.

 

Chipotle, Healthtrax and Whole Foods are missing huge opportunities to connect with me and use the information they have about me to improve my customer experience.

 

It will be interesting to see if any of their competitors begin focusing on delivering an exceptional customer experience through smart CRM, beacons and mobile to get me to switch.

 

Have you thought about how you can use mobile to make an emotional connection with your customer and provide an outstanding customer experience?

 

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Tags: emotional connection to the brand, customer experience, improve customer experience to accelerate sales, customer satisfaction measurement and improvement

Use Voice of the Customer to Accelerate Sales and Improve #CX

Posted by Tom Smith on Mon, Oct, 13, 2014 @ 10:10 AM

voice of the customer

 

 

 

 

 

 

 

 

Great presentation by Maxie Schmidt-Subramanian of Forrester entitled, "The State of VOC -- It's Time To Act."

 

How do your customers perceive the interactions they have with your company?

 

Do you know?

 

Have you asked them?

 

A customer's perception is their reality.

 

Emotion is the biggest driver of loyalty.

 

Do your customers have an emotional connection to you or your brand?

 

If you don't know the answers to these questions, you need a more disciplined approach to measuring the customer experience.

 

Here are the four steps to take:

 

  1. Repair -- identify problems that need to be fixed.

  2. Elevate -- make the people responsible for the problem responsible for fixing the problem. Hold them accountable. Document and report the results.

  3. Optimize -- learn what you are doing that pleases your customers and identify ways to continue to do more of those things.

  4. Differentiate -- understand what makes you "different and better" than your competition, in your customers' eyes, and continue to build on that positive differentiation.

Having an active voice of the customer (VOC) program lets your customers know you are interested in knowing what they think about the products and services you are providing.

 

Make voice of the customer feedback an integral part of your company's decision-making process.

 

Here are four steps to improve your VOC program:

 

  1. Listen -- focus on surveys, unstructured feedback and what your employees are saying about what customers like and don't like.

  2. Interpret -- have a holistic view of the customer experience and a 360-degree view of each customer. Collect and share what the customer is saying with management and employees. Discuss the implications of what you are hearing.

  3. React -- close the loop. If a customer complains have a system in place to ensure you resolve their complaint and you get back to the customer to confirm they are happy.

  4. Monitor -- measure the results of your VOC program, know the financial impact it's having on your firm. That's the only way management will continue to support the program. The biggest reason VOC programs fail is lack of executive support.

 

Following are eight steps to take to ensure your company, and VOC program, is successful:

 

  1. Be more customer-centric when collecting feedback. Give the customer the opportunity to provide both structured and unstructured feedback. Encourage your employees, and your management team, to make listening to customers a service that everyone provides.

  2. Listen to employees. Collect customer feedback in real-time. Your customer-facing employees are your brand to your customers and the one's most likely to facilitate an emotional connection to your brand.

  3. Integrate multiple data sources to hear everything the customer is saying about you and to learn the details behind the issues and potential solutions.

  4. Be stakeholder-centric when sharing information. C-level executives may want overall KPIs. SBU managers may want to know how they compare to other SBUs. While, front-line employees want to know exactly what the customer is saying and how others have successfully resolved customer issues.

  5. React faster to customer feedback. A customer who sends you a tweet expects a response immediately, while a customer who leaves a comment on Facebook expects a response before the end of the day. You cannot wait until you've triaged all your customer comments to respond. If you wait too long to respond, your customer will think you're either not listening or don't care.

  6. Prioritize improvements you want to make. Know your customers' buyer journey and identify the most significant barriers. If you don't know what these are, ask your customers and your customer-facing employees.

  7. Develop a business case to share with management to justify the time and money being spent on the program. Continue to measure, track and update performance metrics.

  8. Start small. Identify a customer issue. Fix it. Get feedback from the customer. Establish and measure success early and expand your program over time.

 

Are you and your firm using voice of the customer feedback to accelerate sales and improve the customer experience? 

 

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Tags: emotional connection to the brand, VoC, voice of the customer, consumer insights accelerate sales, customer centric

Know Your Customers' Answers to These Questions to Accelerate Sales

Posted by Tom Smith on Mon, Sep, 08, 2014 @ 12:09 PM

consumer insights accelerate sales

 

 

 

 

 

 

 

 

If you think you know your customer, think again.

 

Are you and your employees having a meaningful dialogue with your customers?

 

Not sure what to ask them?

 

Here are 10 questions, beyond the standard net promoter score (NPS) question I recommend everyone ask, you and your employees should be asking your customers to improve the customer experience and convert more prospects to customers:

 

  1. How did your first learn about us?

  2. Who else did you consider before you decided to give us your business?

  3. What do we do that is "different and better" than other companies like us?

  4. What do we not do as well as other companies with which you do business?

  5. What social media channels do you use?

  6. What can we do to provide what you would consider a "wow" customer experience?

  7. What can we do to save you time or simplify doing business with us?

  8. What should we tell others to get more customers like you?

  9. Can you refer us to any family, friends or colleagues that may benefit from our products/services in the same way you have?

  10. Will you please let us know if we ever do anything to cause you to reconsider doing business with us?

 

The more you, and your employees, talk to your customers, the stronger the relationship, and the emotional connection with your brand, will be.

 

People like to do business with people they know, like and trust.

 

 

Customers also like to help those companies that are going "above and beyond" to provide a great customer experience.

 

Simply by asking customers for their feedback, you're letting them know that you are concerned with what they think about you and the experience you are providing.

 

Having a conversation, face-to-face or via telephone, with your customers is a great way to build trust and to let them know you, and your employees, care about them as individuals.

 

Listen intensely and record the feedback you get, ideally in your CRM, so you're able to review the feedback you receive and use it to improve the customer experience, empower your employees and create more effective marketing campaigns and messages.

 

What questions do you ask your customers that generate the most valuable insights?

 

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Tags: dialogue, emotional connection to the brand, customer experience, VoC, voice of the customer, face to face communications

Customer Service Drives Outstanding Customer Experience

Posted by Tom Smith on Tue, Aug, 05, 2014 @ 10:08 AM

Customer service 

 

 

 

 

 

 

Great webinar by Frank Eliason (@FrankEliason) of Citi, Nick Ayres (@nickjayres) and Hansen Lieu (@hansentweets) of SAP on ""Customer Service is the New Marketing: Turning Satisfaction Into Sales."

Interesting points shared by the panel:

  • 88% of customers have been influenced by customer reviews.
     
  • Customer service is engaging with customers every day.

  • 48% of customers will praise a company about good service on social media.

  • 66% of customers will spend more money with companies that provide good customer service.

  • 78% of customers have bailed on a transaction because of poor customer service.

 

Implications:

  • Customer service should be aligned with marketing.

  • Every company that wants to be successful should be comitted to providing customer service excellence.

  • Engage with customers to win their heart and make an emotional connection with them.

  • Drive advocacy among your employees and your customers, to drive revenue.


What are you doing with the information your customers provide to customer service to improve the customer experience?

 

Want to Accelerate Sales? Download the Free e-book   

Tags: emotional connection to the brand, customer experience, customer satisfaction, customer centric, customer service

Top 10 Voice of the Customer (#VOC) Best Practices

Posted by Tom Smith on Mon, Jun, 30, 2014 @ 10:06 AM

listen to VOC to improve CX

 

 

 

 

 

 

 

 

Thanks to Allegiance for the following.

 

I had the opportunity to attend Allegiance's VOC Fusion conference in May and earn my Professional VOC Certification.

 

Sadly, most of the companies I see today are very short-sighted and are only concerned with meeting this month's/quarter's sales goals.

 

They do not care about establishing a long-term relationship with the customer that will lead to greater lifetime customer value and lower marketing investment.

 

Here are the 10 best practices:

  1. Listen, and act on, the voice of the customer. Listen intensely. Let your customers know you care about them and what they have to say. Thank them profusely for giving you feedback -- both positive and negative.  

  2. Open the gates to customer feedback. Ask for customer feedback. Let your customer know you're committed to improving but you need their help to do so.

  3. Make VOC feedback collection part of the routine for you and your employees. Make sure your employees understand the value of consumer feedback, both positive and negative. Don't penalize employees for negative feedback. Empower them to address the problem.

  4. Know what the feedback says. Take the time to read comments and answers to open-ended questions. If you aren't clear about what the feedback is saying, reach out to the customer and have a conversation with them. They'll be shocked that you cared enough to reach out and talk to them.
     
  5. Take real and deliberate action. The management team needs to agree on what the next steps are based on the quantitative and qualitative feedback. Root cause analysis may be needed to understand why a problem seems to be recurring. Assign a team, including frontline employees, to map the customer journey, you'll be amazed at what's falling through the cracks between the silos of your organization.

  6. Close the feedback loop. Let your customers know you appreciate their feedback, you heard what they had to say and what you are, or are not, going to do as a result of their feedback.

  7. Tell the world. Tell them you are committed to providing an outstanding customer experience and then share with them what steps you are going to take to do so. What you've learned and the steps you are taking as a result of what you've learned are great blog topics.

  8. Bring feedback to life internally. Share customer feedback and performance scores with your entire team. Empower and engage your team to share their stories and experiences. Your front-line employees can validate and add color to the feedback.

  9. Match employee behavior to discoveries. Encourage your employees to engage customers in a dialog to better understnad their needs and wants. Encourage and empower employees to provide an outstanding customer experience or to fix a customer's problem on the spot without having to go to their manager for approval.

  10. Celebrate success by sharing superior customer service stories with others in your organization. Nordstron and Ritz Carlton employees are proud to share their customer service stories, it's part of their culture of providing consistently outstanding customer service. What superior customer service stories are shared in your firm? 

 

Four additional steps you can take:

 

  1. Keep up steps 1 through 10 above. A commitment to provide outstanding customer service should never end. However, as c-level executives more concerned about making quarterly numbers and getting their quarterly bonus, they take their eyes off the commitment to, and the ultimate value of, providing outstanding customer service. Make customer service delivery as important as revenue goals.

  2. Measure. I find a three-question NPS survey to be very easy, very informative and very useful for creating a dialog and letting your customers, and employees, know you care. 

  3. Improve. Every company committed to providing an outstanding customer experiece understands that it's a "journey, not a destination" and that their customers will bring them new opportunities for improvement every day. 

  4. Engage employees to listen and provide feedback. Your employees have a better idea of what's an issue for your customers than you do. They interact with them daily. Listen, and act on, what your employees have to say about providing an outstanding customer experience.

If you want to have a profitable, long-term, viable business you can positively differentiate yourself from your competition by providing outstanding customer service.

 

The customer services bar is still very low.

 

Very few companies are listening intensely to the voice of the customer.

 

Companies that provide the best customer service, and make an emotional connection with their customers, will be more successful than those that do not.

 

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Tags: emotional connection to the brand, customer experience, customer satisfaction, VoC, voice of the customer, listen intensely

3 Keys To Success -- Visibility, Credibility and Relationships

Posted by Tom Smith on Wed, May, 28, 2014 @ 10:05 AM

3 keys to success for you and your company

 

 

 

 

 

 

 

Looking at the blog posts I've been writing over the past few years, I'm seeing a trend in the three things every person, and every company, needs to be successful today:

  1. Visibility

  2. Credibility

  3. Relationships

Following are my thoughts on ways for individuals, and companies, to improve each:

  • Visibility
  1. Build brand awareness by sharing information of value.
     
  2. The more you blog, the more awareness, traffic and leads you will get; your SEO rankings will improve as well.

  3. Use P.R. A lot of people think P.R. is dead in the age of social media. However, there are still plenty of vertical trade publications, and websites, looking for information of value to share with their readers. P.R. is another channel in which you can repurpose content.

  4. Leverage all of your content to educate your customers and your prospects. It's amazing what you can learn to do on your own by searching YouTube. C-level executives are 7-times more likely to look at a video than to download and read a whitepaper.

  5. Stay active on LinkedIn. Update your profile, your company's profile and actively participate in, and contribute to groups. I've found groups to be a tremendous resource when sourcing products and services.

  6. Have a mobile presence -- especially if you're trying to reach millennials. 80% have a smart phone, 85% of Hispanics. Ensure all of your digital communications are mobile optimized.
  • Credibility
  1. Build extreme trust. "Do what you say you'll do when you say you'll do it."

  2. Be consistent. While some people say, "consistency is the hobgoblin of little minds," it's the only way to build trust. Consistency = trust. Inconsistency = confusion and distrust.
     
  3. Ensure your management team, and employees, are in alignment with regards to vision, mission, values and what makes you "different and better." Lack of alignment results in inconsistent messages to customers and prospects.

  4. Another reason to provide information of value is to build credibility. Providing information of value early in the relationship lets the prospect get to know you. Don't sell, just educate.

  5. Empower employees to deliver a consistently good customer experience. Consistency builds trust. "Wow" customer experiences will create "raving fans" that will help market your product or service.

  6. Put the customer first in everything you do. Help customers win, make their lives easier, and you'll have customers for life.

  • Relationships
  1. Strive to have customers for life. It's like aiming for the moon, even if you don't achieve your goal, you'll positively differentiate yourself from the competition.

  2. Have face-to-face conversations with your customers and prospects to get to know them as individuals. People like to do business with those they know, like and trust. Face-to-face conversations help to build long-term relationships.

  3. Help customers make an emotional connection to your brand by letting them get to know the people that comprise your brand. People connect with other people. Empower and encourage your employees to connect with customers and prospects -- in person and via social media.

  4. Listen intensely to your customers and prospects to understand their needs and wants. These consumer insights will lead to new product development, service enhancements, new revenue streams and repeat business.

  5. Referrals and word-of-mouth are still the most powerful, and cost efficient, forms of marketing. Give your customers experiences they want to share with others.

  6. As you enhance your relationships with your customers, you'll find that they want you to be successful. Don't be afraid to let them know how they can help you.

What actions can you take to make you and your company more successful?

 

Want to Accelerate Sales? Download the Free e-book
 

 

Tags: emotional connection to the brand, customers for life, consumer insights, information of value, alignment, extreme trust, face to face communications

Your Employees are Key to an Outstanding Customer Experience (#cx)

Posted by Tom Smith on Wed, May, 21, 2014 @ 10:05 AM

engaged employees provide great customer experience

 

 

 

 

 

 

 

Great presentation by Jim Knight, the former head of Hard Rock Cafe's School of Hard Rocks, at the VOC Fusion (#vocfusion) conference.

 

Jim's presentation was entitled, "How To Achieve Rock Star Status: Employee Culture is the Key to Great Customer Experience."

 

The guest experience is the "top of the iceberg" for the brand.

 

The internal environment (vision, mission, vlues, service philosophy, standards and procedures, tools and processes, beliefs and experiences) are the things beneath the surface that really impact customer experience.

 

There are two types of organizations: virtuous and vicious. Which one is yours?

 

Who you hire determines what kind of organization you are.

 

Hire the wrong employees and you end up with:

  • A disintegrated morale and culture

  • An anemic customer experience

  • No one talking positively about you

  • Slowing visitor rates

  • Missed sales and profit targets

  • Good employees leaving for other jobs

  • Hiring to fill positions rather than making the right hire for the position

 

Virtuous companies focus on hiring the right employees and end up with:

  • Great morale and culture

  • Great customer experiences

  • Raving fans

  • Sales and profits that surpass goals

  • Employees receiving bonuses

  • Potential employees coming to you because your's is a "great place to work"

  •  Hiring the best available people for the job
Jim provided 10 rules for your company to achieve "rock star" status:
  1. The only path to a virtuous environment is through employees. Have a well-defined employee life cycle for all your employees: recruiting, interviewing, selecting, on-boarding, training, communicating, developing, incenting, retaining and separating.

  2. Create compelling, brand-specific recruiting collateral. Have interview standards. Great companies only hire one to two applicants out of every 10 interviews. Hiring the right fit is too important to screw up. Have multiple interviewers use different interview questions and reach consistent on whether or not you're hiring the right person. If not, keep looking.

  3. Implement a rigorous, non-negotiable interviewing process. Keep in mind that today's workforce: values individuality, are virtual learners, have short attention spans, are tech savvy as well as tech dependent, want to do meaningful work. Companies have to think differently about future team members.

  4. Hire rock stars not lipsynchers to amp up the brand. Your employees are your show. The most successful companies in the world have a shared mindset among employees. If you don't tell people they should be working on they fill in the blanks. Individual agendas produce random actions, a culture of confusion and dysfunction.

  5. Be like U2 -- everyone has a part to play in the band. There are stars and there are supporting roles. They are both important. Find the right people for each. Have a sound on-boarding process. It matters how and who teaches new hire orientations. According to the People Report, if another staff member teaches, turnover is 113%. If any manager teaches, turnover is 108%. If a qualified training manager teaches, turnover is 104%. If a general manager teaches, turnover is 98%. The top 10% in sales have the 10% lowest turnover.

  6. Give employees something bigger than themselves to commit to. Communicate with employees in comic book style or airline safety card style -- short, to the point, easy to remember.

  7. Communicate to people in the language in which they dream. Look for learning opportunities outside the classroom. Encourage immediate supervisors to engage with new employees. According to Gallup, the immediate supervisor is the promary reason people leave.

  8. Revolutionize all instructor-led training into "edutainment."

  9. Leadership matters. Leaders have the power to light or extinguish the cultural flame of the company. Leaders bring the flame thrower every day and light it up.

  10. Position your brand to be tatoo-worthy -- for your employees and your customers.

Are your employees more inclined to tatoo your company logo on their body or back in to their parking space so they can get away as soon as their day is over?
As an employer or manager, it is incumbent upon you to hire and empower your employees.
If you want them to be engaged you must inspire them.
What is your vision? What is your mission? What are you doing to inspire your employees?
Empower Employees to Get Insights Download the Free e-book  

 

Tags: emotional connection to the brand, transparency, empower employees, alignment, vision, mission, values

Focus on the Positive for Employee Empowerment

Posted by Tom Smith on Tue, Apr, 22, 2014 @ 00:04 AM

focus on the positive to engage employees

 

 

 

 

 

 

 

Great presentation by Dr. Gary Rhoads and Dr. David Whitlock at the VoC Fusion (#vocfusion) conference (#alliance) today on Driving Employee Passion for Higher Business Results: Moving Forward by Finding a Higher Purpose.

 

Key benefits of employee engagement include:

  • Reduced training and recruiting costs
     
  • Employees stay longer
     
  • Employees are more productive
     
  • Employees provide better service to customers
     
  • Employees take fewer sick days
     
  • Employees actively promote the business
Clearly, engaged employees are better employees and there's a positive spillover effect from engaged employees to customers.
When you have a sufficiently large percentage (20 to 25%) of engaged employees, you begin to gain momentum where the engaged employees begin positively affecting passive, as well as, disengaged employees.
As long as you have more positive people, than negative people in the organization, you can increase productivity and reduce turnover.
However, your employees must believe the in the value of the product or service they are providing customers before they will become engaged.
Once the product or service is right, you can build brand champions by focusing on those employees who are engaged and believe in what they are selling and servicing.
It is far more efficient to focus on building brand champions by focusing on those employees who are engaged versus addressing disengaged detractors.
Fixing the negatives are difficult and costly and detractors will find more things with which to be dissatisfied.
Building more passion among engaged employees is typically inexpensive and easy to do.
A few ideas:
  • Free fruit Wednesdays from local organic farmers
     
  • Pot luck lunches
     
  • Top-down communications explaining the vision, mission, values and strategic positioning
     
  • Vitality/health programs
     
  • Senior management commitment to engage and communicate transparently
     
  • Four movie tickets -- why four? Employees will invite their friends who will reinforce how cool their employer is to give them four movie tickets.
Creating passion among employees is enhancing their emotional connection to the company.
If you want your employees to be engaged, you must be in the inspiration business.
Here are the top 15 "passion factors:"
  1. Warm working environment
     
  2. Helping others
     
  3. Developing friendships
     
  4. Boss develops your potential
     
  5. Develop new skills and responsibilities
     
  6. Meaningful achievement/impact
     
  7. Job feedback
     
  8. Job variety
     
  9. Recognition from boss
     
  10. Personal growth
     
  11. Confidence in products or services
     
  12. Reward for productivity
     
  13. Empowerment
     
  14. Completion of projects
     
  15. Ability to make a difference
Spend more time with the people who love the company.
The passives and the disengaged will see what is happening and become more engaged or opt out and ultimately leave.
You'll wind up with a more engaged and productive workforce, as well as happier clients.
Empower Employees to Get Insights Download the Free e-book  

Tags: emotional connection to the brand, transparency, empower employees, alignment, vision, mission, values