Engaged Employees Accelerate Sales

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

Employee engagement accelerates sales








The following is from presentations by Dr. Gary Rhoads, the founder of Allegiance, as part of the VoC professional certification program.


Engaged employees are good for your business on several fronts:

  • They stay longer than disengaged employees
  • They reduce training costs
  • They reduce recruitment costs by staying longer and recruiting people like them
  • They promote the company, its products and services to their family and friends
  • They demonstrate increased productivity and quality to internal customers
  • They are passionate about providing an outstanding customer experience
  • They are role models for less engaged employees helping to increase levels of engagement
Engaged employees are not just committed.
They are not just passionate or proud.
They have a vision for their own future that's consistent with the firm's mission and goals.
They are excited and in alignment using their talents and discretionary effort to make a difference in their employer's quest for sustainable business success.
An individual's degree of positive or negative emotional attachment to an organization or brand leads to, positive or negative,  discretionary effort.
Building employee engagement is all about generating emotional attachment.
The components of emotional attachment are head, heart and actions.
  • Head = "I believe" -- I believe in our company's products and services. They are the best in the industry and they will help to fulfill our customers' needs.

  • Heart = "I'm inspired" -- I'm excited by, and in alignment with, the vision, mission, values and strategic positioning of my company.

  • Actions = "I'll give discretionary effort." -- I will recommend our products and services to my friends and family. I will go out of my way to provide an outstanding customer experience to my customers.
Not everyone in the firm is totally engaged.
Firm focused employees are engaged with the company. They love the company they work for, the work they do, the products the company produces. However, they aren't necessarily focused on the customer experience. They're more interested in "managing up" than providing an outstanding customer experience.
Customer focused employees are those that are engaged with the customers they serve. They go out of their way to make sure the customer experience is exemplary. But they may not be concerned about the company they work for.
Are your employees backing their cars into their parking spaces? Do they want to get away from the office that badly?
To get your employees totally engaged:
  1. Recognize and reward the right behavior and effort

  2. Connect engagement to the vision, mission, values and strategic positioning of the firm

  3. Empower everyone in the firm to provide an outstanding customer experience and recognize them for doing do
  4. Whoever causes the pain should feel the pain -- identify the source of the problem and go to the source for the resolution
Employers are in the inspiration business -- it's only by inspiring people that you're able to make an emotional connection with them.
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Tags: alignment, vision, mission, values, employee engagement, inspiration