Wait! According to the Temkin Group, there are five…
1. Inform. Employees need to understand the organisation’s vision and brand values and how customers feel about the organization. They also need constant communications about the company’s priorities and its expectations of them.
2. Inspire. Employees need to feel connected to the vision and values, so they take pride in their job and the organisation.
3. Instruct. “If you want engaged employees, they need skills and knowledge to be successful,” states the report.
4. Involve. Involving employees when designing their jobs, improving work processes, and solving problems promotes engagement. Use formal and informal means to gather feedback from employees and also be prepared to take action on that feedback.
5. Incentivise. “Employees do what is measured, incentivised, and celebrated,” that’s why it is important to have mechanisms in place “to measure, reward, and reinforce desired employee behaviours and to motivate employees to give their best.”
Aimee Lucas, Customer Experience Analyst at Temkin says: “Engaged employees are twice as likely [as disengaged employees] to do something good for the company, three times as likely to make recommendations for improvements, and more than six times as likely to recommend that a friend or relative apply for a job at the company.”
Their research found a correlation between high performing companies in terms of revenue, customer service and employee engagement levels. Companies categorised as customer orientated are highly engaged, scoring up to 75% in engagement scores.
This feeds into a cycle, with better customer experience leading to increased customer loyalty and in turn, increased revenue. Organisations that are aware of the potential impact of high engagement will ultimately experience higher retention levels and sales performance.
Read more of their research here.
Mark is the General Manager of Power2Motivate APAC, delivering world class employee recognition and B2B loyalty programs to a wide range of clients.