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Employee EngagementEmployee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who is disengaged from what they do will create a great customer experience.

Employee engagement, by any number of studies and research reports, leads to higher levels of business results. Most notable is Gallup’s work in this area evidenced by Gallup’s own Q12 engagement survey. Gallup scientists spent decades writing and testing hundreds of questions, because their wording and order mean everything when it comes to accurately measuring engagement. Their research yielded Gallup’s Q12 survey: the 12 questions that measure the most important elements of employee engagement. Gallup has studied survey results from more than 25 million employees around the world.

Employee engagement is essential to a great customer experience.

Engaged employees lead to business results. In fact, the 10th annual edition of Workplace America found that 83 percent of employers in the United States consider employee engagement as a strategic priority, with 64 percent budget and allocate funds specifically for this reason.Yet, numerous studies have pointed to a major problem of disengaged employees, especially in the United States, with a recent one, by DeskAlerts, reporting that a staggering 72 percent of workers in America aren’t engaged with their work and their employers.

via Employee Engagement | Bringing Employee Engagement into the 21st Century.

 

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