WABAN, Mass., Nov. 27, 2012 /PRNewswire/ -- Temkin Group, a leading market research and consulting firm that helps organizations improve their customer experience, released a new research report: "The Five I's Of Employee Engagement." The study shows a strong connection between employee engagement and several measures of productivity and customer experience.
The research shows that engaged employees are 3.5 times more likely than disengaged employees to do something good for the company that is unexpected of them, 3.5 times more likely to make a recommendation about an improvement, and 5.8 times more committed to helping their organization succeed. Also, 75% of employees in companies with superior customer experience are highly or moderately engaged, compared with only 30% of employees at companies with sub-par customer experience.
Despite the compelling returns that come with employee engagement levels, Temkin Group found that only 35% of large firms received strong ratings in its employee engagement assessment.
"Employee engagement creates a virtuous cycle of goodness, leading to better business performance and happier customers. Companies need to work harder to capture this opportunity," states Aimee Lucas, Customer Experience Analyst of Temkin Group.
To research this report, Temkin Group interviewed more than 20 companies and uncovered five categories of best practices that the analyst firm calls the Five I's of Employee Engagement:
- Inform: Provide employees the information they need to understand the organization's vision and brand values, along with how customers feel about the organization.
- Inspire: Connect employees to the organization's vision and values so that they believe those matter and take pride in their job and the organization.
- Instruct: Support employees with the training, coaching, and feedback they need to successfully deliver the organization's brand promises to customers.
- Involve: Take action with employees when designing their jobs, improving work processes, and solving problems identified through customer or employee feedback.
- Incent: Deploy appropriate systems to measure, reward, and reinforce desired employee behaviors and motivate employees to give their best.
Among the leading practices that Temkin Group found across these Five I's are Symantec's Customer First News, an online customer experience update "broadcast" for employees, Sprint's "day in the life of the frontline" experience bringing senior leaders together with call center and retail employees in their locations, Disney Store's e-learning modules that develop both retail and entertainment skills in cast members, Fidelity Investments' Voice of the Customer Ambassador Program, and BKD's Hi5 peer recognition campaign.
The report "The Five I's Of Employee Engagement" can be downloaded from the Customer Experience Matters blog, at ExperienceMatters.wordpress.com as well as from the Temkin Group website, www.TemkinGroup.com.
About Temkin Group
Temkin Group is a leading customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customer‐centric. The company combines customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their results. For more information, contact Bruce Temkin at 617-916-2075 or send an email to firstname.lastname@example.org.
About Aimee Lucas
Aimee Lucas is Customer Experience Analyst at Temkin Group. She has over 15 years of experience improving service delivery and transforming the customer experience through people development and process improvement initiatives. Prior to joining The Temkin Group, Aimee was responsible for implementing the client experience strategy and managing the Voice of the Customer (VoC) program for one of the top 10 public accounting and consulting firms in the U.S. Her work included planning and managing strategic initiatives, collaborating with cross-functional teams to introduce new-to-company functions and improvements. She is a graduate of the University of Notre Dame with a bachelor's degree in marketing management.
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SOURCE Temkin Group