Engaged employees go the extra mile to service customers and
deliver superior results. Therefore,
they provide the customer with a better shopping experience. They approach the job with energy that
enhances productivity. They often come
up with service improvements that can be used to better serve the customer. Engaged employees stay with their employers
longer, reducing turnover and the associated costs. These factors combined deliver enormous
payoffs to the business.
So how do successful businesses foster engaged employees? Environments that foster highly engaged
employees include: a strong sense of purpose, ample autonomy, opportunity for growth
and a sense of affiliation. To achieve
these company leaders must regularly solicit feedback from customers and use
them to change business processes in ways that both empower employees and
increase customer advocacy.
To create desired employee behavior many companies use
performance matrices for employee evaluation.
These matrices often measure the time in which certain tasks are
completed. These types of matrices often
do not take into consideration the customer promotion that an employee tries to
accomplish. Rather, focus on behaviors
that promote customer advocacy within guidelines that is in line with the business’
objectives. With this, a company can
create a culture of engaged and empowered employees.
