The principles of Enterprise Engagement have not only changed the face of the organizations that implement its methodology but has also transformed countless industries, too. No longer does engagement fall solely on the shoulders of Human Resources professionals; it has grown into a career path all its own. Organizations that are consistently ranked on Fortune’s Top 100 Best Companies to Work For have made it a priority to engrain employee engagement into their culture.
Facebook, Google, and Zappos have gone so far as to incorporate positions such as a Chief Happiness Officer, a Chief People Officer, and Chief Engagement Officer into their C-level executive strategies. These roles bring Enterprise Engagement to a whole new level, by making the implementation and execution of employee engagement strategies more than just a yearly survey. Employee engagement can no longer sit solely in the HR silo, but must work in collaboration with Marketing, IT, Sales, and even Vendor Relations. We can now see the direct correlation between employee and customer experience, and put a direct value to it.
A Director of Client Happiness?
I may not have recognized it at the time, but I first experienced the shift towards Enterprise Engagement nearly 7 years ago when I began working for a small, boutique insurance brokerage. In walked Nancy, the Director of Client Happiness. Her title alone made me smile, and I instantly knew this company had the genuine desire to serve their customers well. A title of "Director of Client Happiness" did not exist in my world up until that point, as we were aptly titled Administrators, Customer Service Representatives, Supervisors, Managers, or the like.
Progressive companies are able to break down the silos between departments and work collaboratively for their common goals. This proved true for me recently when I attended a conference designed for employee recognition and engagement professionals. With over 350 attendees, I was the only one with the title Human Resources Manager - I was stunned! Aren’t HR professionals responsible for their company's employee engagement initiatives? Instead, I was surrounded by Marketing Directors, Employee Happiness Directors, & Chief People Officers. There it was, in black and white. This shift toward Enterprise Engagement - the idea that employee and customer engagement can no longer be considered mutually exclusive. One might say that it was my "Aha! Moment."
The Change in the Employee Engagement Focus
The initiatives that your organization uses of how to engage your employees in their work are also applicable when engaging your customers in your product and your brand, too! By aligning your internal and external brand, your employee engagement strategy organically succeeds. After all, based on Gallup’s Q2 employee engagement assessment, we know that an engaged workforce outperforms a disengaged workforce by 10% on customer ratings, and 21% in productivity. So bottom line, by joining forces and using the skills and knowledge of your teams, your organization will be able to best achieve its desired results of Enterprise Engagement.
At C. A. Short, we are your partner for increased employee engagement resulting in increased performance outcomes to grow your bottom line. Our process and research-based platform help you engage your team in order to increase your bottom line, motivate your staff to the benefit of the entire organization and reward your people for the positive changes they make. To request a Complimentary Consultation, please click here.