The Perfect Storm: Employee Engagement, Extraordinary Customer Experience, and Solid Sales Performance
TalentKeepers’ partnered with a national retail organization who has seen attrition rates drop significantly, from 50% to 15% in a single market, sales performance of highly engaged teams sold approximately $942,000/month above teams with low engagement, and customer satisfaction scores exceeded expectations.
Winter Park, FL, November 06, 2011 --(PR.com)-- It is not a secret that an engaged workforce provides extraordinary customer experience and strong sales performance. Numerous research studies show that engaged employees deliver better results for their organizations. Two organizational outcomes in particular have received a lot of attention:
Financial results (e.g., increased profitability, increase sales volumes) and customer satisfaction metrics (e.g., overall satisfaction, willingness to recommend the company/product). The question is, “How does an organization engage their workforce to gain loyal customers and increase sales performance?”
TalentKeepers has devised a process that enables organizations to increase engagement, customer experience, and sales performance through a multi-faceted approach. TalentKeepers’ 4-step engagement process incorporates the following: frequently (twice annually) survey and listen to all employees, utilize key metrics to identify opportunities and measure progress, set goals and action plan, and integrate the strategy into other key business processes in order to sustain its effectiveness.
“HR Executives are typically tasked with uncovering key factors that influence employee engagement and reporting their findings back to their operational partners,” explains Christopher Mulligan, CEO of TalentKeepers. “Many times organizations gather data just from anonymous engagement or satisfaction surveys; however when Human Resources also improves team dynamics by developing leaders who in turn create winning teams that drive stronger sales performance and have the passion to deliver an extraordinary customer experience, buy-in increases for initiatives that require attention because senior leaders value a broader perspective and the ROI screams Wow.”
Support from senior leadership and cross functional inclusion are two of the four main factors of listening to all your employees. The organization needs to “speak” the language of the employees and ask relevant questions of various job functions in order for employees to take surveys seriously. The national retailer also completes the survey administration twice a year because they want to ensure employee engagement remains a censorious focal point across the organization. The real work starts after the administration closes because the Executive Team through front-line leadership review detailed data reports individually, as a group, and overall, develop action plans based on key recommendations, talk with their teams about the results, and leaders attend skill-building training to help improve engagement competencies that influence team performance.
“Asking employees to share their perspective creates an open, supportive environment,” says Mulligan. “However, understanding and acting on your team’s needs is critical to the customer experience and the difference of moving the needle from 'meeting' to 'exceeding' goals. People make this possible and knowing how to effectively interact with your team, leader, co-workers, and the customer takes the organization to the next level. Forward-thinking organizations live and breathe employee engagement every day in their culture, mission, and industry.”
For more information, or to obtain access to the 4-step engagement strategy, please contact Kerri Weber at kweber@talentkeepers.com.
About TalentKeepers®
TalentKeepers® has spent the past decade researching the reasons why employees choose to join, stay or leave a company. By optimizing co-worker, employee, leader and organizational activities that keep talented employees motivated to help their company succeed, TalentKeepers has become one of the most well known and trusted names in the human resources industry. For more information about TalentKeepers, please go to www.talentkeepers.com.
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Financial results (e.g., increased profitability, increase sales volumes) and customer satisfaction metrics (e.g., overall satisfaction, willingness to recommend the company/product). The question is, “How does an organization engage their workforce to gain loyal customers and increase sales performance?”
TalentKeepers has devised a process that enables organizations to increase engagement, customer experience, and sales performance through a multi-faceted approach. TalentKeepers’ 4-step engagement process incorporates the following: frequently (twice annually) survey and listen to all employees, utilize key metrics to identify opportunities and measure progress, set goals and action plan, and integrate the strategy into other key business processes in order to sustain its effectiveness.
“HR Executives are typically tasked with uncovering key factors that influence employee engagement and reporting their findings back to their operational partners,” explains Christopher Mulligan, CEO of TalentKeepers. “Many times organizations gather data just from anonymous engagement or satisfaction surveys; however when Human Resources also improves team dynamics by developing leaders who in turn create winning teams that drive stronger sales performance and have the passion to deliver an extraordinary customer experience, buy-in increases for initiatives that require attention because senior leaders value a broader perspective and the ROI screams Wow.”
Support from senior leadership and cross functional inclusion are two of the four main factors of listening to all your employees. The organization needs to “speak” the language of the employees and ask relevant questions of various job functions in order for employees to take surveys seriously. The national retailer also completes the survey administration twice a year because they want to ensure employee engagement remains a censorious focal point across the organization. The real work starts after the administration closes because the Executive Team through front-line leadership review detailed data reports individually, as a group, and overall, develop action plans based on key recommendations, talk with their teams about the results, and leaders attend skill-building training to help improve engagement competencies that influence team performance.
“Asking employees to share their perspective creates an open, supportive environment,” says Mulligan. “However, understanding and acting on your team’s needs is critical to the customer experience and the difference of moving the needle from 'meeting' to 'exceeding' goals. People make this possible and knowing how to effectively interact with your team, leader, co-workers, and the customer takes the organization to the next level. Forward-thinking organizations live and breathe employee engagement every day in their culture, mission, and industry.”
For more information, or to obtain access to the 4-step engagement strategy, please contact Kerri Weber at kweber@talentkeepers.com.
About TalentKeepers®
TalentKeepers® has spent the past decade researching the reasons why employees choose to join, stay or leave a company. By optimizing co-worker, employee, leader and organizational activities that keep talented employees motivated to help their company succeed, TalentKeepers has become one of the most well known and trusted names in the human resources industry. For more information about TalentKeepers, please go to www.talentkeepers.com.
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Talent Keepers
Kerri Weber
407-660-6041
www.talentkeepers.com
Kerri Weber
407-660-6041
www.talentkeepers.com
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