Employee engagement is directly correlated to customer satisfaction. Employee engagement does not mean the employee is happy. It does mean, however that they are emotionally committed to the organization and its goals. A happy employee may come to work every day, but are they willing to go the extra mile in an effort to make their customers happy and grow the organization? The answer in most cases is no.
Customers have a voice and they are not afraid to use it. They want to be satisfied with the interactions they have with those they do business with. If the goal of the organization is growth, consideration for how to improve employee engagement must be made.
Engaged employees are willing to work overtime when needed without being asked. They are willing to perform duties outside of their job description for the betterment of the organization. They go the extra mile to ensure customer satisfaction. Engaged employees lead to higher levels of service, increased sales, higher profit margins and higher shareholder returns.
One very important component of an engaged employee is the manager with whom they work. It is the managers’ responsibility to develop employee engagement and motivate employees, yet it is often overlooked as a measurement of success.
According to WorldatWork, recognition can include both formal and informal programs in order to reinforce positive behaviors. Employee engagement is highest when employees are involved in the development of the reward program. Therefore, managers should include employees in the design of the reward structures, policies and programs.
It is imperative for organizations to encourage management to engage employees by making it a performance measurement indicator. Managers should be incentivized to increase engagement through the recognition and reward programs they helped design.
Employee engagement is a key ingredient in the recipe for financial success. For more information on how to design a reward and recognition program that builds engagement in your organization, contact CS Recognition Solutions at 888-847-2215.