Here are my favorite articles for the week on employee engagement and creating a culture of appreciation. Feel free to share your comments.
Is Employee Engagement the Key to Customer Service Success?
(Vocal.com) “Engaged employees provide critical feedback. Once employees know that their work is valued, they are normally willing to share their feedback and express opinions on what improvements can be made. Such feedback can be vital to improving the customer experience in myriad ways: revising customer service surveys, enhancing call scripts, improving training methods, and even modifying or offering new products or services.”
My Thoughts: Your call center and/or customer service staff is the first line of communication with your customers. By taking the time to engage with them, you create a win/win. After all, happy employees lead to happy clients.
4 Types of One-on-Ones that Inspire Employee Engagement by Shawn Murphy
(Qualtrics.com) “Purpose focus: Spend time helping your employees discover their purpose. Your objective with this conversation is to help your employees have a more fulfilling work-life mix. At least four times a year have purpose-centered conversations with your employees.”
My Thoughts: Being proactive and having regular conversations with your team is so much better than the once a year personal performance review. I’ve never heard of anyone who actually looks forward to that meeting.
5 Ways Startups Build Priceless Cultures Without Spending a Cent by Heather R. Huhman
(Entrepreneur.com) “Employees value transparent workplaces. In fact, a survey of 1,000 U.S. employees published in March by 15Five found that 81 percent of respondents would rather join a company that values open communication than trendy perks like gym memberships and free food.”
My thoughts: Create a safe environment for employees to share the opinions, observations, and ideas. When you ask the question, be prepared to handle whatever answer they give you.
Lisa Ryan, creator of Grategy® is a gratitude practitioner, professional speaker and bestselling author. For more information contact (216) 225-8027. For information on Grategy® programs please visit http://www.grategy.com. Follow on Twitter: @Grategy