Five Steps of a Successful Employee EngagementPosted by: Alec White
- FEB 16, 2012
- Blog Post
“Engagement” is a phrase which is batted around organizations seemingly without a thought to what it stands for. It is a familiar refrain for companies discussing how they engage their customers in doing business. They feel that if they engage those with whom they do business, they fully understand what engagement means.
However, many times the importance of having an engaged workforce is overlooked. This is a recipe for failure for any business. Studies have shown a direct and significant link between the levels of how engaged employees feel and the level of productivity in their work. Employees who feel a sense of engagement work with more passion and feel a powerful connection to their company, with a belief that they can positively impact the quality of the company’s results. Organizations with high levels of employee engagement see high retention and production levels, and lower absenteeism among employees. The connection between employee engagement and the bottom line for an organization is clear and a crucial part of success.
But how does one define employee engagement? At ACCENT, we feel we stand apart because of our commitment to engaging our employees each and every day. We are an engagement company; an organization which prides itself on raising the bar when it comes to engagement in all facets of our business, with an especially high focus on our employees. Our definition for employee engagement is “the measurable degree of each employee’s emotional attachment to his or her job, team and the organization.” That deeper attachment influences an employee’s willingness to learn, grow and perform at work. We believe that when we create high levels of employee engagement, it yields higher returns for our clients and their customers.
To best perform the actions necessary to engage, we have pledged to create and maintain a positive environment where employees’ needs are met, a place where they:
• Feel safe, respected and appreciated.
• Have the opportunity to leverage their talents and strengths.
• Are inspired by exceptional leadership.
• Feel a sense of commitment from and toward ACCENT.
• Are passionate and proud about delighting customers.
• See a connection between their future and their environment at work
One of our core strategies when engaging with our clients’ customers is our Continuous Engagement Improvement Process. This is a five-step process that helps brands get the most out of their customer relationships by building long-term customer satisfaction through each interaction. It is centered on improving these relationships through better understanding of the customer and how best to engage with them.
The ability to engage our employees is especially important in our industry. Customer engagement is focused around establishing positive relationships between our clients and their customers, driven by a positive and sustained emotional connection between the two. Our employees are the voice for our clients. They are the ones interacting day-in and day-out with the customer, and through these interactions, they are the ones building the relationships. And if we want our customers to feel engaged, our employees must first feel engaged with ACCENT. Therefore, we have taken the five steps of the Continuous Engagement Improvement Process – listen, learn, connect, influence and optimize – and focused them on how to best engage our employees. Each step is broken down into three main features, which are made up of feelings that each employee should have met by ACCENT on a consistent basis.
In the following weeks, we will delve deeper into each step of the Employee Engagement Process – beginning with “listen” and the three features which employees should feel ACCENT is providing: that their basic needs are met to do their jobs, their understanding of the expectations for their performance is clear and that their opinions count in the organization.
Employee engagement is not an event; it’s a journey. It’s not a thing you do; it’s a thing you are. We feel that employee engagement through the Continuous Engagement Improvement Process will help build a culture at ACCENT that impacts every employee we have and gives them the tools to succeed. To build a company of fully engaged employees will have benefits that reach beyond our organization. It will impact everything and everyone we encounter; whether it is helping our clients expand the reach of their brands, increasing our business through new client acquisition or helping a customer through a problem and building a relationship at the same time. It also benefits the employees themselves, turning their time at ACCENT into more than just a job; they feel connected with the company and have a passion about living its values. When our employees are engaged, success becomes the status quo.