Highly Engaged Employees Drive Better Customer Experience and an Optimized Workforce
You’ve implemented customer experience and labor management programs, established the right KPIs, and provided the proper training. Yet, you still are not seeing the results. Why? You may be missing the most critical component to an effective workforce: employee engagement.

An engaged workforce is a productive one

Research completed by Aon Hewitt and Gallup comparing businesses in the top quartile of engagement versus the bottom quartile is eye opening.

  • 41% lower absenteeism
  • 59% lower turnover
  • 28% lower shrinkage
  • 70% fewer safety incidents
  • 75% fewer quality (defects) 
  • 5% higher customer metrics
  • 17% higher productivity
  • 20% higher sales
  • 21% higher profitability
  • 9% higher market share

It starts with leadership

When the manager is engaged, employees are 59% more likely to be engaged. Ask yourself:

  • How engaged are your management teams?
  • How are they leading your workforce?
  • Are they cultivating your desired culture?
  • Do they use tools to manage the performance of their teams? How much time do managers allot in their day to promote culture and connect with their teams?

In addition to a sound performance management program, your leadership teams must have the ability to articulate clear direction for the future, be open and honest in communications, have established feedback loops with their teams (including timely and valuable feedback), find and promote growth opportunities and training, and recognize good work and positive outcomes to drive employee engagement.

Where strategy meets execution

To drive top line sales, improve customer experience, and optimize cost, you need to combine your customer experience and labor management efforts with an engaged workforce. It’s your employees that execute on your strategy.

Our Productivity Blueprint and Employee Engagement approach helps identify and realize improved performance in your operations through a quantitative and qualitative view of the current state of your management and frontline teams. First, we assess the current state of productivity by capturing data on key management and frontline activities through a combination of direct observation and interviews. That way, we can compare perceived impact of time spent on and emotional challenges from various areas (gathered from interviews) with measured impact (from firsthand observation). Simultaneously, an employee survey is conducted and benchmarked against your peers. We determine the areas (e.g., brand, leadership, performance, company practices, and the work being completed) driving or hindering engagement, and develop a roadmap of improvement initiatives to ensure your workforce is as engaged as possible.

Lastly, we develop journey maps for management and frontline groups, identifying areas for improvement across operations. Once we’ve prioritized improvement areas, we equip your managers with performance tools and processes required to lead high-performing teams and reach peak performance.

Realize results

Our uncommon blend of workforce optimization experts, employee engagement specialists, and customer experience professionals has a proven track record of delivering improvements that are both achievable and sustainable. Many of our clients have uncovered that their managers are spending 30-45% of their time on non-value added tasks – valuable time that could be spent increasing employee engagement, running more productive operations, driving sales, and improving customer experience and loyalty.

After implementing improvements identified from your Productivity Blueprint and Employee Engagement assessment, you can advance your organization’s employee engagement and achieve the following benefits:

  • Reduce operating costs by 15%
  • Drive top line sales by 20%
  • Reduce turnover by 50%
  • Increase customer satisfaction by 80%

Are you ready to take your organization to the next level?

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