Daily Archives: August 24, 2010

The Bridge of Engagement- Translating Engagement into Meaningful Customer Experience!


Most of us in business are involved in conversations about “engagement” at some time or another!

This is what I found out!


  1. Engagement without direction or purpose is wasted effort and is unacceptable.
  2. Doing nothing about the “internal terrorists” the disengaged is simply not doing your job and will kill your business.
  3. A lack of understanding of what to do with those that are engaged means a lack of  management competence.
  4. Engagement starts in the hiring process. The computer adage of “garbage in garbage out” is appropriate.
  5. Engagement also reaches out to the community in which your business exists and your community is your business world.

This is what works!

  1. Link your engagement scores to your customer satisfaction scores.
  2. Make it a daily conversation in your team meetings.
  3. Identify who really is part of your team.
  4. Understand the thought that making customers want to come to you and recommend you to others is the goal and it gives focus to all what you do.
  5. Engagement means identifying how you motivate the hearts and minds.
  6. Involve your suppliers in the conversation; they are as much a part of your business success as your own employees.
  7. Include customers. They will help you with the key question of how you are translating engagement into their experience.
  8. Identify how the values and your mission are enhanced by higher engagement.
  9. Get those employees “ who have quit and stayed” off the bus.
  10. Remember that engagement starts with you.

 

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