We all know that engaged employees are better ambassadors for the brand with both customers and co-workers. Think about the brand attributes that define your value proposition and differentiate it in the marketplace. Engaged employees are more likely to meet and exceed the expectations of all people they come in contact with because they live those behaviors. Their actions and attitudes reduce customer churn (increasing life time customer values) and co-worker dissatisfaction (reducing attrition). Nothing new, right?
But employee engagement is also critical to organizations that must pivot quickly in a changing marketplace. In the face of change, new direction or new strategy, most people will initially resist. Engaged employees are not only more likely to adopt new technology, work practices, or work procedures, they are also more likely to take those new tools and techniques and use them in innovative ways. Conversely, non-engaged employees will rationalize away failure, blame poor performance on others and ignite a cycle of poor morale and customer dissatisfaction. They are the bad apple that can spoil the whole bunch.
With the economy damping spirits and clouding optimism everywhere who do you want in that proverbial fox hole next to you? Exactly.
