Inc.com April 12, 2018
Engagement declines when employees feel disconnected. Here’s what to do.
by Alison Davis, Founder and CEO, Davis & Company
Many elements contribute to morale. So it’s often difficult to know what to focus on to improve employee engagement.
That’s why the results of two recent studies caught my attention. Both demonstrate that there’s one factor that affects how happy employees are with their work.
That factor? The connection employees feel with customers. When workers have an affinity for customers and believe their jobs make a difference, employees are more satisfied and engaged.
Let’s start with a 2016 study by Strativity Group, a customer experience strategy firm, which surveyed more than 30,000 U.S. workers. The research found that more than half (54%) of employees are disengaged at work and only a quarter are actively engaged.
That’s the bad news; the good news is that there are several actions companies can take to boost employee engagement. The most important is helping employees understand their role in meeting customers’ needs and expectations.
Lior Arussy, founder of Strativity Group, explains: “When people are inspired to act, understand how they are meeting customers’ needs, and have their role in making an impact clearly communicated, they are ready to make a difference.
“People feel most engaged when they are doing something meaningful with a clear impact on a real human being. An organization that provides its employees with the tools to make a real impact on people’s lives is the company that will have the most engaged employees.”
A second study, conducted by Andrew Knight, associate professor of organizational behavior at Washington University in St. Louis’ Olin Business School, supports this premise.
Knight’s research, published in the Academy of Management Journal, surveyed more than 24,000 employees, leaders and human resource professionals at small- and medium-sized companies in Germany.
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