Employee Engagement and Customer Focus
I found another study that demonstrates the strong link between employee engagement and the bottom line: this one from Watson Wyatt, a global consulting firm. (Note: earlier this year I wrote about similar results from research conducted by Wharton and Towers Perrin.)
Watson Wyatt’s 2007-2008 Global WorkAttitudes Report also examined the drivers of employee engagement across global regions and employee segments. Among its key findings:
“The drivers of employee engagement are similar around the world: effective communication, competitive compensation & benefits, a clear customer focus and confidence in the strategic direction & leadership of the organization.”
Among the “usual suspects” listed as key drivers of engagement – communication, compensation, and leadership – I was surprised to find customer focus. I have always believed that being customer-focused starts with being employee-focused (take care of employees and they’ll take care of customers) so finding customer focus as a driver of employee engagement is an interesting twist.
Here’s how it was explained in one of the report’s key findings:
“Customer-focus is a key driver of employee engagement across all regions. Organizations whose HR programs emphasize delivering superior customer service – including performance management related to excellent customer service and satisfaction – can expect to increase employee engagement and connect with key performance objectives.”