Tag: leadership

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Engagement

Employee Engagement Gets a Big Boost from the UK: The MacLeod Review

I’m back from my brief blog break and wanted to share these links to a major new employee engagement report recently released by the UK.

Amazing: a major government commissions an independent report on employee engagement’s impact on business practice, and then it provides open access to the information! The official report is titled Engaging for Success: Enhancing Performance through Employee Engagement by David MacLeod and Nita Clarke.

Here are two great sources that summarize this important new report:

(Thanks, guys!)

Categories
Engagement Marketing

Who is More Engaged: Nonprofit or Forprofit Employees?

An interesting question that I’m finding is a challenge to answer. My initial presumption was nonprofit staff would be more engaged because their work is mission-driven. However, I’ve also known nonprofit employees who are minimally engaged because their workplace situation turned out to be negative. So I started a quest to find research on nonprofit employment engagement and discovered there’s not much out there.

What I was able to find came from Gallup, and it surprised me. Jessica Tyler, Practice Manager in Employee Engagement, shared comparative data from Gallup’s global database with results showing employees in the nonprofit segment were actually less “engaged” and slightly more “actively disengaged” than employees in the overall database.

Commenting on this, Gallup consultant Bill McEwen noted: “It certainly appears that the employees of not-for-profit organizations, while perhaps attracted by a strong sense of mission, are often less (rather than more) engaged than the average employee. Of course, this varies by organization … as some of them are super in recognizing and energizing those who work for them, while others may pay great attention to their mission and relatively little attention to the people called upon to fulfill it.”

As Jessica aptly noted: “Connecting to the mission is just one of the [many] critical elements involved in a person or team’s engagement.” But it’s clearly not enough.

[Thanks, Jessica and Bill, for your help with this post.]

Special request

While most employee engagement research seems to include the healthcare and government sectors, I haven’t found data on other nonprofits that include social & human services, arts & cultural organizations, professional associations, education, and membership-based organizations. If you’re aware of any, please let me know.

Categories
Engagement Marketing

Blog Milestone & Motivational Quote

This is truly a special week as it marks my 4th anniversary of blogging and my 250th post! Thanks to all my blog readers and fellow bloggers for your continued support and inspiration.

It’s time to refresh this blog’s looks, and I’m excited to announce my blog redesign is in the works and should be ready soon.

To honor the start of my 5th year blogging about internal marketing & communications, I chose to quote Frances Hesselbein about the underlying elements of an engaged workplace.

“Our behavior as well as our words build a climate of trust, a climate of respect, and a climate where mission, values, and equal access permeate the organization.

That is how we build the healthy, inclusive, and embracing relationships that unleash the human spirit. We can dismiss this as soft management and soft talk, but I challenge us to measure the performance of a team whose work is underscored by trust, civility, and good manners against a team where mistrust, disrespect, and lack of consideration are the rule of the day. No contest. Spirit, motivation, respect, and appreciation win every time. Dispirited, unmotivated, unappreciated workers cannot compete in a highly competitive world.”

This excerpt is from her 1992 book Hesselbein on Leadership, and her message is as relevant as ever.

Categories
Musings

Year End Reflection & Tribute

Earlier this month, my husband & I enjoyed a brief pre-holiday respite at Mohonk Mountain House. My husband took these incredible photos there during the first-in-a-series of ice storms that hit the northeast.

These breathtakingly beautiful images evoke serene beauty and wonder, and I feel a similar sense of wonderment – as well as pain – as I reflect on this past year.

2008 has been a most difficult one for me personally as I managed to get through the first year without having my beloved mother in my life. She passed away one year ago today, and my life will never be the same.

So I look forward to the New Year knowing that I survived the emotional pain of this past year and hope the heartbreaking memories of her deteriorating health will begin to fade and be replaced by better memories. I’m not as emotionally raw as I was earlier this year, but the emptiness still remains and I miss her more than ever. A dear friend of mine told me what she learned about coping with such loss: “You never get over it, but somehow you get through it.”

I’m getting better in accepting the many triggers that evoke sadness (and, increasingly, smiles) as I appreciate the wonder of having had her in my life for a little over 50 years. In the new year and those to come, I want to focus more on happier memories and the profound impact she had on me … an impact that continues as she lives in my heart.

Best wishes for a happy, healthy, and peaceful New Year.
[Photos by Michael Stershic]

Categories
Musings

Where is the “Human” in Human Resources?

Tina Hamilton, founder & CEO of hireVision (an HR and hiring management firm) and a colleague of mine, asked the question, “Does the ‘human’ in Human Resources still exist?”

She’s worried about “the emotional element of HR. The empathetic approach to dealing with employees as living people versus machines that we control and maneuver to produce our goods and services.”  Her concern is based on what she sees as “an epidemic of HR professionals being desensitized.”

Tina attributes part of this epidemic to the required attention to regulatory compliance and monitoring of a growing assortment of labor laws. Part of it also comes from years of HR downsizing and/or outsourcing with technology filling in the gaps. (Have an HR issue? Call the HR Hotline: press 1 for payroll … press 2 for employee benefits … press 3 for employee relations … )

It’s good that someone in HR is asking about the “human” element in human resources. I also think this question needs to be addressed at the executive level. After all, it’s the leadership of an organization that is ultimately responsible for its human resources, not just the HR staff.

If top management really cares about its employees, it will enable the HR staff and all managers to treat the company’s employees as humanly as possible – with dignity and respect for them as real people with real concerns, not unfeeling minions.

Categories
Engagement Marketing

“It’s the Employees, Stupid!”

Here’s a depressing statistic: according to an online study of client-side marketers, only 20% of 198 respondents made sure that employees outside of the marketing department were kept informed of the company’s marketing strategy “all or most of the time.” A whopping 56% of the respondents kept employees informed “sometimes.”

Keeping employees in the loop

I found these stats in Don Schultz’s Marketing News column. As Don so aptly put it: “The marketing executives polled have the responsibility for planning and developing the marketing strategy but not the execution. That’s what the employees do. If only one in five even know what the strategy is, how can any organization hope to create a seamless, transparent, integrated brand experience for its customers?”

So Don created a slogan, “It’s the Employees, Stupid,” to help remind execs about the people who are ultimately responsible for delivering the brand experience to customers. He explained, “ … if the employees don’t know what the marketing strategy is, they will have a much harder time delivering on it, no matter what the [marketing] executives decide it is.”

Sometimes it’s not the employees who are clueless.

Categories
Engagement Marketing

A Special Anniversary Calls for Thanksgiving & A Special Offer

This year I’m celebrating my company’s 20th anniversary. It was 20 years ago this month that I officially registered Quality Service Marketing as a business and, thanks to my many clients and colleagues, it’s been an incredible experience.

Perhaps this longevity is the reason I’m not panicking over the current economy, even though my business has been affected this year. I’ve made it through difficult economic times before.

Reflecting over the past 20 years, what has changed the most? Two things stand out:

  1. Technology and its impact on the workplace – in extending my communications reach (e.g., blogging) … in providing faster, more expedient ways to communicate with clients and colleagues … and in providing instant access to an overwhelming amount of information. I can remember working off a large, non-portable desktop computer with a bulky monitor and dot matrix printer. Technology has made a major impact on how we all work these days, not to mention how much!
  2. I’ve also changed – I’m older, wiser (not to mention a little wider), and more confident in my abilities and value as a trusted business advisor. In addition, I’m delighted to have added “published author” to my credentials.*

What hasn’t changed since I’ve been in business?

  1. The need to take care of employees and customers. Given a global economy with more competition and more choice, it’s harder than ever to attract and retain customers and effectively engage employees in the process. A “high tech-high touch”approach is still relevant.
  2. My respect for and relationships with my clients, past and present. It’s a mutually beneficial relationship where we learn from each other. I feel privileged to have worked with so many wonderful people, many of whom I’m still in touch with regardless of whether we worked together for many years or on a once-and-done project basis.

What I’m thankful for

In honor of my business milestone and in the spirit of Thanksgiving, I’m thankful for many things:

  • My clients – for the opportunity to serve them + grow both professionally and personally in the process.
  • My colleagues – for their peer mentoring, advice, and sharing of ideas.
  • My blog readers and fellow blogging buddies – for their continued interest in internal marketing & communications and inspiring new posts.
  • And my family – for their continued love and support.

Best wishes for a wonderful Thanksgiving holiday!

*In honor of this 20th anniversary, and in time for the holiday season, I’m happy to offer a special 20% discount off the purchase of my book, Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care, from now through Dec. 31, 2008, when you order online from WME Books. Be sure to enter special discount code QSM109 in the coupon code box.

Categories
Engagement Marketing

Internal Marketing Spotlight: Zappos (Part 3)

As a specialist in employee-customer care, I continue to be impressed with Zappos.com. While my previous posts in this Spotlight series highlight what I’ve learned about the company, what really matters are the employees’ perceptions of the organization. After all, they’re the ones most familiar with it.

They’ve even written books about it. Seriously. Each year employees are asked to express their thoughts on what the Zappos culture means to them, and the results are compiled in their annual Culture Book. The 2008 edition is nearly 500 pages!

[Note: Special thanks to Zappos.com for permission to cite the following excerpts here.]

Zappos Culture – from the CEO’s perspective

To explain what the Culture Book is all about, here’s part of the book’s introduction by Tony Hsieh, Zappos CEO.

“… In order for us to succeed as a service company, we need to create, maintain, and grow a culture where employees want to play a part in providing great service. I’ve been asked a number of times what the company’s biggest asset is, and my answer is always the same: the CULTURE.

“As we grow as a company and hire new people, we need to make sure that they understand and become a part of our CULTURE. This is the purpose of this book – to provide a glimpse of what the Zappos CULTURE is all about to new hires, prospective new hires, our vendors and partners, and anyone else who might be interested.

“So what is the Zappos CULTURE? To me, the Zappos CULTURE embodies many different elements. It’s always looking for new ways to WOW everyone we come in contact with. It’s about building relationships where we treat each other like family. It’s about teamwork and having fun and not taking ourselves too seriously. It’s about growth, both personal and professional. It’s about achieving the impossible with fewer people. It’s about openness, taking risks, and not being afraid to make mistakes. But most of all, it’s about having faith that if we do the right thing, then in the long run we will succeed and build something great. …

“Of course, the Zappos CULTURE means different things to different people, so I thought the best way for people to learn what the Zappos CULTURE was all about was to hear from our employees directly … “        © 2008 Zappos.com, Inc.

Zappos Culture – from the Employees’ Perspective

Here’s a sample of contributions from three employees:

“To me, Zappos Culture comes back [to] our mission statement: To live and deliver WOW. … Sometimes you’re delivering it and sometimes you’re receiving it from our fellow friends here, but there seems to be an ever-constant saturation of WOW. To truly understand what WOW is, I think the following statements describe it best:

  • WOW is waking up in the morning and not dreading work.
  • WOW is having Christmas in July taken seriously (full tree, presents, and everything) 
  • WOW is having a random Nerf Gun fight.
  • WOW is having the power to make decisions and being able to stand by them. 
  • WOW is saying that the company you work for cares about people and really means it.”

“Zappos Culture is all about building open and honest relationships through communication. This is the first place I have ever worked where time is taken to understand what you are feeling, thinking or contemplating. Because of this open communication, problems are resolved quickly, feelings are hurt less often and one can stay on track at being the BEST at delivering WOW.”

“Like a joyous occasion, Zappos Culture is one to be had. A culture rooted in great ideas filled with smiling faces, pleasant greetings, superb service, good intent and plenty of generosity. (And don’t even get me started with the abundance of free food and, of course, happy hours :)). A culture that is like none other; it’s almost surreal. A culture that begs for participation and strives on spirit. A culture that is irreplaceable. Zappos Culture – a culture worth the experience.”
© 2008 Zappos.com, Inc.

For more “WOW!” check out the ‘Inside Zappos’ blog … and while you’re at it, shop around Zappos.com to get a customer’s perspective.

Categories
Engagement Marketing

Internal Marketing Spotlight: Zappos (Part 2)

I’ve learned a lot about Zappos.com since my tour there, and I continue to be impressed with the organization and its brand. Here’s why.

Zappos works to ensure its employees feel a strong bond with and within the company.

  • With more than 1700 employees operating from the corporate office in Las Vegas and its fulfillment center in Kentucky, Zappos considers itself “One company – two locations.” To “build a positive team and family spirit” (one of Zappos’ core values), employees travel in teams to visit the other location and experience the work done there.
  • Team-related activities reinforce cohesiveness, such as periodic department parades through the office. One of my favorite examples is the Finance Department and its weekly “Random Acts of Kindness” award  given to fellow employees.
  • Zappos encourages employee celebration with major employee gatherings that include an annual summer picnic for employees and their families. It also hosts a special Vendor Appreciation event and even closes the office for a few hours so that ALL employees have the chance to attend.

Zappos invests in developing its people.

  • All new employees working in the corporate office, regardless of their assigned jobs, go through extensive training in the Customer Loyalty Center (i.e., the call center) to learn about the heart of the operation. It not only gives employees an appreciation for core customer service and interaction, but enables them to pitch in during peak times.
  • Zappos hires for both proficiency and culture fit. You may already be familiar with their unique practice of offering to pay prospective employees to quit.
  • As part of its training & development, Zappos maintains a library of management and motivational books for its employees. Book cases line the lobby of the Las Vegas office with these books that are free to Zappos employees, vendors, and visitors.

Zappos engages its employees and customers with open communications.

  • Is there anyone familiar with social media who doesn’t know about Zappos’ use of blogs and Twitter? All levels of employees, from the front lines to senior management, communicate this way – think of it as “employee-generated media.” These conversations can be followed by customers and anyone with access to social media, including competitors!
  • The company also communicates in more traditional ways, such as an “All Hands” meeting, a annual company-wide forum (held in the Las Vegas and Kentucky locations) in which management shares how the company is doing.
  • Combining traditional and social media enables communication to flow openly at Zappos: top-down, bottom-up, and laterally.

Coming up next

Effectively engaging employees, investing in them, and communicating with them openly & honestly – these are just a few of the many things that contribute to Zappos.com’s success. In my next post I’ll share what the Zappos brand means from the employees’ perspective.

Categories
Customer service Engagement Marketing

Internal Marketing Spotlight: Zappos (Part 1)

I’m excited to feature Zappos.com here as a company that truly embodies what employee-customer care is all about. I was fortunate to tour their headquarters office this summer and will share my impressions + what I’ve learned about the company since then, but first a little background.

The Zappos Brand: Legendary Customer Service

Zappos.com started in 1999 as an online shoe retailer and has expanded its product line to include clothing, accessories, and more. It has more than 1700 employees who serve 8 million+ customers, of whom 75% are repeat customers.

Zappos is aligned around one mission: to provide the best service possible. This reflects their ‘WOW philosophy’ where the goal is for every customer interaction to result in the customer saying “WOW!” (Check out this post from a customer who loves Zappos.)

My initial impressions of Zappos

WOW! also describes my initial reaction to the people I met and everything I observed during my tour there. The atmosphere I encountered in the company’s corporate office in Las Vegas appeared to be fun, funky, friendly, and frenetic. There were the popcorn machine and the peanut dispensers on the front desk in the lobby area … Christmas-in-July holiday decorations … the continuous video showcasing the fulfillment center’s state-of-the-art technology for sorting merchandise … and a steady stream of employees flowing through the office.

Renna, who works at the Help Desk (an in-house concierge service) gave me a tour of the place, carrying a flag with her (symbol of a tour-in-progress). The main office I visited is one of several buildings on the Zappos campus in Las Vegas, and it’s crowded with cubicles that are decorated to reflect both individual tastes and the employee’s respective departmental culture. Almost everyone works in a cubicle-type space – including the company president. The only staff members in traditional offices with doors are those in legal (confidentiality reasons) and IT (temperature control for sensitive equipment).

Zappos VIP Sybil Stershic  

Midway through the tour we stopped at corporate coach Dr. Vik’s office where my picture was taken and added to the gallery of VIP photos that line his office. I also visited the lunch room/kitchen area where lunch is provided free for all employees – all three shifts that work around the clock.

After my tour, I spent some time talking with Donavon Roberson, Help Desk Operations Manager, and Mark Guadagnoli, director of Zappos University (aka the ZU Keeper) to gain additional insight into their organization. When I asked Donavon about Zappos.com’s competition, his answer blew me away. Instead of naming other major online retailers, which is what I expected, he told me their competition is “Bad customer service.”

More to come

I’ll share more about how Zappos takes care of its employees in my next post, so stay tuned.