To realize the full benefits of employee engagement, you and your organization need the enablement and experience factor.
Your organization’s employees can be excited about your mission, vision, and values, but if they are not enabled to do the job, that excitement will lead to frustration rather than exceptional experiences.
In addition to being engaged and enabled, employees need to work in an environment where they can create positive experiences and have an impact on the service experience improvement process. Employees who are not just engaged, but also energized and enabled, produce far greater financial benefits than employees who are simply engaged.
The role of culture
Too often employee engagement is treated as a one-size-fits-all effort or as a program.
It is vital that the organization and its leaders spend 10 times the amount of time, energy, and resources following up and reinforcing learning and engagement principles as they do designing and delivering them.
Employee engagement is about sustaining and enhancing the organizational culture. Your culture is nothing more than the cumulative effect of stories being shared internally by your employees.
If you want to change your culture, you have to change your stories. To change your stories, you have to change your employee experiences.
When your organization creates the internal conditions that enable people to excel at their jobs and serve customers exceptionally, this will drive high levels of employee engagement while simultaneously energizing the employees.
It does not get much better than that, don’t you think?