Engagement remains my passion and without a doubt the MOST important part of any organization - and not just for Customer Service. Employees are the lifeline of any company and survey after survey shows that well over half of employees are DISENGAGED in the workforce. This is an epidemic and needs to change, and FAST.
One of the first things I look for to see if a company get's it, is whether or not employees or people are mentioned in their mission, vision and/or corporate values. Moreover, where are they on the priority scale? Often, companies omit people altogether in their mission, vision and values and that is the first red flag.
Here's how the best do it - Again, I will showcase South West Airlines, simply because I cannot find another organization who so blatantly celebrates the value and importance of their employees. In their MISSION statement they carve out a unique COMMITMENT to their employees and it says:
"We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer."
Simply poetic and something for every other company who wants to improve their engagement to learn from.
Enjoy the attached ARTICLE from the Globe and Mail, which does an excellent job talking about engagement.
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Until next time!