How Engaged are Your Employees and Customers?
Unpleasant employee-customer encounters damage your firm's revenues and profits. To elevate the quality of these shared experiences in all parts of your company, first measure employees' and customers' engagement with your organization -- as manifested by emotions. Engaged employees feel a high level of energy and strong commitment. Engaged customers feel confident that your company always delivers on its promises, pride (they identify positively with your company), and passion (they view your company as irreplaceable in their lives). By measuring employees' and customers' emotions, you manage them better -- spotting and addressing problems before they can erode engagement and poison your bottom line.
Today's Management Tip was adapted from the HBR article, "Manage Your Human Sigma," by John H. Fleming, Curt Coffman, and James K. Harter.
August 26, 2008; 9:50 AM ET
Management Tip of the Day
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