HR Execs: Wake Up To Employee Engagement!

November 2, 2016 Leave a comment

Let me start by saying that HR execs are missing a big opportunity.

In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. How? We surveyed 300 HR professionals from large companies and compared the results to a similar study we conducted in 2012.

As you can see in the graphic below, HR professionals are increasingly seeing employee engagement as an important area of focus. We also found that the percentage of HR organizations that are significantly helping their organizations become more customer-centric has more than doubled from 15% in 2012 to 31% in 2016. That’s good news, but it’s not enough.

1609ee_hrismoreinvolvedOur research shows that engaged employees are an enormous asset. Compared with disengaged employees, highly engaged employees are more than four times as likely to recommend the company’s products and services and do something good for the company that is not expected of them, 2.5 times as likely to stay at work late if something needs to be done after the normal workday ends, and seven times as likely to recommend that a friend or relative apply for a job at their company.

With all that potential value, HR professionals should be much more focused on employee engagement. It’s not only that this is a critical area, but it’s an opportunity for HR teams to become even more strategic partners within their organizations. Instead of just hiring, placing, training, compensating, and firing employees, make your workforce incredibly more valuable. What am I suggesting?

HR Orgs Should Make Employee Engagement A Top Priority

If you’re an HR professionals and wondering where to start, take a look at our employee engagement resources.

The bottom line: It’s time for HR to take the lead in employee engagement.

Filed under CCXP1 Customer-Centric Culture, Customer experience, Employee Engagement

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

Leave a Reply