Enterprise Engagement Alliance – Enterprise Engagement – The lessons of “Undercover Boss”
Bruce Bolger, Managing Director at Enterprise Engagement Alliance was a speaker at the 5th Annual Internal Branding & Employee Engagement Conference, which was held in Miami, FL in February 2011. This is a recap of the presentation and challenges/solutions presented within.
“Happy Team Members make happy customers.” While this tag line from White Castle founder Billy Ingram seems common sense many organizations continue to lose sight of the connection between having engaged employees and engaged customers. Bruce Bolger did a deeper dive into how organizations who embrace engagement invariably have more loyal customers and a better bottom line.
According to Bruce, employees and customers are the overlooked 5th P of Marketing. While Product, Price, Placement and Promotion are examined intensely, the People side of the equation is often left unconsidered. By tapping into the People side of business, an organization can leverage a far greater return on their investment.
To fully examine Enterprise Engagement the psychological component must be considered. There are certain drivers that inspire people to perform and time and time again the organizations that can tap into these practices see high market performance emerge. The main components are:
- Leadership and vision
- Effective communication
- Capability
- Personal Meaning and task value
- A sense of feeling supported and being valued
- Measurement and feedback
Key takeaways from the session included:
- Engagement is Universal
- Every manager needs to “get” it, and live it
- The old silos within business remain a major challenge
- Leadership is often required to break down barriers
Leverage these practices and your company will see the returns, with engaged employees, vendors and communities and also with exceptionally loyal customers.
Kristen Joyner is a director at i4cp and represented HRM Today as the official blogger for the 5th Annual Internal Branding & Employee Engagement Conference.
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