employee engagement

What Is The Definition Of Employee Engagement?

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What’s the definition of employee engagement? It is Kevin Cruz here, New York Times, bestselling author of the book employee engagement 2.0 and today we’re going to talk about what employee engagement is, the definition of employee engagement.

Let’s start. A lot of people think employee engagement is the same as employee satisfaction, but satisfaction doesn’t raise the bar high enough, I could be satisfied as I clock in to work at 9:00 and satisfied as I take my breaks and lunch and clock out at five o’clock.

I am satisfied and I do what is asked of me, more importantly, I’m satisfied, but I’ll take that executive recruiter phone call says Kevin, are you interested in that job opening from the competitor across the street.

I’m satisfied here, I could get you 10% raise, I’ll take that job interview, so satisfaction doesn’t set the bar high enough, so others will say it’s about happiness, we’re trying to create happy workers, a happy workplace, I’m not against happiness, I hope everybody’s happy.

But that you’re happy doesn’t mean you’re working on behalf of the organization, you know I’ve got two teenage daughters who I had to take to the mall to go clothes shopping.

Recently it is every parent’s worst nightmare, we went into one of these trendy teen clothing stores, with the cool looking, young people are working everywhere and the music blasting through the speakers.

I noticed we walked in, the workers seemed happy looking down at their smart phones, but nobody greeted me as we came in, they were laughing at one point in the corner talking with each other.

Once they come over and ask me, we can find everything we need, when we are checking out the young woman behind the cash register, she was happily bopping her head to the beats, you know blasting through the speakers, but she didn’t try to upsell me, she didn’t offer me the company’s credit card.

I noticed they seemed happy at work, they’re having a fun good time, but they weren’t necessarily doing the B behaviors, performing the way their company leadership probably wanted them to.

So if engagement isn’t satisfaction, it isn’t happy, you know employee engagement is the emotional commitment that we have to make our organization and the organization’s goals.

Let me set up one more time, employee engagement is the emotional commitment, we feel for our company and our company’s goals now, when we’re engaged, we’re emotionally committed, it means we’re going to give discretionary effort, we’re going to go the extra mile.

That’s the secret sauce, that’s why engagement is so important and so powerful, when we are engaged, we give discretionary effort, so that means if you have an engaged salesperson, she’s going to sell as hard on a Friday afternoon, as she does on a Monday afternoon.

If you have an engaged customer service professional, he’s going to be as patient with that irate customer at 4:59 at the end of the shift, as he would be 9:30 in the morning, if you have engaged factory workers, their productivity is going to be higher, the quality is going to be higher fewer defects and mistakes.

Most importantly, they’re going to get hurt less often, your safety record is going to improve as people are more mindful and aware, discretionary effort leads to better business results no matter what your job role or responsibilities in an organization will be.

This is a shame because of the c-level executives, they would care more about engagement, if they understood the differences, too many of them think that’s about making our employees happy.

Let’s do an Employee Appreciation Day, a summer picnic and put in a foosball table in the lunchroom, you know picnics and parties, what engagement is about? They don’t understand what they care about the c-level executives, they care about investor returns, they care about their stock price.

Employee engagement is the lever that can move that needle, I call it the engagement profit chain, engaged employees give discretionary effort, so they’re going to sell harder, the service is going to be better, productivity is going to be higher, that means customers are going to be happier and more satisfied.

Your customers are going to buy more things, they’re going to refer you as sales go up, as profits go up inevitably, your stock price is going to go up, shareholder returns are going to go up, so employee engagement, the so-called soft stuff leads to a hard ROI.

Several years ago, a Research Institute did a study and they found that companies with engaged employees, their stock price was five times higher than companies with disengaged employees over a five-year time period in many other studies to support the same conclusions.

The engagement profit chain is real now, unfortunately, we have an engagement crisis that you probably already know about recent Gallup data would show that in the United States, only about thirty percent of people are engaged at work, that’s three out of ten, worldwide it’s worse.

Gallup suggests it’s about thirteen percent of employees worldwide are engaged, so even though engagement is so critical, even though engagement is the secret sauce to massive business results, most people are not engaged, it works.

I call an engagement crisis, so I hope that you will help me to spread the gospel of engagement and it starts with making sure that everybody is on the same page with what engagement is.

So I invite you to forward this to friends and colleagues, get us all on the same page, if you have any questions for me or want to connect directly, feel free to send me an email, I’m at Kevin, at Kevin Cruz com, thanks.

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