Why is employee engagement is foundational to customer engagement?

Digital Business

Employee Engagement

Employee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who is disengaged from what they do will create a great customer experience.

Employee engagement, by any number of studies and research reports, leads to higher levels of business results. Most notable is Gallup’s work in this area evidenced by Gallup’s own Q12 engagement survey. Gallup scientists spent decades writing and testing hundreds of questions, because their wording and order mean everything when it comes to accurately measuring engagement. Their research yielded Gallup’s Q12 survey: the 12 questions that measure the most important elements of employee engagement. Gallup has studied survey results from more than 25 million employees around the world.

• The lost suitcase and a grumpy old man’ – a story about employee engagement – Blog post by Ian Golding  – Customer centric organizations tend to have a…

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Implementing an Internal Social Media Platform is not (only) a technical issue

source: 7Summit

I was recently writing about the value of implementing a collaborative platform within a company to support its’ digital transformation. This has been confirmed recently by Real Story Group.

Now, I may imagine that you are convinced of the need of such a platform and understand the real difference between such an interactive solution and the usual web portals all our Intranet are full of.

Then comes the main question:

“How to make this happening?
How will I put in place such new platform?”

Let be clear from start, the main question won’t be to select the right technology, but to define a real strategy. As many other topics in Digital Transformation, putting in place an Enterprise Social Media is a real cultural change where technology is actually a very small thing. To get convinced on this, have a look on this marvellous book from Jacob Morgan: “The Collaborative Organization: A Strategic Guide to Solving Your Internal Business Challenges Using Emerging Social and Collaborative Tools“.

When collaboration helps Healthcare: The project Epidemium from Roche & Paillasse

I was writing about the power of collaboration few days ago, giving my views on the value of increasing internal network usage within a company. This is of course valid as well “outside” the company walls as I already mentioned through the NASA “Solve” example.

So when I learnt Today that Roche France was launching the project Epidemium in collaboration with Paillasse, I’ve seen in it a very interesting example on how people can interconnect and contribute together in a common project.

The aim of the project is to involve many scientists to get a better understanding of Cancer disease thanks to resources available via Big Data, through a “Data Challenge”, during a reasonably short term period.

A very nice example on the kind of project that can be executed quite quickly with a controlled budget and high level resources!

Do you really need a collaborative platform for your company?

About one month ago, Facebook announced the soon launch of their new platform “Facebook at work” after a successful 10 month pilot executed within 100 different companies. This has put back the focus on professional collaborative platforms and on the value it may have for companies implementing it.

The subject is actually not new at all and many companies have already in place some systems offered by, for example, Salesforce (Chatter), Microsoft (Yammer / Sharepoint) or IBM (Connections / Domino). Still, this approach in companies remains very rare and restricted, as if very few managers were convinced on their value. As mentioned by Dionne Lew, “only 30% of CEOs are social, and mostly because they’ve (only) signed up on LinkedIn“.

image source: Altimeter Group

But collaboration is part of our current world and won’t fade out. That’s even part of DNA’s Younger generation. In a digital world, this is fully modifying the way to interact within the company too, and this in a positive way.