Loud Thinking

Boost Employee Engagement (and Make Customers Happy)

Companies with energized, motivated employees make an extra effort to create a superior experience for customers, who in turn reward the company with intense loyalty and contributions to its profit growth. This begins with leaders creating a culture that caters to happier, more engaged employees. First, give daily supervisors, not HR, the responsibility of stirring employee enthusiasm, energy, and creativity. Second, do regular “pulse checks” by conducting short, anonymous online surveys to truly understand team dynamics and see what can be improved. Finally, open up the dialogue between supervisor and front-line employee. Tap into the knowledge of your call center representatives, sales specialists, field technicians, etc., who know which aspects of the business most annoy or delight your customers – and let them know you’re really listening.

Adapted by HBR from “The Four Secrets to Employee Engagement” by Rob Markey.