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UK Employee Engagement Event Presentation - March 4, 2014
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Transcript of UK Employee Engagement Event Presentation - March 4, 2014
MANNERS & MURPHY
The Employee Engagement
Event
March 4, 2014
03/03/2014!
Thanks to our sponsor!
03/03/2014!
The Line-up • 8.55am - Welcome to the event • 9.00am - Manners & Murphy • 9.45am – Glassdoor • 10.30am – Interval • 10.45am - Karin Volo • 11.30am – Yammer • 12.15pm - End
03/03/2014!
Welcome • Follow us @MannersMurphy
• Tweet about the event #EEE
• Join 800+ HR professionals @The Employee Engagement Forum on LinkedIn
• Prize draw at interval for “Engage” by Karin Volo
• All slides will be available after the event on SlideShare
03/03/2014!
03/03/2014!
MANNERS & MURPHY
How engaged employees deliver a better
customer experience !!
Manners & Murphy March 2014
03/03/2014!
Internal and External customers
03/03/2014!
Chicken or The Egg?
03/03/2014!
A mind shift in corporate culture
03/03/2014!
State of Global Workplace Report
• To win customers and a bigger share of the marketplace – businesses must first win the hearts and minds of their employees
• 13% engaged • In UK
• Engaged – 17% • Not engaged – 57% • Actively disengaged – 26%
• In the UK this costs the country between £52 and £70 billion
03/03/2014!
…the kicker
03/03/2014!
240% 147%
THE MAGIC OF INVOLVEMENT PSYCHOLOGY
03/03/2014!
Conversations you can’t control
• You’ve never had control of what people say. It’s complete fantasy
• More adverse with the advent of social media
• So how do you influence the conversations?
03/03/2014!
THE 'MAGIC' OF INVOLVEMENT PSYCHOLOGY TO DRIVE ENGAGEMENT, SALES AND LOYALTY
YOUR BUSINESS
Hawthorne effect - Involvement drives support and sales
By involving GPs pre-launch Prozac went from being a late to market ‘me too’ product to market leader
INTERNAL CUSTOMERS ARE YOUR BRAND AMBASSADORS
03/03/2014!
What they need from you to be an ambassador
• Know what the businesses/brand stands for • Know what makes it different from the competition • To understand the company’s brand promise and
• To able to explain the most important elements of the brand identity
• To be empowered to deliver on the brand promise when problems arise and when they don’t
03/03/2014!
Experience: Do you think you can tell if an employee is unhappy in their work by the customer experience they deliver you?
03/03/2014!
72%
11%
17%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Yes No Don't know
Is employee satisfaction with the job projected in the customer experience
Retention: Which of the following would make you want to switch brands?
32%
20%
24%
2%
21%
2%
0%
5%
10%
15%
20%
25%
30%
35%
Poor customer experience
Rude employees Cheaper alternative Just want a change Poor service/faulty product
None of the above
Reasons for switching brands
03/03/2014!
Recruiting - Would a positive recommendation influence a decision to join a certain company?
03/03/2014!
12%
72%
16%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Not at all Yes - Would influence but not the deciding factor
Yes - One of the most important reasons for joining a company
Would positive recommendation influence a decision to join a certain company?
HOW TO DO IT? FINDING OUT WHAT MATTERS
03/03/2014!
Is not doing an engagement survey a good idea?
03/03/2014!
BUT Listen in the correct way…
03/03/2014!
Net Promoter Score
03/03/2014!
Does the experience miss, meet or exceed expectations?
Driving employee advocacy to positively impact sales/brand
If employees are detractors of the customer experience/service that they deliver it is highly likely to create detractors amongst your customers as
well.
Employee NPS Customer NPS
A consistent metric across internal and external customers!
Manners & Murphy the first in the world to identify the merits of ENPS – four years ahead of Reicheld and Bain!!• Identify areas on how to improve the employee experience!• Identify the employees and the reasons why they love and
hate you!• Identify why employees leave for the competition!• Identify the most effective forms of recruitment – those that
attract promoters rather than detractors!• Provide yourself with an annual benchmark!• If you use Customer NPS then you can compare the direct
correlation between a happy workforce and the customer experience and sales!
The financial benefit…
• Increasing your Net Promoter score by 12% will deliver your business double the sector growth average
• Increasing your share of Promoters by 7% will deliver your business 1% growth
• Reducing your share of detractors by 2% will deliver your business 1% growth
• If your business has an above average NPS profile in its sector you could see 4x the growth rate
03/03/2014!
Areas to engage employees
03/03/2014!
Bottom line
“Connect and measure your internal customers initiatives with your external
customer ones as they are already connecting on a daily basis whether
you like it or not”
03/03/2014!
QUESTIONS?
03/03/2014!
MANNERS & MURPHY
How engaged employees deliver a better
customer experience !!
Manners & Murphy March 2014
03/03/2014!
© Glassdoor.co.uk 2014 @glassdoor @holloman
Click to edit Master title style Click to edit Master title style ASSEMBLE, ARM AND AMPLIFY
When Successful Employee Engagement Becomes Employer Branding
© Glassdoor.co.uk 2014 @glassdoor @holloman
© Glassdoor.co.uk 2014 @glassdoor @holloman
Agenda
§ The Power of Employer Branding § Employee Engagement Strategies
– Assemble Your Talent Army of Brand Ambassadors – Arm Your Brand Ambassadors – Amplify Your Message
§ How to Top the Employer Branding Charts § Questions?
© Glassdoor.co.uk 2014 @glassdoor @holloman
The Power of Employer Branding
© Glassdoor.co.uk 2014 @glassdoor @holloman
84% Would leave their current job for a company with an excellent reputation 69% of jobseekers would not take a job with a company that had a bad reputation
Why Employer Branding Matters
© Glassdoor.co.uk 2014 @glassdoor @holloman
96% read reviews before accepting a job offer
If you don’t tell your story, someone else will tell
their version of it
© Glassdoor.co.uk 2014 @glassdoor @holloman
Glassdoor adaption in the UK & Beyond
6M content
300K companies
15M jobs
190 countries
22M members
UK traffic growth over 5 years
Today British jobseekers engage with glassdoor.co.uk
609,000 times a month
(Source: Software Advice Report, Jan 2014)
British employers that engage with their Glassdoor audience
© Glassdoor.co.uk 2014 @glassdoor @holloman
But Where Do You Begin?
© Glassdoor.co.uk 2014 @glassdoor @holloman
Step 1: ASSEMBLE your army of talent brand ambassadors
© Glassdoor.co.uk 2014 @glassdoor @holloman
Step 2: ARM your brand ambassadors
© Glassdoor.co.uk 2014 @glassdoor @holloman
Step 3: AMPLIFY your message
© Glassdoor.co.uk 2014 @glassdoor @holloman
Career Sites
“I love working at Marketo. We have a strong team of extremely talented people who are relentless overachievers. You can feel the buzz of energy as soon as you walk into the office.” Marketo Professional Services
Where to Amplify Your Message
Networking and Events
Highlight the good on career site and
social media
Glassdoor Profile
Twitter Facebook LinkedIn
© Glassdoor.co.uk 2014 @glassdoor @holloman
How to Top the Employer Branding Charts
© Glassdoor.co.uk 2014 @glassdoor @holloman
Read What Others Are Saying about You
© Glassdoor.co.uk 2014 @glassdoor @holloman
Be a Marketer
© Glassdoor.co.uk 2014 @glassdoor @holloman
Join the Conversation
© Glassdoor.co.uk 2014 @glassdoor @holloman
Measure ROI
© Glassdoor.co.uk 2014 @glassdoor @holloman
Questions?
© Glassdoor.co.uk 2014 @glassdoor @holloman
Claim Your FREE Basic Employer Profile!
Website:
http://glassdoor.com/employers
Twitter:
@Glassdoor
@holloman
Email:
Crea)ng The Most Amazing
Companies
We Believe…in a new way of doing business
• 15+ years working with Executive Search • VP in the US, started up new company in Europe
• Coaching, Mentoring, Personal & Organizational Development
• Chief Joy Bringer, Co-‐Founder to Evoloshen • Best Selling Author
Karin Volo
q Have helped individuals and companies going through transi>ons
q Too many people are unhappy in their
work q Wanted to help companies keep their
people instead
q Discovered a formula that we wanted to share with others about a new way of doing business
Why we wrote Engage!
• Why are certain companies doing so well? • What are they doing differently?
Our research…
The Most Amazing Company Models
• Why Engagement MaKers • Global Trends and Disrup>ve
Changes • The 5 Cultural Keys to crea>ng an Amazing Company
Today we’re going to cover…
My promise to you...
• Give you as much as I can
today. • Let you know how to take
it further.
Our )me is limited
Disengagement is a disease. Complacency is a cancer.
Why Engagement MaHers
Our old ways of working aren’t working anymore…
• 71% of employees are disengaged ~Gallup 2013 • 84% of employees intend to ac>vely seek a new posi>on.
~Right Management
• Disengagement is cos>ng companies $450-‐$550 billion annually in lost produc>vity ~Gallup 2013
Current Workforce Situa)on
Produc)vity Decreasing
Disrup)ve Changes & Future Trends
1. Technology Changes
In the 19th century, the Industrial Age moved workers from an agricultural to a produc>on model.
In the 20th century, we experienced another revolu>on as the Informa)on Age moved workers from factories into offices.
In the 21st century, we are in the midst of a virtual Transforma)on Age where the internet and technology are redefining our workplace yet again.
“Change is not linear, it’s exponen3al.”
~Ray Kurweil
• one billion new users online • more than four billion new people using cell phones.
Accelerated Change
174 newspapers worth of informa>on
4 Genera>ons
working longer
Mass exodus
Major Value Gap
2. Demographic Changes
By 2014,
Millennials (born between 1977 and 1997) will account for
half of all the employees in the world
~Harvard Business Review
Genera)on Y
• 60% of companies are having trouble aKrac>ng cri>cal-‐skill employees
• In 2012, about 75 million people
aged 15 to 24 years were unemployed, an increase of over 4 million from 2007. ~Int’l Labour Organiza>on
3. Talent Mismatch
q Lack of reten>on & loyalty in a company • 150% of the employee’s annual compensa>on figure, up to 400% for managers
q Decrease in produc>vity and profits • stress costs businesses $300 billion a year.
What Does This Mean?
• economic growth • workforce effec>veness • employee turnover • chronic skills gaps
Focus on the problems…
Our Approach – Cultural Hacking
You never change things by figh>ng the exis>ng reality. To change something, build a new model that makes the exis>ng model obsolete. ~ Buckminster Fuller
– to have full aKen>on, commitment, enthusiasm, passion, and purpose for your work, to be wholeheartedly involved in and contribute posi>vely to an organiza>on.
Defini)on of Engage:
Why Engagement Works…
“Engaged employees perform 20% beKer and are 87% less likely to leave their organiza>on.” ~HR Magazine
“Direct link between employee engagement, customer sa>sfac>on, and revenue growth.” ~Harvard Business Review
Working with employee engagement and recogni>on generates: q 27% higher profits q 50% higher sales q 50% higher customer loyalty
~Gallup 2013
Why Engagement Works…
Compara)ve Annualized Stock Market Return
Compara)ve Cumula)ve Stock Market Return
100 Best Companies Voluntary Turnover
Some Examples…
Company A : 10 000 employees : 1 600 employees turn over (16%). Employee turn over cost: $120 000 000 per year Company B : 100 employees : 16 employees turn over (16%). Employee turn over cost: $1 200 000 per year
A Company that: q is very deliberate in how they are doing
business q has a Bigger Purpose q leads with the WHY q has Raving Fan
… is becoming a “Conscious” Company by building a sustainable business that focuses on the triple boKom line.
What is A Most Amazing Company?
The 5 Cultural Keys
The Front Line Is The BoHom Line ~Southwest Airlines
Goes Beyond Teamwork
The 5 Cultural Keys
Innova)on and a sense of
Con)nually Improving
Cultural Hacking & Open Sourcing
Environmental
P&L
The 5 Cultural Keys
Shared Values & Purpose
The 5 Cultural Keys
The 5 Cultural Keys
1. Purpose 2. Passions 3. People 4. Produc>vit
y
5. Profits 6. Posi>ve Im
pact
The 6 P’s Model
q a fun way to increase employee engagement through cultural hacking q using the latest trend in gamifica>on of work— change from “have to” to “want to” q behavioral based system to develop people to reach their full poten>al within an organiza>on
The Most Amazing Company Quest
It’s >me to create sustainable business models with purpose driven companies that are good for the people, planet, as well as the profits.
Karin Volo [email protected] +46 (0)70 301 1968 Our vision is to make this the norm, not the excep3on. www.Evoloshen.com
The Most Amazing Company Quest
Stay in Touch…
Engage your employees with Yammer
The world has become a giant network.!
Fasterresponses!
Personalized!service! Better
experiences!
Your customers and employees expect more!
Yet, we continue to work like we always have.!
Social is driving a new way of doing business.
Source: McKinsey Global Institute, The Social Economy, July 2012!
Organizations see a
20% to
25% boost in productivity with social technologies.
Top performing companies have engaged employees.
18%
Higher productivity
12%
Higher profitability
51%
Lower turnover
Sources: Gallop!
But the reality is most employees are disengaged.
66%
of employees work remotely.
57%
say they don’t see their managers enough.
$26,041 productivity loss per worker, per year.
Sources: Forrester Research Inc.; SIS International Research; www.businessandthegeek.com
Employees are frustrated trying to get work done.
68%
find it difficult to communicate with team members.
68%
experience work delays waiting for information.
Source: SIS International Research!
Attract, engage, and retain your employees with Yammer.
Recognize top talent.
Make learning and onboarding social.
Better company communication.
Better company communication
Mark Kelly, President & COO, ACT Conferencing
Polls Gather feedback and ideas quickly.
My Feed/Publisher Empower employees with a voice.
Announcements Improve top-down and bottom-up communications
“Yammer has increased clarity of purpose and vision at ACT Conferencing. It has eliminated unnecessary filters and given us a way to communicate across silos.”
Make learning and onboarding social.
Universal Search Find people and information across business systems.
Notes Centralize information and locate resources easily.
User Profiles Identify and use internal expertise.
10% reduction in training costs.
Source: Forrester Research Inc., Forrester TEI of Yammer, 2011
Recognize top talent.
Mark Kelly, President & COO, ACT Conferencing
Praise Recognize great work and encourage more of the same.
Groups Gain insight into performance and see what your team is working on.
Files Quickly identify owners of important files.
“Our managers use Yammer Praise to acknowledge top performers and boost morale. This recognition makes employees happier in their jobs, improving talent acquisition and retention.”
The Soul of LexisNexis
Connecting and engaging employees worldwide.
“Employee engagement is a core objective we’re pursuing as a company, and Yammer is one of the best ways I know to facilitate that. It lets us leverage the power of community.”
Christian Fleck, Managing Director, LexisNexis
Professional Services | UK & Ireland | 1200 employees in 5 offices Global provider of business solutions for legal professionals. They use Yammer to build employee engagement through dialogue-based communications, improving product and service delivery, and joint problem-solving.
Driving ‘digital competence’ at the European Commission
L’Oreal’s Citizen Day
Sanofi UK: launching new company values
What does it take to be successful?
Technology
Culture
Gartner, September 2012
Social Enterprise is implemented 80% through organization culture and 20% through technology.”
The Social Journey
Yammer’s Customer Success Program
What is in the Customer Success Program?
Methodology and Self-guided Resources
Customer Community
Access to Customer Success Managers
Regional Meet Ups and Events
Community-based Learning and Support
Webinars
Questions