This is the final post in a series titled “Customer Experience IS Team Member Experience.”
Given the current challenges of attracting and retaining employees and the resulting impact of those challenges on customer experience delivery, this series has focused on engaging your employee base. Last week, I offered 10 evidence-based practices for driving employee engagement and retention. This week, I’ll round out the series with 10 more scientifically proven ways to increase your organization’s engagement levels.
- Acknowledge and promote leaders who demonstrate the ability to engage employees.
- Ensure leaders are role-modeling self-care.
- Engage regular team member conversations about the importance of taking breaks and maintaining work/life balance.
- Evaluate job functions to increase task variety.
- Continually redesign job roles to foster employee growth and development.
- Invest in training programs and cross-functional projects that encourage team members to master new skills and collaborate effectively.
- Increase purposeful play and celebration in your workplace.
- Enhance formal and informal workplace rewards and recognition.
- Ensure regular two-way communication between team members and leaders.
- Support flexible work options that accommodate the wants and needs of team members.
As was the case with last week’s challenge question, I’d like you to consider your strengths and opportunities from the list of best practices provided in this post.
Where are you strong, and where might you improve in promoting engaging leaders, reinforcing work/life balance, encouraging purposeful play, rewarding and recognizing team members, and providing flexible work options?
Based on a number of requests, I will be circling back on key concepts from the 10 business books I’ve written over the years. My upcoming weekly series will focus on my book, The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. In the meantime, I hope you’ll schedule a time to talk about employee engagement and your internal customer experience.
For now, let’s drive employee engagement that ultimately fuels the engagement and delight of our customers.
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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