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Fundamental to human resource management is the analytics of human resources related data. These qualitative data, derived from employee opinions, helps to make informed decisions. This decision making improves the management of people in an organization and therefore their engagement.
Increasing customer satisfaction through employee engagement
To be competitive it seems essential that employees are engaged to meet customer satisfaction.
When we talk about committed employees, we are talking about people who are fans of their work. This means that they get involved every day and fight for the company.
Only 13% of worldwide employees are engaged.
According to the Workforce 2020 report by Oxford Economics, only 13% of employees worldwide say they feel engaged. You can access a copy of the study at the following link .
Better engagement improves business performance.
According to this study, companies that score higher on employee experience have 3 times more return than the rest.
The consulting firm Gallup values the cost in lost productivity due to workers leaving a company at $605 billion.
An engaged employee is happier, healthier and contributes to a better work environment. And, as far as the company brand is concerned, it will act as Jeanne Bliss points out, as a convinced ambassador, resulting in higher customer satisfaction.
However, although studies indicate that employee engagement is key for most employers, engaged employees are in the minority.
So we are faced with a first issue of what it is, how to measure it and what metrics to use to measure engagement.
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