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:

christer.holloman@glassdoor.com

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  Karin@Evoloshen.com  +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