However, most traditional employee engagement programmes are far from effective, as numerous studies have shown that up to 70% of these programmes fail, and that only a small percentage of employees are truly engaged. So what does it actually mean to be engaged? And is engagement enough to create the mindset changes that these programmes typically aim to achieve?
Many organisations around the world are taking a human-centric approach to product development, and yet, the internal workings of those same organisations are very un-human-centric. We need to establish a better balance of humanity within an organisation to effect real change outside of it.
The best 'best practice' is to actually make it up as you go along. Every organisation is different, and any lasting solution has to be designed and custom-tailored for each organisation.
An observation on how technology has impacted the way that we speak and think, using an unlikely example to demonstrate the point: Donald Trump.
Instead of concentrating on exceeding your customers’ expectations, try exceeding your own expectations as an organisation first and foremost – then watch your customer relationships improve exponentially.
A great customer experience is only a reflection of a great organisational experience. In other words, to deliver something great externally, an organisation must focus on how it thinks, behaves, and operates internally.
Don’t be misled. It’s a huge missed opportunity to consider your brand as merely a marketing tool aimed primarily at an external audience, and/or something that is too abstract to play a leading role in operations. It’s actually one of the most powerful tools that leadership teams can use to get their organisations functioning optimally.