Eea framework and implementation uk

Motivate Europe Live

April 22

Enterprise Engagement:Aligning Performance

Across The Organization

•An alliance of corporate practitioners, academics, solution providers.

•Mission: Create a formal framework, implementation process and field.

•Activities: Information, learning, consulting, a stock index.

Who We Are

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EEA University Online

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Agenda

1. Intro: Enterprise Engagement

2. The Foundations of Engagement

3. The Implementation Framework

4. The Tactics

5. Summary

6. Q&A

Agenda

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Poll #1For which stakeholders do you currently measure engagement?

• Employees• Customers• Partners/Channel

Partners• Suppliers• Investors• The Community

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The Success ConnectionTo Success Your Success

Vendors

CSR

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The Engagement Plan

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The EEA Index

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The Engaged Company Stock Index has outperformed to S&P

500 (including dividends) by 23.13 points since Oct. 1, 2012.

According to Gallup, 28% of U.S. employees are engaged

Source: Gallup Management Journal

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According to Nielson, 78% of U.S. customers are not loyal to a particular brand.

Source: Gallup Management Journal

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Definition of Engagement

• Fostering the proactive involvement of those people critical to achieving goals.

• The question is: Engaged for what?

• It’s not enough to have engaged people…the goal is to link engagement to actions that result in success. ose.

• Feedback—meaningful suggestions on how to improve.

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What Makes This Unique

• The focus is on creating a brand that means the same thing to everyone.

• It aligns all stakeholders:–Customers–Distribution Partners–Employees (sales and non-sales)–Vendors/suppliers–Communities and shareholders 124/14/2014 EEA Certification Series – Tradeshow

Engagement

EEA White Paper

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People want to be engaged.

The Roots of Engagement

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Collaboration

Myths about work & workers

Fear is good.Some jobs have to be boring.People with too much to do are unhappier than those with too little to do.Companies loyal to employees are less success as businesses.

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All Engagement is Emotional

“People don’t care what you know until they know that you

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Connecting Your Organization

Enterprise Engagement is about connections between Employees, Customers, Partners

and Suppliers – All Key Stakeholders

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Connecting Your Organization

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“The new model in business is that you involve your community and customer in an ongoing conversation about every aspect of your business.” - Thomas Friedman

Breaking Down Silos

Enterprise Engagement

means creating alignment

across marketing,

sales, distribution, employees,

vendors, etc. 19EEA Certification Series – Collaboration

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The Foundations of Engagement

• A clear sense of mission and goals.• Emotional bonding.• Capability. • Fun.• Support.• Task value. • Feedback.

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The Framework

Leadership

A Campaign

Learning

Rewards/Recognitio

nROI

Assessment

Communica-tion

InnovationLoyalty

andRetentionTechnology

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Poll #2

Show of Hands. Do you have a ‘C’ level officer responsible for engagement in your organization?

Yes No Not Sure

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Leadership

• Clear goals, objectives, measures.• Someone in charge.

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Assessment

Employee, Partner and Customer

engagement surveys.

Set benchmarks

before starting.

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An Engagement Plan

• Goals & ROI• The Plan• Assessment• Communicate• Inform• Innovate • Reward• Measure• Feed back

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Communicate

From 2013 B2B Content Marketing Benchmarks – North America CMI/Marketing Profs

Create & launchAnnounce

Reinforce continually

Use multiple media

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Inform and Uplift

People need to be capable to do what is asked of them.

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Innovation

The process of generating

creative ideas that improve experiences, products or services alsofosters task

value.

https://www.flickr.com/photos/17258892@N05/2588347668/

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Recognition

• Recognition is one of many Engagement tools, not the other way around.

• Important to recognize people for submitting ideas and for collaborating to develop solutions.

• Recognition should be part of formal design and administrative processes, in accordance with best practices, company culture and personal preferences.

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Rewards

• Rewards should address intrinsic touch points.

• Rewards should address “emotion” and “support”.

• Make rewards intrinsic, tap emotions engagement by personalizing.

• Use rewards to communicate.

Rewards should be used as a30EEA Certification Series – Collaboration & Innovation

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Return on Investment

4.88

0.25

2.03

-4.05

-0.85 -1.04

-5

-4

-3

-2

-1

0

1

2

3

4

5

6

Increase in % of Effective Employees / Decrease in % of Ineffective Employees

No change in % of Effective or Ineffective Employees

The ultimate question for organizations is how to increase levels of employee effectiveness.

Hay Group linkage research indicates that there are clear financial returns for those organizations that get it right.

Return on Equity Average Change

2010-2011

Return on Assets Average Change

2010-2011

Return on Investment Average Change

2010-2011

Make the Business Case 31EEA Certification Series – Collaboration

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Master Measurement Model

A process for identifying the actions that lead to success.

A statistical process control for transforming behaviors into a monetary value.

A means of creating a currency of performance points to sustain interest.

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Technology

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The Engagement Portal

https://www.flickr.com/photos/brewbooks/3318600273/

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Summary

Engagement is low across the board.

Organizations that create a “culture of engagement” outperform others.

A culture of engagement must be carefully built, measured, maintained.

An understanding of all audiences and drivers of engagement is critical.

The tactics of engagement are the roadmap to ROI.

ROI measurement is critical.

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A Virtuous Circle

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• Customers and distribution get better products and services.

• Employees derive greater satisfaction from work.

• Vendors get greater satisfaction from doing business.

• Shareholders see higher profits.

Questions

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Bruce Bolger Managing Director

• Enterprise Engagement Alliance at Theeea.org.

• Publisher of Engagement Strategies at

• Enterpriseengagement.org.• Co-author of Enterprise

Engagement: The Textbook.

Get Your Copy

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