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"Always treat your employees exactly as you want them to treat your best customers." -- Stephen R. Covey. Research has repeatedly linked employee satisfaction, employee retention, and employee productivity to customer satisfaction, customer loyalty, and profitability. Find out how utilities have engaged with their employees to deliver exceptional customer experience.
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Connecting the Employee Experience to the Customer Experience
Research Analyst, E Source
E Source Forum 2014 September 29–October 2, 2014
Eryc Eyl
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The E Source Customer Experience Framework
Employee Engagement
Corporate Engagement
Market Engagement
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The Service-Profit Chain
Employee experience
Employee satisfaction
& engagement
Employee retention
Employee productivity
Customer experience
Customer loyalty & advocacy
Revenue growth
Profitability
Adapted from The Service Profit Chain by James L. Heskett, W. Earl Sasser Jr., and Leonard A. Schlesinger
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The Employee Engagement Virtuous Cycle
Employee engagement
Customer experience
Customer loyalty & advocacy
Financial results
Lower employee turnover
Prouder employees
Investment in employees
Adapted from the work of the Temkin Group
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What is your utility doing to engage employees in the
customer experience?
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Current State of Employee Experience
Source: State of Employee Engagement Activities: 2014 by Bruce Temkin and Aimee Lucas, based on a survey of 202 companies with 1,000 or more employees
Employee engagement activity
Percentage of companies that
do activity Measure employee engagement annually 78%
Don’t measure employee engagement at all 4%
Have employee engagement efforts led by human resources (HR) 50%
Have employee engagement efforts co-led by HR and customer experience 28%
Evaluate employees based on demonstration of core values 78%
Develop employee communications that reinforce customer-centric behaviors 76%
Incorporate customer experience into training and onboarding 76%
Develop competency models that include customer-centric behaviors 68%
Develop measures and incentives to reinforce customer-centric behaviors 67%
Develop rewards and recognition to reinforce customer-centric behaviors 65%
Incorporate customer-centric competencies into recruiting and hiring 61%
Incorporate employee engagement into manager performance evaluations 49%
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The 6 E’s of Employee Experience Em
path
ize
Enga
ge
Educ
ate
Enab
le
Empo
wer
Embr
ace
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Eryc Eyl Research Analyst, E Source 303-345-9120 [email protected]
For More Information
Have a question? Ask our experts: www.esource.com/question
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Panelists
Bruce Folsom, Director, Products & Services, Avista Utilities Annemarie Newman, Corporate Communications, Alliant Energy Claudia Rapkoch, Director, Corporate Communications, NorthWestern Energy Dianne Hall, Supervisor, Digital Channel Strategy, DTE Energy Gail Watts, Manager, Customer Communications and Education, PPL Electric Utilities
