UK Employee Engagement Event Presentation - March 4, 2014

The
Employee Engagement
Event
March 4, 2014

MANNERS & MURPHY

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!

How engaged employees
deliver a better
customer experience
!
!
Manners & Murphy
March 2014

MANNERS & MURPHY

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

240%

147%

03/03/2014!

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?
Is employee satisfaction with the job projected in the customer experience
80%
72%
70%

60%

50%

40%

30%

20%

17%
11%

10%

0%
Yes

No

Don't know

03/03/2014!

Retention: Which of the following
would make you want to switch
brands?
Reasons for switching brands
35%

32%

30%

24%

25%

21%

20%

20%

15%

10%

5%

2%

2%

0%

Poor customer
experience

Rude employees

Cheaper alternative

Just want a change

Poor service/faulty
product

None of the above

03/03/2014!

Recruiting - Would a positive
recommendation influence a decision to
join a certain company?
Would positive recommendation influence a decision to join a
certain company?
80%

72%

70%

60%

50%

40%

30%

20%

16%

12%

10%

0%

Not at all

Yes - Would influence but not the deciding Yes - One of the most important reasons for
factor
joining a company

03/03/2014!

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
Employee
NPS

Customer
NPS

If employees are detractors of the customer experience/service that they
deliver it is highly likely to create detractors amongst your customers as
well.

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!

Click to to edit Master title
Click edit Master title style

ASSEMBLE, ARM style AMPLIFY
AND
When Successful Employee Engagement
Becomes Employer Branding

© 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?



The Power of Employer Branding



Why Employer Branding Matters

84%
69%

of jobseekerstheir current
Would leave would not
take a job with a company
job for a company with
that had a bad reputation
an excellent reputation



If you don’t tell your story,
someone else will tell
read reviews before
accepting a job offer
their version of it

96%



Glassdoor adaption in the UK & Beyond
British employers that engage
with their Glassdoor audience

Today British jobseekers
engage with
glassdoor.co.uk

609,000
times a month

UK traffic growth over 5 years
(Source: Software Advice Report, Jan 2014)

22M
members

6M

content

300K
companies


190

countries

15M
jobs


But Where Do You Begin?



Step 1: ASSEMBLE your army of talent brand ambassadors



Step 2: ARM your brand ambassadors



Step 3: AMPLIFY your message



Where to Amplify Your Message

Glassdoor
Profile

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

Highlight the good
on career site and
social media
Networking and
Events


Twitter
Facebook
LinkedIn


How to Top the Employer Branding Charts



Read What Others Are Saying about You



Be a Marketer



Join the Conversation



Measure ROI



Questions?



Claim Your FREE Basic Employer Profile!

Website:
http://glassdoor.com/employers
Twitter:
@Glassdoor
@holloman
Email:
christer.holloman@glassdoor.com



We
Believe…in
a
new
way
of
doing
business

Crea)ng

The
Most
Amazing

Companies

Karin
Volo

•  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

Why
we
wrote
Engage!

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

Our
research…

• Why
are
certain
companies
doing
so
well?

• What
are
they
doing
diﬀerently?

The
Most
Amazing
Company
Models

Today
we’re
going
to
cover…

•  Why
Engagement
MaKers

•  Global
Trends
and
Disrup>ve

Changes

•  The
5
Cultural
Keys
to
crea>ng
an

Amazing
Company

Our
)me
is
limited

My
promise
to

you...

•  Give
you
as
much
as
I
can

today.

•  Let
you
know
how
to
take

it
further.

Why
Engagement
MaHers

Our
old
ways
of
working
aren’t
working

anymore…

Disengagement
is
a
disease.

Complacency
is
a
cancer.

Current
Workforce
Situa)on

•  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

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.

Accelerated
Change

“Change
is
not
linear,

it’s
exponen3al.”

~Ray
Kurweil

• 

one
billion
new
users
online

• 

more
than
four
billion
new
people
using
cell
phones.

2.
Demographic
Changes

4
Genera>ons

174
newspapers
worth
of

informa>on

working
longer

Mass
exodus

Major
Value
Gap

Genera)on
Y

By
2014,

Millennials

(born
between

1977
and
1997)

will
account
for

half
of
all
the
employees

in
the
world

~Harvard
Business
Review

3.
Talent
Mismatch

•  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

What
Does
This
Mean?

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.

Focus
on
the
problems…

• 
• 
• 
• 

economic
growth

workforce
eﬀec>veness

employee
turnover

chronic
skills
gaps

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

Deﬁni)on
of
Engage:

– 
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.

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

Why
Engagement
Works…

Working
with
employee

engagement
and
recogni>on

generates:

q  27%
higher
proﬁts

q  50%
higher
sales

q  50%
higher
customer
loyalty

~Gallup
2013

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

What
is
A
Most
Amazing
Company?

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.

The
5
Cultural
Keys

Goes
Beyond

Teamwork

The
Front
Line
Is
The
BoHom
Line

~Southwest
Airlines

The
5
Cultural
Keys

Innova)on

and
a
sense
of

Con)nually

Improving

al

ironment
Env
P&L

Cultural
Hacking

&
Open
Sourcing

The
5
Cultural
Keys

Shared
Values
&
Purpose

The
6
P’s
Model

urpose

1. P
ssions

2. Pa
. People

3
uc>vity

4. Prod
roﬁts

5. P
mpact

 Posi>ve
I
6.

The
Most
Amazing
Company
Quest

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

It’s
>me
to
create

sustainable
business

models
with
purpose

driven
companies

that
are
good
for
the

people,
planet,
as

well
as
the
proﬁts.

Stay
in
Touch…

Karin
Volo

Karin@Evoloshen.com

+46
(0)70
301
1968

The
Most
Amazing
Company
Quest

Our
vision
is
to
make
this
the
norm,
not
the
excep3on.

www.Evoloshen.com

Engage your
employees with
Yammer

The world has become a giant
network.!

Your customers and employees
expect more!

Faster 

responses!

Personalized!
service!

Better 

!

experiences

Yet, we continue to work like we
always have.!

Social is driving a new way of
doing business.
Organizations
see a

20%
to

25%
boost in
productivity with
social
technologies.
Source: McKinsey Global Institute, The Social Economy, July 2012!

Top performing companies have
engaged employees.
18%

51%

Higher
productivit
y

Sources: Gallop!

12%
Higher
profitability

Lower
turnover

But the reality is most employees
are disengaged.
%
66

%
57

$26,041

of
employees
work
remotely.

say they
don’t see
their
managers
enough.

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

%
68

find it difficult
to communicate
with
team members.

experience work
delays waiting for
information.

Source: SIS International Research!

Attract, engage, and retain your
employees with Yammer.

Better company
communication.

Make learning
and onboarding
social.

Recognize top
talent.

Better company communication
Announcements
Improve top-down and bottom-up
communications

My Feed/Publisher
Empower employees with a voice.

Polls
Gather feedback and ideas
quickly.

“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.”

Mark Kelly, President & COO, ACT Conferencing

Make learning and onboarding
social.
User Profiles
Identify and use internal
expertise.
Notes
Centralize information and
locate
resources easily.
Universal Search
Find people and information
across business systems.

10% reduction in training costs.
Source: Forrester Research Inc., Forrester TEI of Yammer, 2011

Recognize top talent.
Files
Quickly identify owners of
important files.
Groups
Gain insight into
performance and see what
your team is working on.
Praise
Recognize great work and
encourage more of the
same.
“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.”

Mark Kelly, President & COO, ACT Conferencing

Connecting and engaging employees
worldwide.
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.

“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

Driving ‘digital
competence’ at the
European
Commission

Sanofi UK:
launching new
company values

What does it take
to be successful?

Social
Enterprise is
implemented 80%
through
organization culture
and 20% through
technology.”
Gartner, September 2012

Culture
Technology

Yammer’s Customer Success
Program

What is in the Customer Success
Program?
Methodology
and Self-guided
Webinars
Resources

Access to
Customer
Success
Managers

Customer
Community

CommunityRegional Meet based Learning
Ups and Events and Support

UK Employee Engagement Event Presentation - March 4, 2014

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