RETAILWIRE DISCUSSION TOPIC:
Satisfied Workers Generate Greater Returns
In a recent article at Knowledge@Wharton, the author discusses a study correlating employee satisfaction to company performance. Discussion: Do you believe there is a direct correlation between employee satisfaction and company performance? Have retailers learned to value intangibles such as employee satisfaction in achieving company performance goals or does the emphasis remain solely on traditional accounting measures?
Mary Baum got it right by emphasizing employee engagement vs. employee satisfaction. Only a truly engaged employee does the extra things necessary for exceptional customer experiences that build lasting customer relationships. The obstacles in the way of leaders working toward engaged employees include the focus on short-term financials, the simplistic idea of “happy” employees, over-extended, under-trained front line supervision, and detached senior executives. The solutions are not easy, but start with a long term view (ala Google) and a CEO and top lieutenants that live and breathe every day their unshakable vision of customer and employee engagement.
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