How do you know if they are engaged? | Customer Experience IS Team Member Experience

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

This is the third in a series titled "Customer Experience IS Team Member Experience."

As promised, this week we will look at how to best measure attitudinal and behavioral elements of employee engagement or EE.

While many commercially available employee engagement metrics exist, I am a fan of the Gallup Q12.

Next week, we’ll look at employee engagement outcomes. For now, here are three challenge questions:

• Do you measure the engagement of your workforce?
• If so, how are you using what you learn to craft action plans that decrease the "squatters and renters" while increasing the "owners?"
• If you don’t measure workplace engagement, when are you going to start?