Here’s a money quote from a Gallup report on customer engagement:

“Just as the best organizations have eight fully engaged customers for every actively disengaged customer, they also have eight fully engaged employees for every actively disengaged employee. And business units that score above Gallup’s database median on BOTH customer and employee engagement significantly outperform units that rank in the bottom half on both measures.”

As Gallup defines them, a fully-engaged employee is emotionally attached to the unit and rationally loyal, while an actively disengaged employee is emotionally detached and actively agnostic.

The report quantifies the impact of customer and employee engagement as follows, with those that score in the bottom half on both customer and employee engagement being the baseline:

• Those in the upper half on customer engagement and the lower half on employee engagement, or vice versa, get a 70% boost in bottom-line results.
• Those in the upper half on both customer and employee engagement get a 240% boost.

The report’s conclusion could be considered a ringing endorsement for integrating the Baldrige model: “Organizations that employ performance optimization management principles have outperformed their competitors by 26% in gross margin and 85% in sales growth.”

You can read the full report here.

To read more about employee engagement, check out these related articles on Baldrige.com:

• Valuing Employees—and HR
• Making Performance Excellence Personal
• The 3 Factors That Motivate Employees
• Employee Engagement and the Bottom Line
• Employee Satisfaction Pays—Big Time

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