Unfortunately, employees are not very happy. Recent reports from Gallup claim that only 13 percent of employees are engaged at work worldwide. Yes, let me pause there -- only 13 percent.
That essentially means that your business is being run by only a slightly over 10 percent of your employee workforce. If that's not a worrying sign, I don't know what is. How can we possibly define the client experience as delightful if employees aren't there in the first place? Want to find a new business KPI that matches today's No. 1 business problem? Look no further: employee engagement (commitment, involvement, compromise -- whichever moniker du jour you favor).
I strongly believe (and always have) that Social Business can reignite a disengaged workforce, while also helping reengage vendors and clients. The apathy is permeating beyond your employees to your customers and business partners. We need to do better. We need to do MUCH better.
It's a challenge to strike a renewed sense of purpose, meaning and more effective way of getting work done when employees lack a strong sense of belonging, of feeling appreciated, trusted, respected and valued. When you enable your employees to think and act differently through emerging social technologies -- giving them autonomy, flexibility, responsibility and, above all, ownership of the work they do -- you start to realize you've entered a different league when measuring the business value of Social Business.
Measuring the usage of social tools is helpful for clarity and awareness, but don't stop there. Go deeper. Work with your knowledge workforce to co-create new KPIs based on their employee experiences. Chances are high they know better than you whether they are doing the right job with clients based on their interactions with them -- out in the open, working more publicly and transparently, working out loud. Success will be their new reality when they reengage to delight their clients.
Showing the Way to the 21st Century
One of the many worthwhile examples that demonstrates how this can be done is TELUS, a national telecommunications company based in Vancouver, British Columbia. Dan Pontefract, Chief Envisioner at TELUS, confirmed its employee engagement rates increased from 53 percent to 83 percent and that it correlated this to an improvement in business outcomes -- a.k.a. revenue. I know what you're thinking -- wow! From 53 percent to 83 percent through applying and embracing social technologies and a new kind of leadership, Open Leadership.
That’s just one example of many of how we can aim higher to strike a balanced, measurable set of outcomes to prove the ROI of Social Business. We need to stop paying for the circus and get down to action. The real action.
So, who wants to jump the shark and move into the 21st century to become a successful Socially Integrated Enterprise? This is your new ROI: start by improving the client experience through the employee experience.
The rest is just a distraction and one that should be avoided. At all costs.