Employee Engagement, Customer Satisfaction and Profitability
Even in today's soft economy, there's a competitive edge overlooked by many organizations: employee performance management. That's the term for putting a strategic focus on achieving financial success through loyal customers and motivated employees. Justification for employee performance management is supported strongly by an Arcus survey of 2000 consumers:
82 percent of customers will stop using your product if they lose trust in your company
Disengaged workers cost the economy $30 billion or more a year
Companies with a strong link between enterprise strategy and rewards programs generate a shareholder return almost 40 percent higher than competitors without such strategies
Compelling reasons make it clear that employee performance management will become the
predominant business strategy in the coming decade. "Customers, both retail and industrial buyers, are
getting smarter about the value of service. They're increasingly frustrated and more willing than ever to
take their business elsewhere. Employee performance is the key to success for any organization. We
know, based on extensive business research, that employee performance is enhanced by systematic ‘employee recognition’, defined as an after-the-fact display of appreciation or acknowledgment of an
individual’s or team’s desired behavior, effort or business result that supports the organization’s goals
and values”.
Loyal customers entail lower selling and processing costs and generate more incremental revenue and
referral business. Companies that score higher than their competitors in customer satisfaction and
repeat business have the upper hand in financial performance.
Arcus Employee performance management (AEPM) involves disciplines familiar to most business people
but puts them together in a way that cuts across the traditional organizational boundaries. The question
to ask is how can we deliver world-class service without world-class people? AEPM doesn't cost more
money or add a new level of bureaucracy. It redirects resources to focus on what counts the most: motivating every employee, salesperson, and reseller to do as much as possible to attract and keep
customers.
Find out your company's performance against a benchmark of 500 of North America's most successful companies. Contact usfor an evaluation of your corporate strategy and an ROI audit.
“Arcus manages to consistently deliver tangible results on market research and strategy projects. They combine deep business expertise, powerful research capabilities, and innovative thinking to deliver substantial value."
