January 29 2013

Customer Service Tips: The Five I’s of Employee Engagement


Tom Feeney, Safelite® President and CEO
2 Comments

At Safelite AutoGlass, the connection between employee engagement and customer service is very strong. We’ve shared our People First strategy – an integrated talent development program – as a key initiative behind achieving our goal of customer delight throughout this blog.

Many customer service experts agree that company culture and morale weigh heavily on a company’s success. That philosophy is echoed by customer experience researchers from Temkin Group, who in November 2012, released “The Five I’s of Employee Engagement: 25 Best Practices to Inform, Inspire, Instruct, Involve and Incent Employees.”

While previous Temkin Group research found a strong connection between employee engagement and both productivity and customer experience, only 35% of large firms’ employee engagement efforts received strong ratings.

Based on interviews with over 20 companies – including Safelite, this report identifies 25 best practices and highlights more than 60 examples of ways in which companies are engaging employees across the Five I’s.

After you’ve had a chance to review the findings, share with us how closely your CX professionals work with your HR team to develop customer-centric employee engagement programs.

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Comments:



I am not in a management position, but I am printing the 25 points out to see where I could use them to encourage the other techs around me ...thank you… excellent article

Jade, January 30, 2013

i was beginning to think that i may end up being the sole human being which cared about this, at the least at prseent i comprehend i’m not loonie   i will be sure to see a handful of various blogposts after i get some caffeine in me, adios for now

Joel, October 24, 2013



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