Creating An Intentional Culture That Engages Employees

\[From www.Forbes.com\]—As the empowered consumer comes of age, companies are focusing more effort on improving the customer experience. Yet despite this, recent studies show that customers remain unhappy with the majority of services provided.

One reason for continued low ratings is that many companies rely heavily on their policies and processes to deliver on customer experiences, forgetting about the employees — the very people who will determine the success or failure of each interaction.

We are seeing disengagement across the workplace nationally. According to Gallup’s 2013 State of the American Workplace study, “70% of US workers are not reaching their full potential … a problem that has significant implications for the economy and the individual performance of American companies.”

Some companies do understand the pivotal role employees play in competing amid today’s ever-changing market. Although diverse, these companies have one thing in common — leadership that understands the importance of creating an “intentional” culture that harnesses the hearts and empowers the minds of employees to deliver a defined customer experience aligned with financial objectives.

So, how do you create a culture that engages employees and delivers financial results?

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