Tool Measures Employees' Effect on Profit

In Canada, The Verde Group has launched a system to which determines how employee behavior affects customer experiences, and how this impacts on company profitability.

The new Engagement@Risk process links feedback from customer loyalty and retention surveys with employee engagement research. It was developed using data from The Conference Board Employee Engagement Survey, and pinpoints which specific employee experiences have a harmful impact on the customer experience.

It also examines the cost of employee disengagement in terms of lost sales and damaged brand reputation, and identifies which specific problems to address for maximum ROI in the shortest time.

In addition, companies using the tool are given access to The Conference Board norms database, which contains corporate data and best-in-class standards for employee engagement, and is continuously updated to provide a benchmark.

'We know that employee experience impacts employee engagement or disengagement,' explains Paula Courtney, President of The Verde Group. 'Now we can define and prioritize links between engaged employees; satisfied, loyal customers; and profitability, to help companies identify which employee engagement issues damage the business most.'

Web sites: www.verdegroup.com and www.conference-board.org .