Highly engaged employees make customer experience while disengaged employees break it – Timothy . R. Clark


Organisations take employee engagement as a top business priority. In today’s fast-paced environment, business leaders understand that having a high-performing workforce is critical for development and survival. They recognise that a highly engaged employee can boost innovation, productivity, customer satisfaction, quality, and overall job performance.


Employee engagement is employees’ emotional commitment to the organisation and its goals. This passionate commitment means engaged employees care about their work and the organisation.


Employee engagement can also be the degree to which employees invest their mental, emotional, and behavioural energies toward positive organisational outcomes.


When employees are engaged, they are absorbed in and enthusiastic about their work. Engagement levels are high in an organisation when people are pleased to come to work in the morning. When employees have an unclouded vision of their tasks and find meaning in their jobs, they are more efficient and hungrier to learn. They know where they fit in with the company and feel their input is valuable. If they have a problem, they know their employer will listen. Engaged employees lead to better business outcomes.


Why Employee Engagement Matters

Employee engagement is critical for organisations due to its profound impact on various aspects, including work culture, staff turnover, productivity, customer relationships, and overall profitability. The way organisations treat their employees and foster relationships among them influences their actions and can either contribute to the success or pose substantial risks. Employees make daily decisions and take actions that shape the workforce and impact the organisation as a whole.


The Benefits of Employee Engagement:


Employee engagement is not just a buzzword but a vital component of organisational success. Here’s a deeper look at why employee engagement matters and its impact on various aspects of an organisation.


Work Culture:

Employee engagement plays a crucial role in shaping the work culture of an organisation. When employees feel engaged, valued, and connected to the organisation’s mission and values, it creates a positive and inclusive work environment. This, in turn, fosters collaboration, teamwork, and a sense of belonging among employees. A strong work culture attracts top talent, enhances employee satisfaction, and drives overall performance.


Staff Turnover:

Engaged employees are more likely to stay with the organisation and have lower turnover rates. They feel a sense of loyalty, job satisfaction, and commitment to their work, which reduces the inclination to seek opportunities elsewhere. This, in turn, saves the organisation from the costs associated with recruiting, onboarding, and training new employees. According to a study by Gallup, organisations with highly engaged employees experience 59% less turnover than those with disengaged employees.



Research by the Corporate Leadership Council found that highly engaged employees are 87% less likely to leave their organisations and are 20% more productive than their disengaged counterparts. Engaged employees are highly motivated, committed, and willing to go the extra mile to achieve organisational goals. They are more focused, proactive, and take initiative in their work. This leads to increased productivity and efficiency, as engaged employees consistently deliver high-quality work and strive for continuous improvement.


Customer Relationships:

Employee engagement has a direct impact on customer relationships and satisfaction. Engaged employees are more likely to provide excellent customer service, demonstrate empathy, and go above and beyond to meet customer needs. They act as brand ambassadors, promoting a positive image of the organisation and building long-lasting customer relationships based on trust and loyalty. For example, Zappos, an online shoe and clothing retailer, has built its reputation on exceptional customer service. The company focuses on employee engagement and empowers employees to deliver extraordinary customer experiences. This approach has resulted in a loyal customer base and contributed to the company’s success.


Overall Profitability:

Engaged employees positively influence an organisation’s bottom line. Their high levels of commitment, productivity, and customer focus contribute to increased revenue and profitability. Engaged employees are more likely to identify opportunities for cost savings, process improvements, and innovation, leading to enhanced organisational performance and financial success.


Fact: According to a study by the Hay Group, organisations with engaged employees have 2.5 times higher revenue growth than those with low employee engagement levels.


Building Employee Engagement: Strategies for Success

Creating a highly engaged workforce requires a strategic and ongoing effort from organisations. Here are some proven approaches to increasing employee engagement.


Build Effective Communication Habits:

Open and transparent communication channels are essential for fostering employee engagement. Establish regular opportunities for two-way communication, such as team meetings, town halls, and employee feedback sessions. Encourage employees to share their ideas, concerns, and suggestions and actively listen to their feedback. Effective communication ensures employees feel heard, valued, and informed about organisational decisions and initiatives.


Prioritise Company Culture:

Company culture sets the tone for employee engagement. Define and nurture a positive culture that aligns with your organisation’s values and mission. Promote a supportive and inclusive environment where employees feel respected, trusted, and empowered. Encourage collaboration, teamwork, and a sense of belonging among employees. Regularly assess and reinforce your organisation’s culture to ensure it remains strong and supportive.


Paint a Clear Picture of Organisational, Team, and Employee Success:

Provide employees with a clear understanding of the organisation’s vision, goals, and their role in achieving them. Clearly communicate expectations, performance standards, and individual goals. Establish a performance management system that provides regular feedback, coaching, and recognition. Help employees see the connection between their work and the organisation’s success, fostering a sense of purpose and motivation.


Supply Access to Employee Development Opportunities:

Invest in employee development by offering training programs, workshops, mentoring, and career advancement opportunities. Provide employees with the necessary resources and tools to enhance their skills and knowledge. Encourage continuous learning and growth, as it benefits employees and contributes to organisational success.


Recognise and Reward Employees for Their Contributions:

Acknowledge and appreciate employees’ efforts and achievements. Implement recognition programs that celebrate individual and team accomplishments. Recognise employees publicly through newsletters, social media platforms, or internal communication channels. Rewards and recognition boost morale, reinforce desired behaviours, and motivate employees to excel.


Encourage Employees through Mission, Vision, and Values:

Connect employees to the organisation’s mission, vision, and values. Help them understand how their work contributes to the organisation’s larger purpose. Regularly communicate the organisation’s mission and values, emphasising their


Managerial Support:

Develop and equip team managers as coaches. This helps create a supportive and encouraging environment that fosters growth and engagement.


Feedback and Follow-up Culture:

Create an influential feedback culture where employees can give and receive feedback on their work. This helps employees grow and improve their performance. Share employee feedback and always follow up. This shows that the organisation values employee input and is committed to positive changes.


Flexibility and Well-being:

Prioritise flexibility and employee well-being. This includes providing work-life balance, flexible work arrangements, and wellness programs.


In summary, employee engagement is a critical factor that impacts multiple facets of an organisation. It shapes the work culture, reduces staff turnover, drives productivity, enhances customer relationships, and ultimately contributes to the overall profitability and success of the organisation. By prioritising employee engagement, organisations can create a positive and thriving work environment that attracts and retains top talent, fuels innovation and achieves sustainable growth.


At Phillips Consulting Limited, we understand the importance of employee engagement and offer services to help businesses build a culture of engagement. Our activities are tailored to your organisation’s culture, values, and strategic goals to help keep social bonds, trust, and engagement with colleagues all year round. We believe employee engagement is critical to an organisation’s success and are committed to helping you achieve it. Contact us today to learn how we can help your organisation engage its employees to be productive and proactive. people@phillipsconsulting.net


Written by:

Anjolaoluwa Onireti


Chidera Onyeanusi