Last month I wrote a post called I’m confused. Why do most CEOs not get employee engagement?, where I bemoaned the fact that many CEOs/MDs and other business owners are not getting the fact that an engaged set of employees can be the key to business growth, great service, repeat business and sustainable growth.
Thinking about engagement a bit more, I started looking again at Maslow’s Hierarchy of Needs (Wikipedia entry) for clues as to how we can improve employee engagement. The Wikipedia entry says that:
All humans have a need to be respected and to have self-esteem and self-respect. Also known as the belonging need, esteem presents the normal human desire to be accepted and valued by others. People need to engage themselves to gain recognition and have an activity or activities that give the person a sense of contribution, to feel accepted and self-valued, be it in a profession or hobby.
When I read that entry it implied to me that recognition follows engagement. However, at the beginning of February, I met Derek Williams of The Wow! Awards – a man on a mission to raise the standards of customer service across all industries through employee recognition.
What I think is really interesting about what The Wow! Awards are doing is that they are turning the idea that recognition follows engagement on its head and they are using recognition by peers and customers to build engagement.
It is easy and is becoming easier for customers to make complaints about customer service, but what The Wow! Awards are doing is enabling the businesses they work with to help tell their people how good they are too.
The WOW! Awards, started in 1999, are the UK’s only national award for customer service based purely on customer nominations and they are working with all sorts of customers large and small. You can check out their client list here. The success of the programmes they run have meant that they are now expanding to the US too.
What do you think? Do you think you could use this in your business? How do you think it could help you?
Thanks to shutupyourface for the image.