Superior employee engagement is intentional, not accidental.
Few companies apply the time and attention required to create an environment in which the employee experience is consistent throughout the organization. Yet superior employee experience is what drives innovation and productivity, ultimately resulting in a better customer experience.
Coca-Cola has mastered it.
I recently spent two days at Coca-Cola headquarters in Atlanta, where I spoke at an event. What impressed me most was the consistency of the engagement and attentiveness of the employees.
I interacted with employees from many departments and levels, including teams of security personnel, food service staff, the IT expert who immediately connected my balky presentation, help desk ambassadors, executives I met and those I learned about, gift shop staff, a kind shuttle bus driver who recommended I get off at a safer stop, and the facilities worker on her way home who guided me to the train to the airport.
Every one of them exuded an authentic feeling of warmth, pride and commitment to their respective roles in the company. None of that happens by accident.
How, then, does a company achieve superior employee engagement?