Connecting your purpose to your employee engagement

In our current environment, we know that life is going to change significantly….The ambiguity of what, when and how we find our new norms in life can be a source of great stress and anxiety, – particularly when it comes to our working lives. Consequently, we become conscious of how our employees’ engagement, wellbeing and focus have been affected. 

As leaders and members of our organisations, we have a major role in how we contribute to the wellbeing of our people, the future prosperity of our businesses and the community in which we operate.

We have the opportunity to transform the lives of our employees from ‘living in limbo’ to living with clarity, engagement and empowerment.  We can do this by using our Purpose to engage our People, which in turn enables our business to evolve with new norms.

So how do we approach this change in the current climate?

An end to end Service Design Approach will directly impact Employee Engagement during these volatile times, and enable an organisational transformation that meets the needs of our new world.

An article which explores the end-to-end customer experience by McKinsey & Co demonstrates that “highly successful companies have realized that the boundaries between products, services, and environments have blurred …(it’s) about striking the right combination and making sure the integrated customer experience is compelling”. 

A Service Approach focuses on connecting the three critical components of Customer Experience, Process and Technology to deliver an end to end service that is enabled by your Strategy, People and Culture.

In a nutshell, 

• The key to successful, sustainable transformation of your business is your People; 
• The key to engaging your people is a commitment to sustaining the business by leading with transparency, authenticity and empathetic leadership.
• To deliver a transparent commitment to sustain the business, and beliefs in the future, your people need to be involved in its creation – This is end-to-end Service Design. 

Focusing on transforming your business (whether it be a small or a major change) using an end-to-end Service Design approach ensures that you deliver:

Customer Experience: Design solutions that customers want and find new opportunities based on customer needs.

Process: Create simple processes to meet your goals. It allows you to connect your experience with your customers and gain an understanding of who your core and extended team are. This enables your teams to clearly define the challenges that need to be addressed.

Technology: Connecting your tech with your processes and people is crucial to delivering the experience your customers desire.

The enablers, Strategy, People and Culture are designed to make your transformation sustainable.

Ultimately, using a Service Approach methodology by its very nature delivers increased employee engagement as it focuses on people in the middle and incorporates human-centred holistic design.

If you are considering any type of change, whether it be a small ‘tweak’ to your processes, a re-ignition of our employee engagement or a major transformation we strongly encourage you to utilise an end-to-end Service Approach.  To learn more, check out our approach at Three6.

As always, we would love you to share your feedback, or ask any questions.

Get in touch: hello@three6.com.au

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References:

McKinsey & Co (April, 2017): The expanding role of design in creating end-to-end customer experience: https://www.mckinsey.com/business-functions/operations/our-insights/the-expanding-role-of-design-in-creating-an-end-to-end-customer-experience#