E@R: The Engagement@Risk Process

The Verde Group’s Revenue@Risk process is an acknowledged best practice for quantifying the impact of customer dissatisfaction on spend, loyalty and market reputation. E@R completes that analysis by determining what disengages your employees and how your customer bottom line suffers from that disengagement.

In partnership with The Conference Board, Verde has developed E@R to measure employee engagement and then link it to customer experiences, attitudes, behaviors and financial returns. The process:

• Identifies the employee experiences that have the biggest impact on critical employee behaviors: organizational performance, employee engagement and retention
• Identifies drivers for both the engaged and disengaged employees
• Explicitly links employee feedback to customer feedback and financial impact
• Establishes the fact-based platform for change – the specific management initiatives that will result in significant improvements in human capital management, customer retention and organizational performance

E@R is unique in its 360⁰ approach linking employee engagement to customer loyalty and profitability. By gathering input from all key organizational stakeholders and rigorously testing that input against voice of the customer data, the process identifies the most critical organizational and cultural issues impacting customer experiences and behaviors. Combined with Verde’s six-sigma action planning process, E@R charts a clear path for organizations to align their human capital strategies with the demands and requirements of the marketplace. 

1)      Six-Sigma Action Planning: We have designed a one day Action Planning Workshop to deploy “the voice of the employee” down through the organization.  This process allows Senior Management to decide on and begin to make changes immediately without the uncertainty of moving forward alone. Once the data from the survey has been presented to the management team, the workshop is set up for a task force charged with re-defining the employee’s  experience. Our approach utilizes a Six-Sigma process-improvement process as the core delivery mechanism. We use management and planning tools such as affinity diagrams and interrelationship digraphs to creatively develop the strategies to help  our clients.

2)      Train-the-Trainer Feedback and Action Planning: Verde has developed manager training modules to allow line management to provide feedback and action planning using our proprietary 6-sigma action planning methodology.  We have also developed action planning portals for our clients with specific training best practices and white papers, which provides managers with the necessary tools to implement change based on their employee’s feedback.

3)      Employee On-Boarding Research: Using our experiences based methodology, we conduct research with recently on-boarded employees to understand their specific experiences and problems surfaced with all aspects of the on-boarding process: training, communications, supervisor effectiveness, resources, etc.

4)      Communications Audits: We conduct total enterprise communications network analysis: top down, bottoms up and cross-functional/department to identify current situation state—employee evaluation of what exists today for overall effectiveness of internal communication by location/ company, employee preferences -- what they like/ what they don't like given what they have experience with. Also assess the quality/effectiveness of this type of communications as well the importance of each, assessment of media for communications as well as the preferred frequency of communications  and to the extent possible, psychographic profiling of employees based on employee attitudes towards "internal communications”. Within the diagnostics we identify content clarity and effectiveness; information needs of individuals, work groups, departments and divisions.

 Download our Engagement@Risk brochure