044 – The 360 Degree Approach to Engagement | Denise Graziano

Denise Graziano (@GrazianoAssoc) is the CEO of Graziano Associates, a marketing communications company that intertwines employee and customer engagement to drive revenue, retention, and loyalty.

She believes the foundation of successful business is recognizing and capitalizing on this employee-customer connection. Engaged employees better serve their customers, and engaged customers boost employee satisfaction.

This is more important than ever in today’s hyper-connected world. After all, with the rise of social media and employee review sites, everyone has a voice. A voice that can either attract or repel people from your company. Listen in to learn Denise’s advice for addressing negative feedback and protecting your company’s image.

Truth You Can Act On:

  1. Take a 360 degree approach. Cross departmental integration and collaboration from every angle of employee and customer experience. Take time to think about this. How are you doing? Are you marketing to employees (and prospective employees) with the same creativity you use to gain customers? If not, reflect on ways to improve.
  2. Ask for feedback. Employee feedback is crucial. If you’re not doing it, your putting your organization at a huge risk. Be brave enough to ask for feedback and do it on an agile cadence—we recommend quarterly. That said, asking for feedback is only the first step. Next, be sure to consistently taking action on the data you gather.
  3. Use review sites appropriately. Take review sites seriously and interact human-to-human. Look for patterns and seek ways to take corrective steps. No matter what the comment, take the high road in your response—but always respond. Letting negative comments sit unanswered can repel qualified candidates looking to apply.

Book Recommendation:

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