One of the highest impact motivators for any person is to see that what they do has meaning. Meaningfulness is a key driver to ensure that employees see the impact of what they do on the company’s:
• Ability to gain and retain customers;
• Reputation with the public and shareholders; and
• Potential partners
Essentially what you are showing employees is their Line of Sight –
Line of sight is the straight line that each and every employee has to gaining and retaining customers. Regardless of their role, employees need to see their impact on customer satisfaction. Understanding the impact their role has on the customer adds context to their actions and decisions. Line of Sight has also been used to refer to the connection employees have with their place of employment, or in many cases, the business values or strategy. It is about connecting employees to the business in some way, and ultimately this means connecting employees with the customers.
Without a clear understanding their role’s impact, employees can not see how they are making a difference. This directly impacts:
• The care they take on their jobs
• The quality of their work
• How they interact with other employees
• How they talk about their jobs.
Want to drive performance? Want to increase productivity?
Help employees understand the meaningfulness of their role and learn the Line of Sight to the customer!
How do you help employees find their impact on customers?
Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.
Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.