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If left unaddressed, a lack of focus on engagement will eventually impact performance. A recent HR survey found that over 90% believe there is solid evidence linking engagement to performance and believe it has the strongest impact on customer service and productivity - and no doubt to the bottom line.
A crisis like a global pandemic makes everybody re-assess and re-evaluate what’s important to them. And that includes your customers. So don’t assume you know what they want - make sure you continue to keep in touch with them.
Some of us have been in 'Zoom-land' for the last year. Catch-phrases, such as, ‘your microphone is muted’ or ‘new normal’, will be familiar to many of us.
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