Engagement
advertisement
Engagement Growing great employees What’s The Difference? Engagement! Ken Chenault: "We define ‘engaged’ employees as those who feel Retention consistently motivated to go above and beyond expectations, and to commit to staying with the Productivity company over the longer term.” Customer Satisfaction OUR INTENT Leading the marketplace through innovation Brand promise and superior customer service through rational and emotional engagement Top-tier performance Leadership at American Express means creating exceptional outcomes for shareholders, customers and employees Create Our Future Inspire Our People Develops Winning Strategies Drives Innovation and Change Builds and Leverages Relationships Communicates Effectively Builds Diverse Talent Excite Our Customers Focuses on the Customer and Client Deliver on the Promise Drives Results Demonstrates Personal Excellence Live the Blue Box Values Will to Win / Integrity / Customer Commitment / Quality / Personal Accountability Teamwork / Respect for People / Good Citizenship THE OUTCOMES Business gains share globally Brand is stronger and share price higher Employee engagement is second to none More opportunities for employees to grow and develop AXP among the most admired companies in the world Challenges to Overcome Change Management Business Case Deployment Living it Cynicism Change Management The Journey – Language and Culture FROM TO Assessment Talent Development Management Leadership Satisfaction Engagement Fitting in Fitting in and standing out Strong structure Increased flexibility Market risk Global Innovation Change Management The Business Case for Change: The Forces at Play Employer Needs Lower cost and risk Enhanced Market Forces Increased globalization Transforming technologies Increased market volatility and uncertainty Intense competition Dislocation of whole sectors and millions of employees growth/performance Innovation and quality Customer intimacy Flexible “on demand” workforce Employee Needs Financial security Inspiring leadership Challenging work Involvement and control Information and knowledge Work/life effectiveness Demographic Forces Aging workforce Changing patterns of retirement Increased job mobility Potential shortage of skilled workers and possible over-supply of unskilled workers Source: Towers Perrin, Leon Potgieter: Global Mobility & Outsourcing Change Management Why Change? • There is a direct correlation between engaged employees and financial results • Average shareholder return increases in step with employee engagement • Hewitt’s research puts AXP in the top 20. 49% Average Employee Engagement 40% 25% Zone of Uncertainty Zone of Indifference 63% High Performing Companies 74% Best Employer 9.1% Destructive Zone 0% % Employee Engagement -3.4% 24.2% Best Results Zone Average Total Shareholder Return Source: Hewitt Associates Employee Engagement and Best Employer Database of 1,500 companies (1997-2003) 100% % Employee Engagement What’s Changing? Leadership development Talent Management Performance expectations Diversity and Inclusion Employee Survey Diversity & Inclusion: The Business Driven Aspirations Employees Customers & Markets Shareholders • Employee engagement that is second to none • Most admired employer globally • Deep, diverse talent pipelines at all levels • Deliver greater value to customers & increase customer experience across our diverse customer base • Attract new market segments & expand existing market share across all diverse segments • Boost employee engagement, driving productivity & intent to stay • Increase innovation & the flow of ideas • Maximize organizational teamwork & business results Our New Employee Survey - A Roadmap for driving the right Outcomes EMPLOYEE ENGAGEMENT INDEX Our Goal is to create an environment where all employees … Are proud to work for American Express Actively recommend American Express products and services to friends and family Are committed to helping to build the American Express brand Love American Express Are excited to come to work everyday Personally use American Express products and services Would rather work here than anyplace else Perform Above and Beyond Expectations Consistently deliver the brand promise of World Class Service, Personal Recognition Constantly think of ways to do their jobs better and incorporate new ideas Actively recommend American Express as a Great Place to Work Choose to stay with American Express
