Recognize the Right Behaviors * Learn More from Aberdeen

I was pleased last month to have the opportunity to host Aberdeen Group Research Analyst Mollie Lombardi in a webinar on: “Recognizing the Right Behaviors to Achieve Company Objectives.” (Available for download)

Mollie will shared insights uncovered in recent Aberdeen reports: “Beyond Satisfaction: Engaging Employees to Retain Customers” and “Globoforce: Recognizing the Right Behaviors to Achieve Company Objectives” and how they relate to today’s business climate.

Specifically we discussed the challenges driving engagement efforts (largely changing customer expectations and the need to tap into creativity and innovation) and the business results that come from engagement (increased customer satisfaction/loyalty, decreased turnover/retention, and increased percentage of key vacancies filled internally).

I also appreciated how Mollie defined the difference between satisfaction (a one way street) and engagement (what drives business value in a virtuous circle) as well as the definition of engagement itself – aligning individual priorities, goals and desires with the needs of the organization in order to deliver business results. Engagement is about alignment, but it’s also about fit. You’re not trying to bend employees to your will, but finding those who fit and then amplifying that.

We also looked at case studies in this area from Avnet, Intuit and Quintiles, and how the achieved the main benefits of a culture of recognition seen in best-in-class (as defined by Aberdeen) organizations:
• Performance goals and development plans understood and agreed to
• Managers provide regular, informal feedback
• Formal recognition in place
• Alignment in rewarding and recognizing the right behaviors
• Aligning reward and recognition to the desires of the individual

Mollie also discussed the importance of championing engagement efforts, but also noted that best-in-class organizations have the primary champion of CEO or president. This must come from the top with leaders that will walk the walk as well as talk the talk.

Why is all this critical? As Mollie pointed out, 2010 is the year that people will say: “I wish I thought about engagement last year.” This is especially true as we emerge from the recession and options for your employees open up.

Be sure to download the webinar to hear more of Mollie’s insights along with examples in the real world from companies like yours.