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A Key Driver of Customer Loyalty is Employee Engagement-So How Do You Build an Engaged Workforce?

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Product Id : 701673
Instructor: Lisa Barrington

Training Options Duration: 60 Minutes
Wednesday,   March 29, 2017   |    10:00 AM PDT | 01:00 PM EDT



online training only for one participant

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The use of this seal confirms that this activity has met HR Certification Institutes (HRCI) criteria for recertification credit pre-approval.

This activity has been approved for 1 HR (General) recertification credit hours toward aPHR, PHR, PHRca, SPHR, GPHR, PHRi and SPHRi recertification through HR Certification Institute (HRCI). Please make note of the activity ID number on your recertification application form. For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org."

Overview: Employee engagement is most definitely an important business concern. Your company's bottom line is directly tied to your employees'engagement. We first saw the impact of employee engagement on the bottom line in a 1994 Harvard Business Review study. The Service-Profit Chain explained how job design and leadership practices affect employee satisfaction, which in turn creates superior customer service, driving customer satisfaction and loyalty, resulting in greater revenues and profits.

In a 2010 study from Harvard Business Review, Davenport, Harris, and Shapiro observed that almost every company they studied placed an emphasis on employee engagement, including some well-known brands such as Starbucks and Best Buy. Why? Because these companies have figured out how to measure the effect improved engagement has on the bottom line. For example, Best Buy knows that for every 0.1% increase in store-level engagement scores, the corresponding store enjoys a $100,000 increase in annual operating income.

Areas Covered in the Session:
  • Service Profit Chain/Gallup studies (set the stage for the connection between engagement and service/loyalty)
  • The Proof-companies who took action and their results(e.g. Best Buy)
  • What to do? What leadership actions are the most impactful and doable

Who Will Benefit:
  • HR Leaders
  • HR Senior Managers
  • HR Directors
  • Organizational Supervisors
  • Managers
  • Leadership
Lisa Barrington Lisa is a certified coach, certified HR consultant, and speaker with over 25 years of experience. Her experience spans companies of all sizes and sectors, including health care, higher education, finance, travel, and technology. Along the way, Lisa discovered that her true passion is helping individuals and organizations achieve more through coaching.

Lisa’s enthusiasm for coaching leaders led her to pursue additional education in the field of personal and leadership coaching. She was very excited to use her experience and training to build a coaching program at one of the largest universities in the U.S. She continues to serve as an adjunct coach at this university.

As an organizational coach, Lisa has helped many leaders enhance their careers and leadership effectiveness through greater self-awareness. In her private coaching practice, she’s had great success helping clients work through challenging life or career transitions, start up new businesses, and achieve personal goals.

Lisa is currently pursuing a Ph.D. in Organizational Psychology. Lisa holds a Bachelor of Science in Business Administration and a Master of Arts in Organizational Management. She is a certified coach (ACC) through the International Coach Federation as well as a Board Certified Coach (BCC(; certified as a Senior Professional in Human Resources (SPHR) through the Human Resources Certification Institute; and a Senior Certified Professional through the Society for Human Resources (SHRM).

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