As I showed in the previous post, only 15% of large firms are very good at Employee Engagement. But that doesn’t mean it can’t be done. Here’s what Chris Nassetta, Hilton’s CEO, had to say about how he engages Hilton’s 500,000 employees:


I want every team member involved in our enterprise, which is over half a million team members serving our guests, [to have] a common vision, mission, values and key strategic priorities so that [they all] understand why we exist… When you are communicating with that large group of people there are challenges. But if you are disciplined about it and if you really focus on multiple forms of communications and you are consistent about how you communicate, you can get that kind of alignment.


My take: As with all of the customer experience competencies, Employee Engagement takes discipline to develop. Nassetta seems to understand this. He not only recognizes how important aligned employees are for Hilton’s business, but he also seems willing to spend his time to make it happen.

The bottom line: What are you doing to engage employees?

This blog post was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.