In a new series called “Perfect Company,” Quartz is spotlighting corporate leaders who set great examples as “pockets of excellence.” Recently, former CEO of Yum! Brands David Novak wrote on the topic of creating a culture of engagement.
One of my personal favorite stories from Novak’s tenure at Yum! was that he frequently got out in the field to observe restaurants in action. After visiting Taco Bells, for example, he found that from a diner’s perspective, employees had their backs turned to customers after the interaction of ordering for the entirety of the customer experience. Novak made investments to turn the customer experience around, both figuratively and literally.
In his recent article in Quartz, he writes about his time visiting workplaces around the world. Novak says when employee recognition displays were dusty and employees used phrases like “Back in the good old days…,” it was a sign of “an opportunity for leaders to harness the power of recognition and revitalize company culture.”
He writes that it is the job of managers to “prove that ‘the good old days’ are right now, by making people feel appreciated and respected in their daily work, and, in turn, energizing and focusing on the present and future.” Novak presents a rather interesting argument that employees could be considered ‘customers’ of managers, ‘buying’ the leadership they’re ‘selling.’
“If you put people first by focusing on their capabilities and recognizing what they do, you satisfy more customers, and, in turn, build more business, make more money and drive results,” Novak adds.
Our team at CultureNext works daily to promote and measure the connection between employee engagement and customer satisfaction. When people are a priority to an organization, aside from delivering better service to customers, employees also stay with the company longer and become more productive with their time, putting in more energy for a company where they feel valued.
Novak cites results from a survey he commissioned for his book, “O GREAT ONE! A Little Story About the Awesome Power of Recognition:”
- 82 percent of employed Americans feel they are not recognized enough my leaders in their organizations.
- 40 percent of Americans say they would put more energy in their work if they were recognized more often.
As he writes in the article, Yum! Brands grew under Novak’s leadership because of his focus on employee engagement and exceptional customer service. His experience at Yum! presents a beacon of hope for leaders struggling to grow and to keep customers: Put people first and business will thrive.
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