This, This Is An Engaged Workforce!

6 Aug

One term that is tossed about in our world of employee engagement is “discretionary effort”, the notion that a more engaged employee will choose to take on extra duties or go the extra mile. I’ve often thought of it as “work employees choose to do even when nobody is looking”.

If this term seems unclear to you, take seven minutes from you day to watch the following video from Southwest Airlines. This IS discretionary effort! Importantly, the “link” between a more engaged workforce and more loyal customers is crystal clear– why can’t more folks see this?

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