Social media on the inside: Are firms missing the point?by
By enriching the employee experience with imaginative social media platforms, interactions and relationship capital can be measured and customers get the benefits of employees’ new levels of energy and enthusiasm, explains Leon Benjamin.
Are customers suffering from ‘work rage’? This phenomenon hit the news as far back as 2001 when Gallup surveyed 1.4 million workers via 100,000 divisions in North America and Europe. They discovered that 17% found work satisfying, 63% were not committed and actively looking elsewhere and 20% were disenchanted, disaffected and often militant in expressing dissatisfaction. Also reported at this time, 80% of men and 71% of women were unhappy with the number of hours they work and 72% of managers were criticised by family and friends for overwork - all this resulting in a one in five chance of a customer interacting with a disaffected employee and, crucially, the loss of a valuable customer relationship.