I am a big fan of measuring and improving employee engagement. I have been for decades now. I see what can happen to the customer experience with that kind of focus. It is encouraging and very, very good thing.

Now, to get personal …. how did I hire so many un-engaged employees?

I may not like the answer to that question but the answer is powerful.

Do I have an engagement problem or a hiring problem?

“Some companies don’t have an engagement problem, they have a hiring problem.” –Bob Kelleher

Engagement