Can you afford to ignore your disengaged employees?

We often hear about how to better engage with employees, but what about the actively disengaged employee? Don't stick your head in the sand, says Mike Friend.

Tackling the drivers of both engagement and disengagement is critical to achieving high performance. The concepts of the service profit chain as proposed by Heskett, Sasser and Schlesinger in 1997 continue to resonate strongly with organisations interested in understanding the link between employee engagement and business performance. By addressing service delivery systems and raising employee engagement the model infers that organisations will generate greater customer satisfaction, loyalty, and ultimately better business performance. Upon this and other similar concepts has been based the whole employee engagement industry. Simply put, engagement matters and increasing the motivation and commitment of employees has a significant positive impact on business performance.