“If we take care of our associates and if we take care of our customers, everything else will take care of itself.” The Home Depot’s culture was founded on this simple premise when it first opened its doors over 35 years ago. However, the connection between leadership behavior, associate engagement, customer satisfaction, and profit had never been systematically studied until now. In this keynote video, Joe Garcia, Ph.D., Senior Director of Talent Management at The Home Depot, explains the results of this major research, describes the factors that make the most difference in fostering associate engagement, and what connection it has to customer satisfaction and profit.
Key insights include:
- Key elements to consider when trying to measure employee engagement.
- The foundational factors that directly impact employee engagement levels.
- The relationship between employee engagement, customer satisfaction, and financial metrics
- How The Home Depot is applying these insights to core HR processes and strategies (e.g., recruiting, learning and development, performance management, etc.).