What do you think comes first? Employee engagement or higher performance? Are the members of your high performing teams engaged because that’s the team they’re on? Or is their performance better because they’re highly engaged in the company’s mission or purpose?
This is a critical question for many of us. Could it make a difference for your organization? In a study of 2,178 companies it was found that "engagement predicts performance in key areas—including customer engagement, employee retention, sales, and profit—better than performance predicts engagement (p. 155)." So the questions might be, "How engaged are your employees?" or "What causes employee engagement?"
I’m finding Human Sigma: Managing the Employee-Customer Encounter to be very helpful on this front and it’s particularly good in combination with Peak: How Great Companies Get Their Mojo from Maslow.