Key findings from the report include:

The EI Advantage: Among emotionally intelligent companies (those that emphasize and promote EI), almost two-thirds (64%) strongly or somewhat agree that their organization "offers a high degree of empowerment with clear decision rights, incentives and risk tolerance."
EI Enhances the Customer Experience: Emotionally intelligent organizations report significantly stronger customer experiences (37% versus 8%) and higher levels of customer loyalty (40% versus 12%) and customer advocacy (31% versus 8%) than companies that don't perceive the value of EI or foster its development among their employees. Bottom line, corporate cultures that embrace risk and encourage strong interpersonal skills will foster higher employee engagement, which leads to better products, services and experiences for customers.
The EI Deficit and Disconnect: Less than one-fifth (18%) of respondents have EI ingrained in their corporate culture. Half of respondents are either neutral or uncommitted to EI, and one-third (33%) don't perceive its value to their organization. Even more troubling is that only one in 10 employers assesses company-wide EI skills.
Millennials Matter: Twenty—seven percent of survey respondents believe millennials expect purpose and meaning in their work, and place purpose high on their list of career priorities, well above incentives and rewards (10%) and technological advancements (5%). Employers must recognize and prioritize EI skills in attracting and retaining millennial employees.

"Change is hard, and cultural change is even harder," said Christian Clerc, president of Worldwide Hotel Operations at Four Seasons Hotels and Resorts. "More than ever, customers are seeking connections with the companies who serve them, and emotionally intelligent employees are the key to delivering an authentic customer experience."

Instant Insights /

Why Emotional Intelligence is Key in the Workplace

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