Putting People First: When Employees Are the Company's Focus, Everybody Wins

摘要

"IF WE HAVE ENGAGED employees, they'll provide a great customer experience," says Dennis Gilmore, CEO of the Santa Ana, Calif-based real estate and financial services firm. "That, together with running our business efficiently, will drive superior shareholder returns. But it all starts with our people."First American, a provider of title insurance, settlement services, and risk solutions for real estate transactions, with revenues of $5.2 billion, has delivered average shareholder returns of more than 20% over the past five years, giving proof of the success of this philosophy and the company's values.Gilmore says the company puts a premium on ensuring that employees know they are important to the company. The message seems to resonate with its more than 10,000 U.S. employees, the vast majority of whom say they feel valued and respected. A recent survey shows that 90% of them are proud to be associated with First American. A similar percentage say they understand how their work contributes to meeting company goals, And as proof that engaged employees benefit customers, 93% rate First American as truly customer oriented.