In the realm of corporate leadership, Key Performance Indicators (KPIs) have traditionally centred on financial metrics, productivity rates, and operational efficiency. But here’s the kicker — the real engine behind sustainable high performance isn’t just numbers on a spreadsheet. It’s human connection. Presence. Trust that actually sticks. Leaders who cultivate genuine relationships within their teams don’t just get better engagement scores — they unlock performance, resilience, and influence that’s measurable and undeniable.
The Traditional View of KPIs
KPIs have long been the gold standard for assessing organisational health. Metrics such as revenue growth, profit margins, and customer satisfaction scores provide tangible benchmarks for success. While these indicators remain crucial, they miss the pulse of the organisation, the way people show up for each other, the unspoken energy that drives collaboration, innovation, and loyalty. The challenge lies in integrating human-centric metrics into the KPI framework, because without them, you’re flying blind.
The Power of Human Connection in Leadership
Human connection in leadership manifests through trust, empathy, and presence-driven communication. Leaders who prioritise these elements foster environments where team members feel seen, heard, and valued. This relational approach leads to:
Enhanced Trust and Engagement: When leaders actually show up for their people, engagement isn’t a survey score, it’s a movement. Teams operate in flow, and they follow leaders who are fully present.
Improved Team Cohesion: Connection translates into effortless collaboration. Misunderstandings drop. Energy rises. Teams operate like a well-tuned orchestra instead of a cacophony of disconnected self-interested players.
Fostering Psychological Safety: People take risks, speak their truth, and innovate when they know their leaders have their back. Psychological safety isn’t a another checkbox but the space you create that allows brilliance to emerge. (As a side-note it is also a hallmark of creativity in entrepreneurs - when safety drops so does innovation).
Academic Insights Supporting Human Connection as a KPI
Recent studies provide empirical evidence linking human connection to organisational outcomes:
Crucial Learning's 2025 Study: An analysis revealed that nearly half of a team's performance is influenced by relationship factors such as feeling understood and resolving interpersonal conflicts swiftly. In other words, connection isn’t fluffy. It’s measurable, and it moves the needle. (cruciallearning.com)
MDPI's 2021 Study: Research indicated that relational capital positively affects both explicit and tacit knowledge sharing, which in turn enhances organisational performance. Translation: the stronger your relational infrastructure, the smarter, faster, and more adaptable your organisation becomes. (mdpi.com)
CBER UK's 2019 Study: Leadership and relationship capital significantly influence employees' intention to stay, highlighting the importance of communication, trust, and commitment. Connection drives retention. Leaders who ignore it pay a price in turnover, in morale, and lost influence. (cberuk.com)
Implementing Human Connection as a KPI
To harness the power of human connection, leaders can adopt the following strategies:
Assessment Tools: Utilise surveys and feedback mechanisms to gauge the strength of team relationships and identify areas for improvement. But don’t just tick boxes — look for the energy behind the answers, the gaps between what’s said and what’s lived.
Integration into Performance Reviews: Incorporate relational metrics into regular performance evaluations to emphasise their importance. Presence matters as much as output — and the best leaders are measured on how people feel about showing up for them.
Continuous Improvement: Provide training and development opportunities focused on enhancing interpersonal skills and fostering a culture of trust. Leadership is a practice — a discipline of showing up fully, consistently, and visibly for your people.
Case Studies and Real-World Applications
Organisations that have embraced human connection as a KPI report measurable results:
Case Study 1: FedEx – LEAD1 Emotional Intelligence Program
Overview: FedEx implemented an emotional intelligence (EI) training program called LEAD1 to enhance leadership effectiveness among new managers.
Key Actions:
The program included a five-day course followed by a six-month coaching process, focusing on self-awareness, self-management, and people-leadership skills.
Participants utilized the Six Seconds Emotional Intelligence Assessment (SEI) to identify strengths and areas for improvement.
Results:
A median increase of 8% to 11% in EI competencies was observed across eight LEAD1 cohorts.
Statistical analysis indicated a highly significant improvement (p < 0.0001), demonstrating the effectiveness of EI training in enhancing leadership capabilities.
Source: Six Seconds Emotional Intelligence Network
Case Study 2: Crowne Plaza – "Dare to Connect" EI Program
Overview: Crowne Plaza Hotels & Resorts launched the "Dare to Connect" program across four UK locations to improve customer service through emotional intelligence training.
Key Actions:
The program aimed to enhance staff awareness of guests' emotional needs and improve interpersonal interactions.
Training focused on developing empathy, active listening, and emotional regulation skills among employees.
Results:
The initiative led to improved customer satisfaction scores, as staff were better equipped to connect with guests on an emotional level.
Positive feedback highlighted the impact of emotionally intelligent interactions on guest experiences.
Source: Sigma Assessment Systems
Human Connection Is The Future of Organisation
As the corporate landscape evolves, so too must our approach to leadership and performance measurement. Connection is the KPI that underpins everything else. By recognising human connection as a measurable driver of success, leaders can cultivate trust, resilience, and influence that thrives. Presence, relationship, and trust are far beyond “soft skills.” They’re hard metrics that deliver real results. Leaders who get this, win.