THE RECENT TREND IN CUSTOMER EXPERIENCE = A POSITIVE EMPLOYEE EXPERIENCE. WHAT DOES IT ALL MEAN?
YOU SUCCESSFULLY ENGAGE WITH EMPLOYEES?
We’ve all heard of how important it is to engage with employees and provide a positive culture in the workplace to reduce turnover, absenteeism, preserve knowledge and IP, and increase the bottom-line.
Engaging with employees for a positive experience can be done in a fairly minimalist way but with great outcomes for smaller businesses, or as part of a very structured function within a HR / L&D department with a higher dollar spend with clear Return on Investment.
However, the latest buzz words on employee experience, is the direct correlation with your customer’s experience, and vice-versa.
IT'S A NEW TAKE ON WHAT IS ESSENTIALLY A VERY RATIONALE ARGUMENT - IF YOUR CUSTOMER HAS A GREAT EXPERIENCE, IT'S HIGHLY LIKELY YOUR EMPLOYEES ARE TOO BECAUSE YOUR EMPLOYEES ARE THE DRIVING FORCE BEHIND YOUR CUSTOMER'S INTERACTIONS
Put simply, whether through technology with apps, emails, live chat, phone or face-to-face, how your employees interact with your customers has a direct correlation on how your employees are feeling about:
Coming to work
Feeling motivated at work
Wanting to do a good job and go the extra step to put a smile on someone’s face or resolve an issue
Retention, as well as maintaining / increase their knowledge
Companies who can demonstrate clear statistics of a great customer experience, should be able to demonstrate a better-than-average employee experience. By thinking of how the two can align, these positive experiences can feed off each other to increase brand, loyalty, sales and profits.
What should you do?
Take stock of your customer / commercial data – see how well you understand data on customers satisfaction, and how this aligns with employee-generated data
Think about how customers and employee values should align
Brand is king:
- You market your brand to customers and what your brand can provide, ensuring loyalty and return service;
- For employees, it is about brand too – your employee’s and company values should align to your brand, with a deep understanding of bothIf you have a HR team and a Marketing team, make sure they are talking – values and brand drive this synerg
