Most companies put a great deal of focus on providing great customer experiences but when was the last time the employee experience was considered?
Let’s be honest, often times, angry employees project their negative feelings onto customers (and colleagues for that matter) contributing to the cycle of losing customers due to poor performance and bad attitudes.
The pandemic-produced worker shortage coupled with the understanding that employees are the key to making or breaking a phenomenal client experience, smart companies are now asking its employees what they need have a fulfilling work experience. Employee engagement is becoming a strong trend.
So to answer an obvious question, yes, happy employees equate to happy customers.
Happy employees do, in fact, increase customer satisfaction. In a study conducted by Gallup, energized and engaged employees who are passionate and know their purpose are 21% more productive than non-engaged employees. Their drive makes them more detail oriented, more likely to complete assignments on time, and resolve problems quicker. All of which translate into increased customer satisfaction.
How are companies making employees happy? Companies are asking for feedback. According to Forbes.com, Gen Z is interested in more than just their pay…they want to be part of ethical organizations where their work makes a difference in the local and global community.
Surveys are a great way to find out exactly what employees are looking for in the workplace. Combining feedback from both employee and customer surveys will provide invaluable insight into a company’s strengths and weaknesses. It is important to use this information to further elevate the experience of both employee and customer. A little known fact is that employees want to be provided with tools and training to achieve clear expectations.
What practices do you have in your company? Let us know in the comment section below and remember…whatever you do, make it a great day!