Why Positive Customer Experiences Hinge on Employee Engagement

Most business leaders will tell you that customers and their experiences are the most important part of business. They also acknowledge that employee engagement is pivotal to the success of their business. After all, employees are the ones who will help form a first impression of your brand- and if they are feeling demotivated it is likely that they will not delivery during the first interaction.

An article on the Entrepreneur website lists four ways leaders can ensure employees are primed to deliver first-rate customer experience:

  1. Shorten Feedback Loops
    It’s become the norm to only give employees feedback twice a year. However, the half-a year gap in between gives employees the impression that feedback is being provided only because leaders are being obliged to. As evidence for shortening the feedback loops, Forbes notes that 43% of highly engaged employees get feedback at least once a week, compared to 18% of employees with low engagement.
  2. Tap into Your Employees’ Customer Insights
    It is widely known that high employee engagement mutually benefits the company and its staff. This is particularly apparent by simply sitting down with employees and asking for their thoughts and ideas, based on their front-line customer experience. in doing so, they will be more appreciative of you taking the time to heat, discuss and consider what they say, while you will come away with some crucial customer insights.
  3. Adopt a Personal Approach
    There are a few ways to let your employees know that you appreciate all that they do for the business- however, it should go further than the standard note. In the digital age, everything seems to be done via email including “well dones” and “thank yous”. While any appreciative comment should be recognized, delivering it in handwritten form makes it a little more personal.
  4. Communicate Your Goals
    More than one in ten employees are disengaged at work, according to statistics. The reasons behind their disengagement at work might be more straightforward than you would think. Perhaps they feel they are not able to work to their full potential because they are not being included in essential project plans and goals.

Read the full article here.

About PoliteMail

With PoliteMail You Can Create, Send and Track Email Newsletters and Email Campaigns Right from Outlook, with PoliteMail Software.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s