“Companies that lead in customer experience have 60% more engaged employees, and study after study has shown that investing in employee experience impacts the customer experience and can generate a high ROI for the company. .”
Forbes, Feb 2018
What it is
“Engaged” employees are emotionally committed to their job. They are dedicated to achieving the organisation’s goals and they live and breathe its values. An employee’s level of engagement is determined by their experience of working in and interacting with your organisation. Just as a customer’s level of satisfaction with your product is determined by their experience of using your product and interacting with you / your employees.
Why it’s important
When you’re engaged at work, everything you do is infused with purpose, energy and enthusiasm. You get more work done, and better quality work too. Imagine a workforce where everyone feels like this – consider the impact on mood, morale, output, creativity, turnover and profits! And imagine the resulting impact on the customer!
The “employee experience” is a key component of the customer experience. Any customer experience strategy should include a focus on improving the quality of the experience for employees. Engaged and loyal employees = satisfied and loyal customers. It’s as simple as that!
How we can help
We’ll consult with you on the best strategies for engaging your employees. Our approach begins with an UNDERSTAND phase, during which we gather as much employee insight as possible. We review any existing employee survey data, and conduct our own interviews and focus groups with employees, additional surveys or introduction of Voice of the Employee technology to capture up-to-date insight.
We’ll share our insights and recommendations and work with you to make improvements. This might involve an internal communications campaign, values in action work or targeted training programmes.
For employees to feel engaged, some basic human needs have to be met. Employees need to feel respected, challenged and recognised. They need to feel listened to and understood. Managers with high levels of emotional intelligence will be more successful when it comes to engaging their employees.