Is your customer facing team fully engaged at work? That is not to mean they show up every single day, make calls with customers and go home. They should be fully engaged in making your company and its customers successful. Employee engagement is one of the main customer experience core competencies, and if your employees ar
e not engaged at work and in your business, the customer experience will greatly suffer. Employee engagements measure how much employees value their company as well as its customers. It is focused on evaluating business success and the role it plays in daily operations. Organizations are interested in monitoring employee engagements because it plays a major role in influencing customer satisfaction.
When it comes to employee engagements, here are some aspects you need to understand, in terms of benefits.
Stronger corporate alignment
When employees are more engaged with your business, they are more likely to contribute to its success. They will be five times more likely to pitch an idea that will improve the company. Even during situations where they are not contributing new ideas, engaged employees are still three times more likely to work for late hours since they are more invested in product and business. They will have a certain type of dedication to goals that helps a team meet deadlines set and achieve long term success.
Delightful customer experiences
Employee engagement can be great in helping with creating delightful customer experiences. It can lead to increased levels of customer satisfaction. This is the case because engaged employees create more delightful experiences for their customers and are more invested in products and businesses. Companies that have engaged employees have significant better customer experience than companies that don’t have. These companies have happier employees who are willing to provide above and beyond customer service.
Improved customer relations
Over time, consistent and delightful customer experiences helps in building rapport with customer base. Customers learn to trust that your business and its employees are full devoted for the long and short term success of a business. This leads to customer advocacy as people start to share positive experiences with potential leads. You can go beyond and encourage referrals by asking loyal customers to provide testimonials. Such stories show potential leads how wonderful your services are and how you are willing to ensure you meet all the demands of your customers.
Smooth internal collaboration
Employee engagements also leads to better customer interactions as well as internal interactions. When everyone is aligned towards the same goal, it becomes much easier for teams to work across different departments. Fewer data silos arise and tasks get completed without any frustrations and roadblocks. If marketing needs helps from sales, it becomes much easier to get things done through collaboration. Sales will be more willing to collaborate with marketing if they understand the problems marketing teams are facing.
There are different methods and strategies you can use to advance employee engagements. These methods include actions such as employee feedback programs, peer recognition, brainstorming sessions, company or team awards, volunteer training, guest speakers among others.