A company’s sole priority is to operate a steady and successful business. This can only be done if and when customer satisfaction is consistent with what you’re selling them. But there’s another variable crucial for the overall success of a business and that’s employee engagement.
It is the combined efforts of your employees to regularly conduct sales that keep your company afloat. Forbes considers employee engagement to be “the wonder drug for customer satisfaction.”
To prove this statement, Forsee conducted an examination to determine how employee engagement leads to customer satisfaction, otherwise known as the symmetry of attention. So Foresee put out two surveys. One survey to employees and the other one to customers from numerous businesses, including high-profile ones like Apple, Costco and Ann Taylor.
Once the results were compared and contrasted, it was found that businesses that got top scores in both surveys got the biggest benefits. Turns out that companies with the best employee satisfaction can influence customer satisfaction directly and positively. In other words, when employees feel trusted, empowered and engaged in their work, they are bound to deliver powerful customer satisfaction.
Happier employees produce happier and satisfied customers
And it’s a good thing there are a plethora of statistics to back up this claim.
In “The State of the American Workplace” by Gallup, it is reported that satisfied employees can potentially improve customer relationships. This leads to a 20% increase in sales.
According to a report by QSR, Chick-fil-A ranked above other fast-food restaurants in terms of politeness and revenue per restaurant. This is because of their amazing customer service which Chick-fil-A credits to its employees.
Then in the 2016 Employee Engagement Benchmark Study by The Tempkin Group, it is reported that companies that have employees who are one-and-a-half times engaged in their work, excel in customer experience.
How companies can improve employee engagement to increase customer satisfaction
To put it bluntly, it is clear as day that customers are happy when employees are happy. So let’s look into how companies can improve employee engagement, which will ultimately bring in more customers:
Find Out What Isn’t Working
If your employees are disengaged, then isolate the source of their problems so you can eliminate it. To do this, you need to identify areas that require improvement and use the results to improve your internal communication strategy for employee engagement.
Some of the main reasons why companies fail to engage their employees properly are due to:
- Limited company culture
- Poor communication
- Core values being ignored
- Not encouraging employee feedback
- Lack of professional growth and development opportunities
Arguably, one of the best ways to boost employee engagement at workplaces is to bring about flexibility. With this move, you are encouraging employees to customize their location, schedule or work style that best suits them.
Unfortunately, there aren’t a lot of managers who trust their employees to get their work done unsupervised. However, you would be surprised to be proven otherwise. When employees work flexibly instead of 9-5, they end up becoming more happy, productive and engaged at the office.
Use the Proper Employee Engagement Survey
Employees expect action right after a company asks for their opinion. Employee surveys are excellent examples of this. However, there are businesses that collect data that is either impossible or irrelevant to act upon. Ensure the survey data you gather is relevant, specific and doable for any team at any organization. This data should also prove to influence a company’s key performance metrics.
Always Be Open and Sincere
It is the sincere internal communication or interaction between management and employees that cultivates trust and develops teamwork. As the employer, you have to do your best to establish a genuine relationship with your workers to build a trusting environment.
By encouraging an open environment at workplaces, employees will feel more confident and bold in sharing things with their colleagues. As a result, employees will also strive to be honest.
Improve Your Company’s Onboarding Experience
Report says according to 69% of employees projects to stay with an organization for three years following a positive onboarding experience. This means that you need to put a great deal of effort into nailing that first impression. When you improve your company’s onboarding experience, you can start off on the right track with your new hires.
By successfully onboarding and training your employees, they can perform their jobs more effectively. As such the new hires can also form a close and trusting bond with their new colleagues. Take the time to make a proper onboarding program so that it leaves a good, lasting impression on new hires, instead of forcing them into it.
Ask for Feedback
Another way to buff up employee engagement at the office is to ask employees for their feedback. Usually, it is the employers providing feedback to employees, about the office environment, the working styles of workers, workload and more. But now it’s time to bring about a mutual feedback system. This is important especially if you want your employees to give you feedback on a new design concept or a certain proposal.
After all, asking employees for their feedback makes them feel as if their opinions matter and that they really belong in the company.
Maintain Internal & External Communications
Internal communication is another tactic that employers can use to create a better work environment for their employees. Openly communicating about sales numbers, organizational changes and other stuff can create a transparent and effective area for employees to thrive in. As a result, not only does this increase employee satisfaction, but it also reduces turnover rates and attracts new talent.
Having effective external communication is also important, especially when it comes to controlling negative information about the company. For example, if or when a company develops a new product that can revolutionize the market, it’s vital not to share that info with competitors. However, they can tell their valued customers, partners, and investors about it as a way to safeguard their trust and loyalty.
Provide Development Opportunities
The lack of any personal development and education opportunities results in unsatisfied employees who may end up quitting the company. Therefore, it is pivotal to create opportunities that allow employees to grow both as individuals and as employees. Define each of the new roles to your employees, like the responsibilities of these roles and how they contribute to the company’s goals and vision.
Allow Breaks at Workplace
Taking breaks is essential as it allows employees to recharge their batteries. So don’t forget to inform your employees to take a short break of 5 to 10 minutes from time to time. With this, employees can loosen up after working on a stressful task, documentation or proposal that requires complete attention.
Set up an alarm on your watch, smartphone or computer to remind you that you need to take breaks and rest your mind a bit. Employees work harder after they witness that you care more for their wellbeing than just making sales.
So now, it’s clear as day that employees are just as valuable as customers when it comes to a company’s overall success. Without an engaged workforce, an employer can’t expect their customer satisfaction with the company products and services. Therefore, it is imperative that you adhere strongly to all of the above strategies if you wish to see both your customers and employees happy.