How to improve employee engagement

Enterprises hope that customers can have the best experience during the service process, so as to improve customer satisfaction and return rates. Employees within an organization are the group who have direct contact with customers, and customer experience is directly related to employee engagement.

Adam Hale, CEO of Sage People, said: “Many organizations invest millions of dollars in customer engagement strategies but know little about their employees. They may not realize that if employees If you don’t like the work you do, it is likely to affect the customer experience. ”

Engagement: the working status of employees and the development prospects of the company

Employee engagement is the success of the company. key. Globalization and technological progress have disrupted the division of labor in industries, new industries have emerged, and new jobs have also been created. Consumers have fewer opportunities to interact with organizations face-to-face, but demand immediate access to relevant information. As a result, businesses need employees to demonstrate flexibility, learning, adaptability and speed beyond the basic daily hard work.

Engagement is the emotional commitment of employees to the organization and its goals, and therefore the willingness to consciously and proactively invest more effort. Engaged employees are emotionally and psychologically committed to their organization. He is satisfied with his job, proud of his contribution to the business, and intuitively understands the connection between his work and the mission of the organization.

The positive efforts they make in their positions, dedicated employees stand out from their peers who are inactive and idle. These employees are willing to go the extra mile, are enthusiastic about their work, and are proud of their company. These people will drive innovation and advance the business. In contrast, disengaged employees will cause more or less damage to the company. Not only do they complain about their work, but they also always express their negative emotions. They cost management time and drive away customers.

Here, HR can play an important role as an intermediary between employee engagement and customer experience by training, hiring and ensuring employee needs are met.

Happy employees = happy customers

A person’s feelings are contagious.

Imagine that you are facing a smiling orderer in a restaurant, and you can’t help but smile during the ordering process; on the contrary, if the waiter is frowning, you may be disappointed. I have no appetite for food. Emotions have a ripple effect on those around them.

The same goes for customer experience. If your employees are engaged and love their jobs, they will have a positive attitude and solve problems for customers. Your customers want to have a great time and enjoy the services your business has to offer, but it's always about their experience with the company. If a customer has a bad experience, it can result in losing that customer permanently.

Take the British airline Virgin Atlantic as an example. The company has always believed that employees come first. If you learn to take proper care of your employees, their attitude will be passed on to your customers. Richard Branson once said: "If you treat your employees well, they will be happy and adjust their work to a positive state. Happy employees are proud and proud, and they will provide excellent customer service, thus driving business success."

Virgin Airways once distributed all the money it won from the lawsuit with British Airways among its employees. This year the airline also announced that it will no longer require flight attendants to wear makeup at work, and their uniforms do not have to wear skirts.

So if you want to create the ultimate customer experience and engage with your customers, you first need to focus on engaging with your own employees to create a happy internal workplace.

Onboarding and Training Promoting Standardized Management

A good place to start when building an engaged workforce is to always hire the right people first. What kind of natural energy and personality does the person you are interviewing have? What personal qualities do they need to be their best?

When employees feel good, they will naturally be dedicated to their work. Employee engagement may be fueled by passion, meaningful work or identification with an organization's values ??and culture.

So when you find the right people, it's easier to create engaged employees because they're likely already aligned with the company or role.

After onboarding comes training. Employees need to know how to execute the company's "good customer experience." In this way, there need to be corresponding work indicators to judge a good customer experience, and companies need to train employees to optimize the implementation of this indicator. All new employees should be trained and educated on real-life scenarios of customer relationships to prepare them for any interactions they may have.

Written at the end

The connection between customer satisfaction and employee engagement is a never-ending cycle because satisfied customers also play a role in employee engagement. Once your customers are happy, it will have an impact on your employees. Job satisfaction increases when employees know they are doing a good job, which will keep them engaged in maintaining satisfied customers. It's a total win-win situation.