Customer experience is a key differentiator for businesses in today’s digital economy. It’s also a moving target; as technologies advance, customer expectations skyrocket, which makes it a real challenge to meet them (let alone exceed them).
So, why focus on employees, if it’s customer happiness you’re after?
Studies show that there’s an undeniable link between employee experience and customer experience. According to Forrester, companies with highly engaged employees score 81% higher in terms of customer satisfaction than their competitors. And new data shows that combining employee experience with customer experience can increase revenue by up to 50%.
Here are 5 steps to improve your employee experience for a better customer experience:
1. Give employees room to grow
There’s nothing less motivating than doing a job that’s too easy. Bore-outs are real, and if an employee doesn’t find the challenge they’re looking for within your organization, they’ll start searching elsewhere sooner or later.
Make sure that your employees reach their full potential by staying one step ahead and keeping them in the loop when new opportunities arise.
2. Don't micromanage
Unhappy, unmotivated employees don’t deliver strong customer experiences. At TOPdesk, we are big on trust, freedom, and responsibility. We trust our employees to come up with cool initiatives and ideas. And they always have the freedom to tackle their tasks whichever way they want, as long as they take responsibility for their work.
By taking a step back and empowering your employees to make the right decisions, you’ll motivate them to take initiative and help customers, without fear of failure.
Make employee wellbeing part of your organization's DNA - not just an issue for HR.
3. Listen to your team
An engaging work environment looks different for every organization. Rather than relying on your assumptions, speak to your employees to find out what they need in order to feel happy and motivated at work. Nobody can provide better insights into your team’s needs than your team themselves – and you might be surprised at what you discover.
4. Highlight employee wellbeing
Make sure to consider your employees’ wellbeing in all aspects of your business operations. Remember: our working lives are influenced by numerous factors inside and outside of the office, including social interactions, community, and physical and mental health, so it’s crucial to make employee wellbeing part of your organization’s DNA – not just an issue for HR. In doing so, you’ll be much better positioned to create an outstanding employee experience.
5. Focus on people before tools
Employees who use well-designed technology at work are 5.6 times more likely to report their company “has experienced extreme revenue growth” the past year. But with such an abundance of tools out there, it’s important to find tech that actually fits your people and makes their work easier. It might sound obvious, but lots of companies make the mistake of investing in flashy new tools, which employees have to work around, rather than choosing technology that supports their organizational needs.
Want to take your employee experience to the next level?
Our workforce enablement e-book provides you with practical tips and strategies for getting started with employee experience and creating an engaging, flexible work environment for your team.