In the business world, improving your customer experience is obvious. Without a positive customer environment, even the best products and services will struggle to survive. But in their efforts, most organizations overlook one of the most obvious ways to strengthen the customer experience, engaging employees. Research has illustrated time and time again the direct link between employee engagement and customer experience. In fact, a recent study found that organizations with high rates of employee engagement have also seen up to four times more profitability than similar businesses. In our article today, we’ll take a look at just a few ways investing in employees contributes to a greater customer experience.
Instill A Sense Of Ownership
When companies create positive experiences and treat employees well, it naturally establishes a sense of ownership and pride. Employees who know their work is valued and appreciated increase their efforts to work hard and provide an exceptional customer experience. They see firsthand how the company has uplifted them and want to share that with others. Valued employees go the extra mile, defend their organization, and become authentic brand ambassadors.
Build A Culture Of Trust
Customers expect more from companies than just quality products and affordable prices. In order to maintain long term trust and support, businesses also need to demonstrate a sense of ethical understanding and community outreach. Customers are now more aware than ever that their money supports not only what they buy, but also the ideals and values of the organization. They look for brands that demonstrate fairness, equality, and other positive attributes. When companies genuinely go out of their way to help employees and offer a satisfying work experience, those values create trust and respect from both potential and existing customers.
Improved Customer Service
A large part of successful employee engagement comes from providing employees with the tools and resources they need to work quickly, easily, and effectively. When workers have access to the resources they need, they naturally feel less stress, more enabled, and better able to perform all of their abilities. This means not only happier workers and a positive work environment, but also better informed, faster working, and higher quality service for customers at every stage of the organization.
Bring The Best Ideas To Light
Company changing innovations often go overlooked because employees either don’t have a way to share ideas or feel uncomfortable sharing in their work environment. When leaders take the time to listen to workers and show they trust and care about them individually, everyone benefits from the experience. Engaged employees enjoy where they work and openly share thoughts and new ideas. This trust and communication helps companies implement the best ideas and naturally improve the overall customer experience.
Customer service is without a doubt one of the most important aspects of business success, but even the best customer service will suffer without highly engaged, dedicated employees. At MangoApps, we help companies of every size improve employee communication, collaboration, happiness, and success. To learn more about employee engagement, creating a positive customer experience, or to see MangoApps in action, contact us or schedule a personalized demo today.