Adam Hale, CEO of Sage People, said: "Many organizations have invested millions of dollars to build a customer interaction system strategy, but they know very little about their employees. They may not find that if employees don't like what they do, it is likely to affect the customer experience. "
Engagement: the working state of employees and the development prospect of enterprises.
Employee participation is the key to the success of an enterprise. Globalization and scientific and technological progress have broken the division of labor, emerged new industries and brought new jobs. There are fewer and fewer opportunities for face-to-face interaction between consumers and organizations, but they need to get relevant information immediately. Therefore, enterprises need employees to show flexibility, learning ability, adaptability and speed in addition to their daily basic efforts.
Engagement is employees' emotional commitment to the organization and its goals, so they are willing to make more efforts consciously and actively. Dedicated employees are emotionally and psychologically committed to their organization. He is satisfied with his work, proud of his contribution to the enterprise, and can intuitively understand the relationship between his work and the organizational mission.
Their active efforts and dedicated employees stand out among their peers who are engaged in business and slow to walk. These employees are willing to make more efforts, have enthusiasm for their work and are proud of their company. These people will promote innovation and enterprise progress. In contrast, employees' slackness will hurt the company more or less. They not only complain at work, but also always show this negative emotion. They wasted the managers' time and drove customers away.
Here, the human resources department can play an intermediary role, and play an important role between employee engagement and customer experience through training, recruitment and ensuring that employees' needs are met.
Happy employees = happy customers.
A person's feelings are contagious.
Imagine that you face a smiling orderer in a restaurant, and you will smile when you order. On the contrary, if the waiter is sad, you may lose your appetite for this meal. Emotion will have a chain reaction to the people around you.
The same is true of the customer experience. If your employees are engaged in their own work and love their work, they will solve problems for customers with a positive attitude. Your customers want to have a good time and enjoy the services provided by the company, but this is always related to their experience in the company. If the customer experiences a bad experience, it may lead to the permanent loss of customers.
Take Virgin Atlantic as an example. The company has always believed that employees come first. If you learn to take care of employees properly, the attitude of employees will also be passed on to customers. Richard Branson once said, "If employees are treated well, they will be very happy and adjust their work to a positive state. Happy employees are proud and proud, and they will provide excellent customer service to promote business success. "
Virgin Atlantic Airlines has distributed all the money it won in the lawsuit against British Airways to its employees. This year, the airline also announced that flight attendants no longer need makeup at work, and skirts are not a necessity for uniforms.
Therefore, if you want to create the ultimate customer experience and interact with customers, you first need to focus on interacting with your employees and create a happy internal workplace.
Induction training to promote standardized management
When building a dedicated workforce, a good starting point is to always hire the right people first. What kind of natural energy and personality did you interview? What personal qualities do they need to be the best?
When employees are in a good mood, they will naturally devote themselves to their work. Enthusiastic and meaningful work or recognition of organizational values and corporate culture may promote employee participation. Therefore, when you find the right person, it is easier to create dedicated employees, because they are likely to be consistent with the company or position.
After joining the job, it is training. Employees need to know how to implement the company's "good customer experience". In this way, it is necessary to have corresponding work indicators to judge the quality of customer experience, and enterprises need to train employees to optimize the implementation of this indicator. Enterprises should train and educate all new employees so that they can understand the real scene of their relationship with customers, so that they can prepare for any possible interaction.
Write it at the end
The relationship between customer satisfaction and employee engagement is endless, because satisfied customers also play a role in employee engagement. Once your customers are satisfied, it will have an impact on your employees. When employees know that they are doing well, their job satisfaction will be improved, which will enable them to maintain their professionalism and keep satisfied customers. This is a win-win situation.