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There’s a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Unhappy employees lead to unhappy customers. It’s not quite as simple as that, but as a generalization it’s not too far off.
Employees are the driving factor behind customer satisfaction. Employee interactions set the tone for a positive or negative customer experience. When employees aren’t happy at work, their interactions with customers can, and almost always will, suffer. Over the course of time, this can have serious repercussions for a business.
The place where this becomes the most critical is any business where employees are directly interacting with customers, such as retail or food service. Historically underpaid and overworked, employees in these jobs are tasked with spending their entire shifts serving customers. They’re the ones being yelled at when the register doesn’t accept their coupon or an item is out of stock. They’re the ones who spend 30 minutes with a customer only to have them decide to buy their items online. It can be a thankless job, and it’s only made worse when the employees are treated like pawns in a game of chess.
This is where employee experience comes in. Companies need to start putting the same effort into taking care of their employees as they do taking care of their customers. If even a fraction of a customer experience budget was spent on employee experience, there would be a huge return on investment.
One of the easiest ways to enhance employee experience is to ask for and welcome employees’ feedback. They have great insight into customer needs. After all, they’re the ones who are directly interacting with customers and hearing their criticisms and compliments firsthand. Employees can be your biggest asset when it comes to customer satisfaction. Why not let them share their insights?
A large part of employee experience revolves around understanding what employees need and want and gaining insight into their work preferences. By learning about employee preferences, companies will be able to make necessary changes to the workplace. This isn’t to say that everything needs to revolve around employees’ demands, but there are many places where change can be enacted at a minimal cost and effort.
Another critical piece of the employee experience is training and development. Employees should be equipped with the skills they need to excel at their jobs and have opportunities to continue to learn and develop. They should be able to check in and touch base with their managers to keep track of their progress and discuss any questions or concerns as they arise.
Employee experience becomes even more important now, with Millennial and Gen Z employees demanding more from their employers than just a paycheck. They’re looking to make an impact. They want to be doing work that matters as part of a company that invests in its talent and treats employees fairly.
Showing employees that you value the work they’re doing is one of the easiest ways to boost their motivation. It can be as simple as saying thank you, to publicly acknowledging and celebrating their contributions. It’s not just the younger generations who crave recognition – no one likes to feel like the work they’re doing is going unnoticed.
It’s time to shift the mindset from employees working just to work, to acknowledging that they’re valuable contributors to a company’s success. Employees need to understand how important their role is and how their work fits into the bigger picture. They need to feel like their voices are being heard and they have respect from their managers. Most importantly, they need to be able to come to work and know that the next eight hours won’t be pure torture.
May 31, 2019 at 11:06PM
Forbes – Entrepreneurs