Customer Experience Is Directly Related to Employee Engagement
May 20, 2018
Employee engagement is the foundation for every company’s reputation.
Chances are you’ve dealt with a disengaged employee. A cashier who is more concerned with lunch plans than scanning groceries. Or an empathy depleted insurance claim rep. Even if they’re just a bad apple, at that moment, they are the face of that company.
To make matters worse angry customers are far more motivated to leave a bad review. Considering that most consumers read them, bad reviews hurt.
The main ingredient of a good review
Let’s hop over to the positive side of the customer service experience. Whether it be the airline employee who (without you requesting) upgraded you to first class or a waiter who ran to the Quick Stop to ensure you had your beverage of choice – we’ve all experienced the effects of an engaged employee. For some companies, this level of engagement is legendary; Ritz Carlton, Zappos, and Trader Joe’s were called out by Forbes Magazine in early 2018 for their passion in this regard.
Employee engagement happens when employees care, and when your employees are engaged, quality service is achieved.
Four attributes of an engaged staff
Just as most of us can decipher the difference between an engaged employee and one who’d rather be doing anything else, we can also recognize a company that values employee engagement. Below are four examples of how a staff who cares can make your brand the best in of your industry.
- A relentless desire to please. This doesn’t mean abandoning dignity and intellect. Engaged employees are much more likely to possess a genuine desire to provide their customers with a stress-free – beyond-merely-satisfying – experience. At nexVortex we call it Uncommon Commitment.
- Their actions provide “free advertising.” You pay all your employees for their brainpower or labor but a staff that cares provides promotional value at no additional cost. Word of mouth advertising is powerful, when a customer is blown away, they’re far more likely to share their experience. Furthermore, employee engagement establishes a deeper sense of character within a company’s brand.
- Thick-skins save accounts. Managing a difficult client, or customer, takes humility. An understanding of where circumstances fit into the bigger picture, including emotional responses, becomes more difficult for a rep who’d rather be doing something else.
- Satisfied customers cost less. When an employee takes the time to understand what their customer wants, returns, exchanges and cancellations are far less likely. Also, making up for bad experiences through comps and discounts can be costly – and damaging to a company’s brand image. Better to give great service and treat your customers well than to provide poor service and make discounting and comps a habit.
One of the worst things a managing team can do is to act in a way which disengages a staff that truly cares. Managers and company owners should avoid what Robert Pirsig called, “gumption traps.” A gumption trap is an event or mindset that can cause a person to lose enthusiasm and become discouraged from starting or continuing a project. The term was coined by Robert M. Pirsig in his 1974 novel Zen and the Art of Motorcycle Maintenance.
Ensuring that your employees are engaged is a commitment and a culture which pays huge dividends in them delivering an exemplary customer experience.
nexVortex was founded and has established a culture of being an Uncommon Company in all that we do. We have four overarching tenets: Uncommon Service, Uncommon Know-How, Uncommon Commitment, and Uncommon Innovation. These principles drive nexVortex’s mission to provide its customers with the cloud communication services and capabilities they need to improve their business communications.
We are passionate about delivering an exemplary customer experience. Contact us today to see how we can help you with your business communications needs.