Employee Engagement Leads To A Better Customer Experience - The Ideal Contextual Experience For Your Business
Satisfied employees mean great work. Great work means happy customers. Happy customers mean a successful business. It’s a simplified view, but it makes sense, especially because more and more consumers want to purchase from companies that treat their employees right. In a recent Edelman report, 81% of respondents rated, “I must be able to trust the brand to do what is right” as an essential factor in their buying decision. A recent study found that “79% of employees within CX leaders are highly or moderately engaged, compared with only 49% of employees within companies with CX that is equal to or below their peers”. When you look at both these perspectives together, you see that customers care about the treatment of employees and engaged employees treat customers better.
How do you tackle improving two different parts of your business that operationally gather their feedback through different paths? In both instances, you start with building a journey. Whether that’s a customer journey with defined touchpoints or an employee journey with touchpoints, in both instances, the goal is the same. Gather as it happens feedback that gives you context because it’s gathered around a specific point in the customer or employees path.
Once you have your paths defined, make sure that you take a look to see if there are any points of overlap you can use later on in your analysis. For example, looking for trends in how engaged employees feel at the start shift to the customer experience feedback. Those correlations are great opportunities to listen to your employee feedback, make improvements and watch for positive changes in your customer experience.
When it comes to gaining context from both your employees and customers at the same time, we understand that you may need to pick and choose where you put not just your operational focus but your financial investment. That’s why you can use our Collectors and Insights on both sides of the operation. Having all your feedback and data in one system gives you the advantage of a full contextual picture.
Do you currently look at both your Customer Experience and Employee Experience? Are they separate or combined? What challenges have you faced in improving both?
Want to get to know more about improving your customer experience? Make sure to follow our Linkedin page for more information about our products, services and tips on how you can improve your customer experiences. Don’t be shy! If you have questions or would like to learn more, get in touch. We’d love to hear from you.
Press'nXPress TeamRelated Articles
Companies need to embrace an omnichannel approach to deliver a seamless customer experience across all channels. Press'nXPress feedback management solution helps companies overcome integration issues, siloed customer data, and technology limitations, enabling them to gain a comprehensive view of the customer experience and make data-driven decisions to improve it immediately. Press'nXPress can help companies provide a seamless, integrated experience across all channels, which is crucial to staying ahead of the competition.
With the rise of the triple bottom line approach, more and more companies are shifting their attitudes towards valuing what every person brings to their company. But, if you aren't sold on that idea just yet, let's walk through why valuing your people and employee engagement is an approach that makes financial sense.
Feedback kiosks in the healthcare industry enable hospitals and clinics to gather valuable, real-time feedback from patients on various aspects of their services. Learn how this technology leads to service quality consistency along a better understanding of patient needs, resulting in more effective, personalized care and overall improved patient satisfaction.
