![]() While it’s good to have a “customer is king” mindset, it’s just as important to remember the other people whose happiness is vital to your organization’s success. The data can be used to improve training programs, plan for mentoring and promotions, and identify skill development opportunities.Įmployees matter as much to your customers as to your business. Performance review surveys let you gather specific qualitative feedback.A higher score in this area indicates happier and more committed employees. Employee net promoter score (ENPS) surveys are designed to discover how likely an employee is to recommend your organization as a good place to work.Employment engagement surveys can be used to gauge which employees feel involved and valued.Look to your data to measure key employee experience metrics: Is your organization forging a link between employee experience and customer experience? Are you building a culture in which employees feel valued, trusted and respected? This leads to greater customer satisfaction, loyalty and advocacy. As a creator of these systems, we’ve seen the collective intelligence gathered in an organization’s knowledge base also allow employees the ability to access and deliver answers to customers more quickly. Successful organizations recognize and reward internal collaboration and knowledge sharing.Ī solid knowledge management system informs and educates your employees so they become experts in your product and services while also increasing self-service effectiveness. Longtime employees typically have more extensive knowledge of how to provide a better customer experience. Implementing formal mechanisms that make it easier for employees to drive excellent customer service.Creating an environment of employee accountability.Cultivating the value across the organization that customer experience is a priority.How do some companies achieve success in keeping employees and customers happy? They empower their workers to be engaged and passionate about the customer experience by: Therefore, it’s important to emphasize investing time and effort into improving your organization’s employee happiness factor. The concept of an employee-centric culture isn’t a new one, but a majority of workers are still disengaged. Shows employees they’re fully supported.
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