Customers and employees both need a solid emotional and personal bond to motivate both loyalty and peak performance. Employees appreciate management’s direct involvement and engagement, which promotes loyalty and increases retention. The more active management is with employees, the more valuable each feels, and the happier overall employees. At the same time, customers feel the connection and are affected by it. It isn’t until they have been given something that they appreciate that they will provide an emotional investment-and this “investment” carries through the entire working relationship.
A clear example of how a firm must connect and invest in its employees comes from the airline industry. On any given day at an American airline, it is impossible not to hear someone complain about the service or poor service. Suppose the employees don’t feel that they provide excellent service or that customers are openly dissatisfied with their services. In that case, it can undermine the firm’s ability to make good on its promises and commitments. For any business, this is a recipe for failure.
However, it is possible to create a high customer satisfaction level and keep retention levels high and profits high. This requires a consistent and ongoing effort for management and employees to connect with their customers. The results can be far-reaching, not just for the company itself but also for customers.
Suppose you want to foster high employee engagement. In that case, you need to be sure that you are collecting information to understand what exactly satisfies your customers and why. Storage You should ask customers for their input at every stage of the ordering process. When you collect information from your customers about the experience of ordering from you, make sure that you collect information like what products were ordered, how long the orders took, how satisfied they were, if there was a problem, etc. You should gather information on every aspect of the ordering process.
To get these details, you will need to go beyond the simple act of asking your customers. It is now time to put the collected information to work by asking employees to participate in focus groups with your customers. The objective of this exercise is for employees to provide information on both the positive and negative aspects of ordering from your firm. In addition to asking employees to share their thoughts on customer satisfaction, they should also be asked about their experiences with your firm. This way, you will be able to compile a “heat map” of your firm. This heat map will allow you to see the areas of improvement that you can focus on.
A job design that gives your employees a good sense of their job is necessary to foster high employee engagement. Below is an employee development system checklist that you can implement to achieve high employee engagement:
o Job Performance – Satisfied employees are productive employees. Therefore, it is essential to ensure that your employees are happy at their jobs. Ensure that you monitor the feedback that your employees give you and use it to incorporate the findings into your overall job design. As an alternative to measuring satisfaction through surveys, you may also want to consider asking your customers about their job satisfaction, as well as their suggestions on how to improve it.
o Customer Relationship Management (CRM) – Implementing an effective CRM system will improve your employee engagement because it increases awareness of your company’s vision and mission. When people know the value of being a part of your company, they are more likely to be engaged. CRM will allow you to measure your company’s success in terms of customer satisfaction and employee engagement. However, before you invest in CRM, you will need to evaluate your current CRM system to determine if it is compelling enough.