How Employee Engagement Can Help Scale Your Customer Experience by 10X

For organizations, here’s one thing that can truly make a difference: engaged employees. 

According to a survey, 93% of companies are concerned about employee retention. One of the prime factors that determine how long an employee will stay with the company is the level of their engagement. 

In a company where employees are actively involved and enthusiastic about their work—it’s obvious that the productivity levels are high, the customers are happier, and the company’s employees stick around for longer. 

Let’s see an example. There is Company A, it recognizes the importance of employee engagement and takes deliberate steps to foster it. They provide opportunities for skill development, encourage open communication, and acknowledge employee contributions. As a result, employees at Company A feel valued and connected to the organization’s goals.

Alternatively, consider Company B. This company’s management overlooks the significance of employee engagement. There’s minimal effort to recognize achievements, limited communication, and little emphasis on professional growth. In this environment, employees feel disconnected, leading to a higher likelihood of turnover. 

When employees are engaged, they are more likely to stay loyal to the company, contributing to its success and longevity. Engaged employees are not just more productive; they also help drive customer satisfaction. Let’s skip the fancy words and get real about how employees who care can make customers happier. 

Let’s explore how employee engagement can help drive a positive customer experience: 

The Human Touch in Customer Experience

Try to remember your last memorable customer experience. It involved an engaged employee who went the extra mile. The human touch in customer interactions often defines the overall experience. Engaged employees, driven by purpose and commitment, naturally infuse this human touch into their interactions, creating a positive ripple effect.

These engaged employees don’t just see their job as a series of tasks to complete. Instead, they view it as an opportunity to connect with customers on a personal level. It could be remembering customers’ names, knowing their needs in advance, or something simple as offering a warm and friendly greeting based on their geocultural context. These small but significant gestures contribute to a positive customer experience.

According to a study, companies with highly engaged employees outperform their competitors by 147%² in earnings per share. This financial success is a testament to the interconnectedness of engaged employees and delighted customers.

Positive Attitude and Energy

Engaged employees radiate positive energy that other people on the staff can feed off. When employees are truly committed to their work, this positive energy translates into customer interactions. Customers can also sense the difference when dealing with an employee who is passionate about their job, and it is well appreciated. This positive attitude creates a welcoming environment, fostering a more enjoyable and satisfying experience for customers.

It is a domino effect that ensures that every employee contributes to the collective effort of delivering an outstanding customer experience.

Proactive Problem Resolution

Engaged employees tend to take more ownership of challenges, and they are also the ones who proactively seek solutions. Imagine a customer is frustrated over something and it happens to be a long weekend. The issue resolution would take days and the customer might not like waiting. 

In particularly crucial in customer service scenarios like these, engaged and motivated employees are driven to identify and resolve underlying problems instead of simply addressing the immediate issue. This prevents similar issues from arising in the future and contributes to a smoother customer experience and demonstrates a commitment to customer satisfaction.

Consistent Brand Representation

When employees are engaged, they become brand advocates. Their belief in the company’s mission and values is reflected in their interactions with customers. This consistency in brand representation helps build trust and credibility, ultimately leading to increased brand awareness. Customers appreciate dealing with employees who embody the values of the brand, creating a cohesive and reliable experience across various touchpoints.

Consider the story of Nadia, a frontline employee at a boutique hotel. Her enthusiasm for her work wasn’t merely a job requirement, but it was something she truly believed in. She puts in extra effort to enhance the customer experience – be it by personalizing their check-in experience or going that extra mile to share an interactive map of the hotel via the hotel’s mobile app on a personal tablet. Results: Guests felt her positivity, and it was reflected in online reviews. Her engagement translated into repeat business, showcasing the tangible impact a single employee can have on customer loyalty.

Enhanced Product Knowledge

Engaged employees are more likely to invest time in understanding the products or services they represent. This heightened product knowledge enables them to provide accurate and relevant information to customers. Whether assisting with product selection, troubleshooting, or offering recommendations, employees who are engaged in their roles contribute to a more informed and confident customer base.

Engaged employees are invaluable assets. Their impact transcends routine tasks, extending into the realm of customer experience. By nurturing a workplace culture that prioritizes engagement, organizations open doors to a more profound, enduring, and positive connection with their customers. However, employee engagement goes beyond perks, good coffee, and fancy foosball tables. 

Here are 3 prime challenges in employee engagement: 

1. Lack of Clarity Regarding Company Vision and Goals

Employee engagement improves when everyone in the staff understands and aligns with the broader vision and goals of the company. If there is a lack of transparency or availability of the right communication channels to convey a company’s mission, vision, and strategic objectives, employees feel disconnected and uncertain. This prevents the employees from contributing to the overall success of the organization. It can also result in reduced motivation and engagement levels among the workforce.

Having a dedicated tool for internal communication and regular feedback loops, company-wide town hall meets, and follow-ups via internal newsletters can be one way to communicate the company’s mission and vision effectively. 

2. Limited Access to Information and Resources

When employees do not have access to the latest information and business resources, the systems (such as mobile devices or laptops used) are outdated or the training is inconsistent, employees do not feel confident to perform their tasks. Furthermore, if this cannot be communicated effectively to the company leadership, employees are bound to be unengaged, if not frustrated. This can lead to reduced productivity and a sense of disconnection. 

For modern businesses, digital transformation and enablement can be a great way to ensure that all employees have access to organizational resources, irrespective of their location. To drive this transformation, tools such as mobile device management are critical. Using this, organizations can make sure that the employees feel empowered with the right business data, information, and tools. 

3. Recognition and Rewards 

Acknowledging and rewarding employees for their contributions is essential for maintaining high levels of engagement. Several organizations struggle with implementing effective recognition and reward systems owing to a lack of consistency in acknowledging achievements or not having the right criteria for recognition. The lack of a fair and transparent system leads to decreased morale and engagement levels.

Final Words

Empowering employees with the right set of tools and maintaining a great work culture can together lead to engaged employees and, in turn, happier customers.