5 Ways to take employee engagement to the next level
Customer experience can only ever match employee satisfaction. Employee engagement not only affects employee commitment and employee loyalty, but it also has a direct and indirect impact on customer satisfaction. “We place great emphasis on employee satisfaction,” says Heino Gehle, General Manager of PLP SA. “Satisfied employees are motivated employees and they have the motivational resources to deliver adequate effort and care. Satisfied employees are empowered and they have the resources, training and responsibilities to understand and serve customer needs. Satisfied employees have high energy and willingness to give good service. Most importantly, satisfied employees can provide customers with empathy, understanding, respect and concern which have a significant impact on customer satisfaction.”
A common challenge employer’s face, is to get employees to buy into the brand’s philosophy, energy and culture. How we communicate within a company and how we engage with employees is critical to brand success. How can companies achieve a high level of connection with their employees? How do we inspire our team?
1) Make your team superior
An engaged employee would proudly talk about their organisation as a collective ‘we’ and be keen to show why their ‘team’ is superior to others. An organisation must determine their unique characteristics that can be easily communicated and, more importantly, boasted about to others. Spend time on communicating the vision and ethos to your team.
2) Align individual values to the organisation’s ethos
Employers must identify and harness the attributes that will inspire employees’ loyalty to ensure that their values and motivation are aligned to the organisation’s ethos. Clearly define what these values are and communicate this to your team.
3) Become the employer of choice
The undisputed global employer of choice, Google, has characteristics that all companies could strive for - a good reputation, innovative products, a dynamic work environment and challenging work. These are attributes that all companies can strive for to make their company the employees’ preferred choice.
4) Know that employee engagement determines customer satisfaction
Service delivery is central to the success of a business, however transactional efficiency is no longer sufficient to satisfy customers. Empathy, emotional connection and relationships have become an important part of the equation.
Service delivery needs to provide an emotional experience to satisfy customers.
5) Emotional interaction leads to loyalty
When employees have a positive appraisal of their work environment, it produces specific emotions which result in a certain level of service quality. Customers interpret this interaction positively, which in turn produces an emotion in the customer that could lead to loyal support and word of mouth promotion.
Traditionally, exclusively cognitive measures have been used to explain customer satisfaction. Now it seems obvious that emotions play an important role in explaining employee and customer satisfaction.
While we all find engagement in our own individual ways, there’s no denying the value of identity and the attraction of being part of a bigger story and a winning team.