Employee Satisfaction Starts With “Awake” Leaders

Employee Satisfaction Starts With “Awake” Leaders

I had the honor to join Cynthia James on her well-known inspiring show called, Women Awake. I admire Cynthia as a champion for change who awakens other leaders to express their full potential.

She’s spent over two decades in self-examination, higher education, and working with leaders around the world. She helps individuals searching for knowledge, wisdom, and techniques to bring their gifts to the world.

Her teaching and guidance correlate to my passions in creating better human experiences and workplace cultures where diversity of thought and inclusion are valued. I believe you’ll enjoy and learn from our conversations and gain useful tips to improve employee wellbeing and happiness, which in turn, impacts customer experiences. 

I’m interested to hear your thoughts about inclusion and diversity in the workplace. Which leaders stand out to you and why?

Read more about Diversity and Inclusion and ways to drive change here.

Driving Great Customer Experiences Through Employees

Driving Great Customer Experiences Through Employees

Creating great customer experiences (CX) is a top priority for many companies, but HOW TO DO THAT is often the tricky part. A key component is creating a company culture where employees love their job. It doesn’t happen automatically or overnight.

I had the honor of joining a LinkedIn Live session hosted by Gabe Larsen, VP at Kustomer as well as Vikas BhambriWe dive deep into best practices related to employee experiences, effective leadership, and related topics that impact customer experiences.

Business  Topics including:

  • Why employee engagement matters, and how does it ultimately drive amazing customer experiences?
  • What is wrong with the way people are currently thinking about customer experience today.
  • How do you define CX?
  • How do you define employee experience?
  • Why measure and manage both the employee and customer experience together?

 

Watch Our Video – Unscripted & Unrehearsed. Tell us what you think.

Want Happy Customers? Focus On Employees First.

Want Happy Customers? Focus On Employees First.

There’s a common phrase, “Happy Employees Bring Happy Customers.” It is so true! When people feel valued and enjoy their workplace, they are more likely to be engaged and committed to delighting customers and maximizing their satisfaction and loyalty.

So, how does a company apply this principle to achieve business growth? The following are 5 effective ways that apply to all industries:

Create a Customer-Centric Organization

A centralized customer experience organization is able to monitor the quality of the experiences they deliver.

This kind of organizational setup enables teams to take action on Voice of Customer (VOC) feedback, including structured data (i.e. surveys) and unstructured sources (i.e. social media.). It helps ensure there are clear actions and ownership in the company, plus a champion of customer-first culture at the top.

Empower Employee Engagement

Employee engagement is essential to deliver exceptional customer experiences. Collecting customer feedback is great. However, this is a wasted effort if employees don’t execute on improvement plans.

Employees have a direct impact on customer experiences. In an environment with low employee engagement, success metrics like NPS scores inevitably decline. If you think about the most successful brands, they trust their employees and routinely measure their level of job happiness.

Again, if you want to delight customers, make sure employee satisfaction is included in the overall strategy.

Train Employees on CX

Every level of the organization must be educated about the importance of customer experience and how they can make a difference! This includes front line employees, managers, and executives.

Furthermore, every employee must be held accountable for delivering customer excellence. To promote accountability, I highly recommend including CX metrics in everyone’s annual objectives. Include the ability to get bonuses when employees achieve goals, similar to other key performance indicators (KPIs). I have tested this theory throughout my career and can unequivocally say that, when CX is a shared goal among all employees (not just a few) business results are significantly better.

Humanize Experiences

Emphasize the importance of humanizing customer experiences throughout your organization. This starts with meeting customer needs without over-complicating processes.

Often, small things mean the most. For instance, using simple “please” and “thank you” statements help make customers feel like they matter. It is actually the secret to Chick-fil-A’s success. Also, “eye contact and smiling go a long way in the drive-thru experience.”

When customers feel appreciated, they are more satisfied. And they are more likely to recommend brands to others. The concept is obvious. Yet, it’s surprising how often employees forget the human element when they interact with customers.

Leverage Technology The Right Way

Many companies use tools and platforms to fully understand what customers are saying across channels and touchpoints. However, they don’t always incorporate the Voice of Employee (VOE), which is a key element in building a successful customer-centric program.

Employees need to know their opinions count. When that happens, they become better performers who are more motivated to serve customers, fix their issues (“Close The Loop”), and do the right thing even when their boss isn’t looking.

If you want to drive accountability and a CX culture, focus first on employees. Then look at technology. Not the other way around.

WANT TO INCREASE YOUR CX SKILLS & TRANSFORM YOUR ORGANIZATION?

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