Studies have clearly shown that the higher the satisfaction of employees, the more they are motivated to enhance customer satisfaction. Hence, organizations need to consider driving customer experience through enhanced employee experience.
The satisfaction levels of employees in an organization directly reflect how they deal with their customers.
It has been observed that when the members of the workforce are happy and satisfied, they tend to work dedicatedly towards providing an excellent customer experience.
Such employees show a greater willingness to provide a truly exceptional experience to their customers in every aspect.
They are likely to be more attentive to customer problems and try to resolve them innovatively and effectively.
Thus higher employee satisfaction is critical to ensure that customers keep coming back for more business and also refer others.
Over the past several years, organizations have become increasingly employee-centric.
They give greater priority to employee needs and keep them happy and safe at the workplace.
Here are a few effective tips that can prove helpful for organizations in this context:
1. Build strong line managers, team leaders and supervisors
2, Enhance employee engagement levels
3. Work towards developing a positive work culture
4. Motivate employees through timely recognition
Employees today prefer working with supervisors with whom they can communicate freely and openly, and who can guide and support them.
They do not prefer autocratic supervisors who tend to micro-manage and are perceived as unfair and biased.
Hence, organizations need to develop positive employee-supervisor relationships by training and coaching their team leaders.
They need to adopt a more friendly and empathetic approach while dealing with the employees.
Hence, this can have a long-term impact on enhancing the happiness and satisfaction of employees, which in turn can drive customer satisfaction.
Highly engaged employees are likely to be more satisfied and happy at work, which is why organizations need to focus on improving the overall engagement of the workforce.
Therefore, this means ensuring greater participation of the employees in various organizational activities and processes.
Hence, assuring employees that they are valuable to the organization, can strengthen their bonds with the organization.
This can, in turn, help in improving employee motivation levels significantly leading to high commitment towards their customers.
A positive work culture can impact the overall satisfaction levels of the employees to a great extent.
The positive vibes of the work environment are reflected in the way in which they interact with their customers.
Therefore, working in such an environment helps in reducing the stress levels of the employees and ensures their happiness.
When employees have positive energy, they tend to be more productive and can take on challenging tasks.
Hence, they can go the extra mile to solve customers’ problems and issues, resulting in higher customer satisfaction.
One important factor in maximizing employee satisfaction is to recognize their efforts and achievements in a timely and appropriate way.
Lack of recognition is one of the biggest reasons why employees feel dissatisfied.
When organizations show appreciation for the contribution of employees toward customer experience and business growth, they feel truly valued.
Appropriate recognition can help build a truly motivated workforce that can create a positive customer experience and build customer loyalty.
Driving customer experience through enhanced employee experience should be integral to every organization’s business strategy.
It can help organizations develop a loyal customer base which in turn can result in exceptional business growth and success.
Lead author: Sagar Chaudhuri, the Co-Founder and CEO of HiFives. He is an HR Tech Evangelist with over 25 years of experience in the corporate world and entrepreneurship. In the past, Sagar has worked in companies such as Genpact, Infosys, and ICICI Bank, in leadership roles. He has an engineering degree from IIT Kharagpur and an MBA from IIM Lucknow. Connect on LinkedIn
To stay updated on the latest HiFives blogs follow us on Twitter (@MyHiFives)