Employee Engagement

 

Succeeding in Customer Satisfaction with 

Employee Engagement

    Research has demonstrated the direct relationship between customer satisfaction and employee engagement. We need to make sure our front staff fully engages with our brand, enhancing our customer experience.

 Let's define first what employee engagement is:

"Employee engagement is the evaluation of enthusiasm and dedication an employee feels toward their job, and the relationship between an organization and its employees."

    As the definition indicates, employee engagement is an evaluation. How can we perform this evaluation? There are several tools available, like surveys, mystery shopper, and these days social media. 

 

📝 Surveys:

For surveys, we can use eNPS (Employee Net Promoter Score); this is the measurement for Employee Engagement. The use of eNPS follows the same concept of customer NPS, asking the employee: How likely are you to recommend our organization to friends and family? The recommendation is measured using a scale from 0 to 10. Same as the customer NPS, we have Promoters, Neutrals, and Detractors. The Promoter is all employees that give a 10 or 9, Neutrals are 8 or 7, and Detractors are 6 to 0. Calculation of NPS is: 

🗒️ Mystery Shopper:

As we know, Mystery Shopper's objective is to measure how well our processes are implemented.   A mystery shopper not only will confirm if the process is in place, but we can also understand our employee engagement by understanding their commitment to follow established procedures. It is essential that we correctly identify and correlate mystery shopper results with our employee performance and consider their demonstrated engagement.

👨🏽‍💻 Social Media:

Feedback from our customers regarding their experiences will also evaluate our employee engagement. When an employee is compromised and engaged, no matter the situation, our customers will value the employee and provide a positive sentiment in the form of a comment.

We need to monitor and understand what our customers are saying and relate this information to our employee performance and engagement overall.

In a survey conducted by Gartner Inc, 86% of participants indicated employee engagement is a significant concern when delivering improvements in customer experience.

    A 2017 Aberdeen Research Report states that "Customer experiences don't happen in a vacuum. They are the result of employee activities. Businesses that understand the importance of employee engagement and manage it through a formal program to align to their customer experience goals achieve far superior results".

    We need to reinforce our programs to support our employees, from training to providing the needed tools to excel in their jobs. Let's work together in developing our Employee Engagement program and achieve our goal of becoming a customer-centric company.

📑References:

• How Employee Engagement Drives Customer Satisfaction
• Gartner Survey Finds Employee Engagement a Top Concern Affecting Customer Experience 
• Employee engagement is key to achieving a great customer experience
• The ultimate guide to employee NPS (eNPS)
• New Relationships between Organization and Employees
• What’s the Real Story Behind Your ... - Healthcare Strategy