Many businesses struggle with the idea of employee engagement, questioning if engagement really affects their revenue. Measuring customer service can help answer that question. Here’s why.
1. Employee Engagement Improves Customer Retention.
Customers pay careful attention to how a company treats its employees. When you offer a great employee experience, your customers are far more likely to stick around and use your business, because they remember how great the people are who work there. Treat your employees poorly, however, and you can be almost certain that you’ll run into problems with your customers.
Here’s a personal example: My cell service is horrible, but the company that I use has great customer service and treats its employees well. I have been a customer for 12 years. Even when I don’t have reception in my own home, I stick by this company, because I receive great customer service from employees who are treated well by their store managers, directors and CEO.
2. Employee PR Is the Best PR.
People are considerably more likely to listen to the advice of a friend than they are to heed the guidance of an online review. Guess who provides you with the best word of mouth? Your employees. They know people!
3. A Great Employee Experience Creates Great Business Partnerships.
Treating your employees well, and people will notice. It opens the doors for new partnerships, especially when other businesses see how well you take care of your people. When employees support and love the brand they work for, they create amazing experiences. Who wouldn’t want to work with a brand that provides an amazing employee experience?
4. Engagement Shows Strong Values and Belief in the Company’s Mission.
The internal view of a company’s mission creates the external view of the company’s mission. When a company lives its mission, it means it cares about people (employees and customers); the mission isn’t just a bullet point on a website. It creates social justice that people can support financially.
5. Problem-Solving Happens Faster, and Customers’ Issues are Reduced.
When your employees feel like they and their co-workers are treated with respect and are valued, they feel a sense of empowerment. They are proud to be part of the team and are more creative and innovative. When they know an employer respects them, they feel comfortable to make decisions and solve problems. On the other hand, employees who are ignored and discounted and who have to ask for permission to think will not make any extra effort to help the customer. Why should they care about customers, when the company doesn’t care about them?
When I have a problem with my cell phone, my provider’s employees are patient, understanding and helpful. I am willing to work with them, because they are willing to work with me. Poor customer service is about the people who work in your company, not about the customer.
6. It is Easier to Upsell When You Love Your Job and Your Company.
Customer retention is far less expensive than customer acquisition (much like employee retention). Employees who are treated well and feel valued are not afraid to offer more to their customers. That logic on its own should highlight the importance of employee engagement.
Here’s another personal example: My family had what could only be described as a “series of unfortunate events” at a resort in Las Vegas. I was walking past the guest services counter when an employee asked me if I was interested in buying a timeshare in Vegas. My response was, “Sure, if it isn’t at this hotel. The service here is terrible.” He gave a knowing look and said, “I know. I can’t overcome that objection.” He never asked what happened or how could he help me; he just accepted it.
Your employees are your brand ambassadors. Many companies are short-sighted, looking at their employees merely as people who are searching for the next paycheck. But if you see your employees as part the company brand and the key to your success, you will see profits increase quickly.