What came first: the engaged employee, or the happy customer?
It’s the chicken-and-the-egg mystery of modern-day marketing. But it’s not so much of a puzzle anymore if you really think about it: humans affect each other in more ways than we often realize.
We act, we react, often in response to how others behave. Strangely, it’s often overlooked in businesses where employees interact a lot with customers. This dynamic relationship, often influenced by a CSAT platform, can significantly shape the outcome
So today, let’s look at the human side of strategy: How does employee engagement impact customer satisfaction, and how can you benefit from this interaction?
Making Employee Engagement a Strategic Priority
“We built the Starbucks brand first with our people, not with the consumers,”
It’s a quote from CEO Howard Schultz that shows a vastly different approach than many companies are taking. They’re talking about putting the customer first, but don’t see employee happiness as the crucial part it is in that equation.
7 Tips to Make Employee Engagement a Strategic Priority and its Impact on Customer Satisfaction
1. Gauging Employee Feedback: Real-time Insights
Think of your business as a journey to success. To ensure you’re on track, consider pulse surveys as your trusty compass. These brief check-ins with your team offer real-time insights, helping you navigate the path ahead. It’s like having a constant finger on the pulse of your organization, understanding its needs and concerns. With pulse surveys, you can make informed decisions, ensuring everyone is motivated and engaged. Just as explorers use their compass to find their way, let pulse surveys guide you toward a more successful and connected workforce.
2. Prioritize Authenticity in Employee Engagement
The key to genuine engagement is that it should be driven by leadership that truly cares.
Leaders that take real steps, even if they’re in a direction they haven’t gone yet.
You don’t necessarily need to ditch the fun stuff–just make sure you offer truly valuable resources to keep employees engaged at work.
One of the ways leadership can show employees that they’re after honest feedback and encourage employees to speak up, is to be open and transparent about the steps of the grievance procedure. Another valuable approach is to consider hiring cro professional. This step can significantly enhance the organization’s commitment to addressing concerns and promoting a culture of trust and collaboration. Clarifying how a grievance will be dealt with lets employees know they have a voice and that their concerns are taken seriously. It’s one of the most practical ways to let them feel empowered and create a healthy culture in which everyone participates.
3. Personalize Your Employee Engagement Tactics
It’s nearly impossible to engage an entire team all at once. We’re all unique, and employees are no different.
What matters to and motivates one person might not even register for another. Recognizing everyone’s unique motivations and aligning those with your business goals will lead to much more effective outcomes.
You can create Reels to show your appreciation to some of your employees for their performance, but you cannot do it for the rest of your team, as individual preferences and motivations vary
If you want a team that’s truly engaged, make sure to tailor your strategies to individual needs.
This means you should make assumptions about what the ‘team’ wants, but speak to employees individually.
4. Double Down on Employee Training and Development
One of the best ways to keep people engaged is to help them learn new skills, especially when it comes to training and App development. These skills are not only beneficial for your company but also for the individuals within it, making them valuable assets for any Website developer. To understand the broader context of challenges that small businesses face today, you can take a deep dive into current business obstacles. If you are a B2B company, you could organize a training where employees would get acquainted with different software solutions for B2B ecommerce, as well as gain insights into industry best practices.
Continuous training and skill-building naturally lead to better job opportunities, linking directly to confidence and the ability to serve customers effectively.
It’s not just about sending employees to a workshop now and then; it’s about weaving development opportunities into the fabric of the business. When an employee knows how to raise and resolve issues, it contributes to a healthy and engaging work environment.
5. Create Meaning that Fits Your Mission
Truthfully, not all companies and roles are something people can be genuinely passionate about, but that doesn’t mean that it can’t be made more meaningful. You can connect employee engagement initiatives to larger societal goals through strategic Corporate Social Responsibility initiatives. These CSR initiatives will allow employees to easily take part in socially responsible projects that resonate with their values and are somewhat connected to your business.
6. Put People Together
Community and working together are magic beans in the quest for employee engagement. And there are plenty of ways to create a sense of togetherness.
You could start by creating specific employee communities based on interests, hobbies, or professional development goals. Encouraging people to work together beyond work-related tasks and enabling them to tap into the passions and interests that make them want to jump out of bed in the morning, can strengthen their bond and with that, their engagement at work.
Take it one step further with mentoring programs, or even reverse mentoring programs. Why not encourage younger employees to mentor more senior staff on emerging trends, technologies, or cultural insights? Exchanging knowledge in all directions will create a more dynamic and enriching work environment for everyone, and keep things interesting.
7. Invest in a true wellbeing
Creating a truly healthy work-life balance shouldn’t cause employees more stress. Make sure your business is set up in a way that always puts people first, and promotes wellbeing.
Investigate whether there’s a need for certain health and wellness programs, what mental health resources would be appreciated, and how you can go above and beyond to make your employees feel happy and healthy.
Because true engagement can’t just be fostered on the work floor. You’ll need to make sure that your employees are engaged human beings, not just employees.
Will You Make Employee Engagement Part of Your Main Strategy?
Make employee engagement a cornerstone of your strategy, and watch your business flourish into a masterpiece that delights customers and drives growth. Remember, just as a well-prepared meal leaves a lasting impression, genuine employee engagement, even in remote work setup, leaves an indelible mark on customer satisfaction.
And an efficient customer satisfaction feedback platform can be of great help. It not only will help you share CSAT surveys but will gather all the feedback in real time and analyze it with AI-powered Text Analysis. So, all you need to do is pick an in-built template, create a survey in 2 minutes, and get ready to listen to the voice of the customers.
About the Author:
Emilija Kovačević is a marketer with over 7 years of experience and a proven track record in marketing management, social media marketing, content marketing, and event management. Currently, she holds the position of Marketing Lead at Skale, where she focuses on various acquisition channels that yield impactful results in terms of SALs and brand visibility. In her spare time, she’s learning languages and traveling around the globe.