How the Employee Experience Shapes Customer Satisfaction
In today’s business world, the term “employee experience” often brings up ideas of trendy perks like cereal bars, ping pong tables, and nap pods. However, in reality, these amenities can actually be a distraction, covering up deeper issues within an organizational culture.
The employee experience isn’t about offering flashy perks. Instead, it requires time and intentionality to build something meaningful. Beyond developing a thriving company culture, investing in your team and creating an authentic employee experience is critical to create customer satisfaction.
The Intersection of Brand, Customer, and Employee Experience
Brand, customer, and employee experiences are the backbone for organizational success. While brand and customer experiences often take the spotlight, the employee experience is equally significant, if not more so.
The employee experience is the foundation on which exceptional brand and customer experiences are built. In fact, according to Forbes, companies with highly engaged employees outperform their competitors by a remarkable 147%! By investing in the employee experience, you pave the way for lasting relationships with employees and customers.
Understanding Employee Experience
At the heart of every successful company is a positive employee experience. From the moment a job seeker reads your job ad to the day they retire or move on, every interaction shapes their perception of your company. The good news is, there’s a lot you can do to make their experience great.
Communication forms the foundation of a positive employee experience. Open, honest, and fair communication fosters trust and transparency. These are the key ingredients for employee satisfaction.
As the saying goes, people don’t leave jobs; they leave bosses. If you’re experiencing a lot of turnover, look to the supervisors in each department and figure out what’s going on. The employee experience is heavily influenced by leadership and the culture within the organization. As your workforce changes, your leadership team may need to adjust their approach too.
Investing in People
Creating an exceptional employee experience doesn’t just happen. It requires planning and effort. It’s about understanding and anticipating the needs of your employees. It requires investing in their growth, both professionally and personally. By providing opportunities for skill development, offering scheduling flexibility, and aligning individual goals with your company’s vision, you begin to nurture a positive employee experience.
Onboarding also plays a significant role in shaping employee experience. A well thought out onboarding process sets clear expectations, provides resources, and creates a supportive environment for new hires. Make sure your new hire knows exactly what they’re expected to do, how you’ll measure their performance, and what happens if they don’t hit their target. Create an environment where they feel comfortable asking questions and reaching out for support. This shows a commitment to their success and sets the tone for their journey within your company.
Impact on Customer Satisfaction
When employees feel valued, supported, and engaged, they’re more likely to go the extra mile to ensure customer satisfaction. They have higher levels of motivation, creativity, and commitment, which directly influences the quality of product or service delivered. A positive employee experience creates loyalty, both internally and externally.
Happy employees translate to happy customers.
By investing in your people, you not only enhance employee morale, but also improve overall business performance. This is especially true for companies with front line workers. Employees who feel appreciated and empowered are more likely to champion your company’s values and vision to your customers.
Employee Experience is the Key to Success
Employee experience is the key to improving brand and customer satisfaction. By prioritizing a positive employee experience, organizations can create a ripple effect that travels throughout the entire customer journey too.
By recognizing the invaluable role your employees play, you’ll drive customer satisfaction and business success.
