Engaged employees deliver better experiences, boost profits, and are less likely to jump ship.

You Will Never Have Happy Customers without Happy Employees

Satisfaction is a cycle. It may have your customer at the center, but it has your employees at every point in the journey. More engaged and fulfilled employees support more productive, efficient, and happier customer journeys. And in turn, happy customers are more relaxed, nicer, more loyal, and more likely to make your employees happier in their roles.

This seemingly obvious point is easier said than done, but the companies that can do it generate twice the revenues as companies with disengaged employees. By arming your employees with useful customer information, streamlining the process of connecting the right employee to each customer, and giving regular feedback, you can drive significant change for your organization – much of which could impact your bottom line for the better.

“Engaged employees deliver better experiences, boost profits, and are less likely to jump ship. But to appoint employees as customer advocates for and participants in the customer experience, organizations must weave customer centricity into their entire ecosystem.”
– John Dalton, VP Research Director, Forrester

Happiness Goes Hand in Hand

Study after study confirms a strong correlation between employee engagement and customer satisfaction. The process for improving employee engagement has a lot of crossover into the customer journey. Providing employees with insight related to their role in the customer journey is one of the most fundamental things you can do to improve their engagement. Putting the right resources in place is incredibly simple compared with the dividends they produce.

Studies has also shown that highly engaged, high performing employees are more than twice as likely to receive feedback at least once a week, compared to their low performing counterparts. Gathering direct feedback from customers and delivering those insights to your employees on a consistent basis, tells your customers and employees that you care about their experience.

90% of leaders think an employee engagement strategy impacts the bottom line, yet only 25% actually take steps to define that strategy.

Employees and customers are engaged in a relationship. The steps and resources you engage to improve each side will strengthen the customer journey, brand, and bottom line. That is what impact looks like – empower employees to perform well, so they can act on your behalf to delight those you serve.

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