Employee Engagement and Customer Satisfaction

The corporate world should reiterate the importance of keeping their employees happy.  Based on the recent reports, a happy and engaged employee translates to a higher customer satisfaction rate.  It is not just a form of assumption.  It is supported by the study conducted at the Washington State University that linked customer satisfaction to employee engagement which ultimately leads to the company's financial success.  According to the Gallup State of the American Workplace, companies emphasizing the engagement of their employees have a 10% higher customer satisfaction rate.

 

Employee Engagement:  The Driving Force of Customer Satisfaction

 

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The Journal of Occupational and Organizational Psychology clearly states that an organization's commitment has a more substantial effect on employee performance.  The book studies the organizational dedication of around 755 bank employees during the year 2005 to 2008 and other factors such as customer satisfaction and financial success.  It simply shows that job attitude and performance are in correlation.  Furthermore, it also shows the co-existence of employee engagement and customer satisfaction

 

Customer Feedbacks Affects Employees Engagement

 

Excellent customer feedback can immensely motivate the employee to perform his work.  It can also strengthen their purpose and value towards their work.  A satisfied and fulfilled customer can serve as a pattern for deciding the future.  It implies that supervisors and managers must recognize and highlight customer satisfaction to drive employee engagement.

 

Relationship Between Employee Engagament and Customer Satisfaction

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The symbiotic relationship between customer satisfaction and employee engagement can easily be understood by those directly connected with the customers, such as the salesmen and the customer support representative.  People working behind the operation and beyond the function should also be dedicated and engaged in satisfying the customers' needs. Based on the research of Towers Watson, managers are the critical factors in the engagement and culture within the company.  For that reason, it is only fitting for them to be empowered and engaged in radiating positivity among the employees.  This work culture tends to create a ripple effect inside the business.  If the managers are highly involved in the business, those employees reporting to him are more probably empowered, resulting in a better customer satisfaction rate.

 

Challenges on Employee Engagement

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Sadly, based on Bain and Company, those directly interacting with the customers tend to receive lower engagement.  It is one of the reasons why different companies need different approaches on this matter.  Managers should identify the factors that serve as a hindrance to the proper flow of engagement.

 

To successfully address this issue, you will need to monitor the customer and the employee engagement rate regularly.  It would be best if you also reached a more profound level of analytics to fully understand how these two factors create an impact and the things you can do to enhance it.

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