Committed Employees Make Happy Customers
How satisfied are your employees with their jobs and their company? When did you last ask yourself or them this question? Workers who are not satisfied will not only be looking for a new job, they will be disinterested, underperforming and more destructively in some cases, transferring negativity to their fellow workers.
On the other hand, engaged employees who are satisfied and committed will continuously strive to foster a motivated environment and have their hard work rewarded. They’ll take personal ownership of the company brand and their customers’ experience. Happy employees are a great source of valuable word of mouth advocacy and goodwill. It is crucial that before an organisation looks to concentrate on elevating customer satisfaction levels, the employee level of satisfaction needs to be addressed first. Do this through great communication, listening, focusing on the good and training & development of your people. These are all important facets of a robust and effective employer brand.
Satisfied employees help to retain happy customers
Studies show that there is a direct link between satisfied employees and happy customers. On average, losing one dissatisfied employee necessitates investing approx 150% of their yearly salary on advertising and logistically arranging for that replacement (training new people, lost productivity, stress and additional duties of the remaining team while they compensate for the absent team member or wait for the employee to be up to speed). When this loss of an employee is Management, this number can increase to nearly 200%!
It makes good business sense therefore, to research and invest in your team’s engagement levels. Determine whether their needs are being met for them to stay loyal and satisfied. Hence, creating an environment of engaged and helpful people, who are ready to go the extra mile for the customer will result in increased productivity, satisfaction in the workplace, and strengthen loyalty to the brand and business.
From the customer, internal employee satisfaction means a more stable, responsive team addressing their needs and concerns. Customer loyalty, like employee loyalty, stems from strong interpersonal connections; we deal with people we know and like. Customers like responsive, open communication which builds up trust. Customers are tuned into the idea that they, too, would be missed if they were to go elsewhere; definitely the case, not only because of what they invest but moreover because of who they are and how they advocate ongoing goodwill for your business.
Running an employee engagement survey provides you with a very sound overall picture of a company’s strengths and weaknesses. The asking of “why” in such research gives your people an opinion (voice) and management receive very valuable insight into the existing business and its future.
This survey, as an Audit process allows your company to further develop its Company and Employer Brands, to ensure a stronger culture of loyal, committed employees and customers. It will allow Managers to focus attention on initiatives needed to further create happy, contented employees, who you can guarantee your customers will follow.