What’s the link between employee engagement and customer satisfaction?

Richard Branson famously said, “Take care of your employees and they’ll take care of your customers”. This is, in a nutshell, what employee engagement is all about. When you ensure that your workforce is intrinsically motivated and productive, they have a higher attachment to the company in general and are likely to be better advocates for your products or services. As a result, the way they interact with your customers change for the better, resulting in better customer satisfaction. This is why so many people are now looking for employee engagement firms to help them craft strategies that will make them meet their business objectives through an engaged workforce.

Employee engagement impacts organizational culture

When employees are not satisfied and engaged with their roles, they tend to become unmotivated, unhappy, and bitter. This creates a work environment that is hostile and fosters unhealthy practices such as office politics and unfair means of getting ahead. On the other hand, when employees are satisfied with their roles and engagement is high, the culture becomes one of positivity and hard work.

Engaged employees are more likely to stay on the phone with customers for longer periods, trying to close those crucial sales to ensure that everything goes well with the business. This is primarily because when employees are engaged, they connect with the overall business objectives of the company and understand that they have a crucial role to play in the success of the company. They do not view themselves as mere cogs in the wheel — they know that what they do will have a deep impact on the company’s future.

When such people interact with your customers, they do what it takes to close the sale. Moreover, they are also positive advocates of your company’s products or services and are therefore much better at being able to answer a customer’s questions to explain to them why they need one product over another.

How can you start building a more engaged workforce?

In order to build a more engaged workforce, there are a few things that you need to keep in mind. You must ensure that you have systems in place that effectively:

– Address the needs of an employee

– Display organizational values in a way that employees can connect with them

– Set up communication tools between different people

– Offer development programs for employees to grow

– Offer collaborative systems for peers to lift each other up

– Celebrate employees and offer recognition in a timely manner

– Offer feedback at timely intervals

Doing all of this is not as simple as it sounds as each system must be interlinked with one another to create a seamlessly functioning hive. In order to do so, you must get in touch with an employee engagement agency that specializes in creating such systems for companies based on their organizational values, and business objectives. This will help your workforce productivity rise and you’ll see greater customer satisfaction too.