We’re all loyal to certain companies and brands. Whether it’s Apple, Jet Blue, Trader Joes or our local coffee shop, we tend to return to them again and again because we have a positive experience. And more often than not, it’s the employees who work for these companies who make or break our overall experience.
Business leaders know they can’t achieve their business objectives without their customers. And smart business leaders recognize the essential role their employees play in getting there. Creating a customer-centric culture begins with the employees and their own positive experience with the business. In a Harvard Business Review article, Diane Gherson head of HR at IBM, says employee engagement drives two-thirds of her company’s client experience scores. Gherson and her team know that if employees feel good about IBM, clients do too.
Building a powerful employee experience takes effort. It requires creating a culture where employees are engaged and feel connected to the purpose of the organization. Employees want to know their employer cares and values them. They want to feel the company they work for is doing right by its customers. Increasingly, leaders are making the connection between a great employee experience and a great customer experience.
The link between engagement and well-being
The Gallup organization has found that there are two major factors that influence employee performance: engagement and well-being. The research shows that employees who are engaged and have high well-being scores are more productive, miss less days of work and are less likely to leave.
Burnout is not a customer-centric strategy
In a recent conversation, customer experience influencer Megan Burns stated, “…well-being of their employees is a part of the product or the service that they deliver, and that there is a cost to that. We’re starting to see different decisions in terms of how people are designing jobs, expectations and policies, so that employees are less likely to burn out even when they have things that are demanding, like travel schedules.”
The link between well-being and the bottom line
Creating a culture of well-being is key to creating a positive employee experience where employees feel valued and are performing at their best. Happy employees lead to an exemplary customer experience that will pay dividends in many ways. Don’t both your employees and your customer deserve this?