Companies across industries have realized that the key to better customer service—improved Customer Experience (CX), increased sales, and customer loyalty—is a happy employee.
But what elements define the perfect employee experience? And how does that translate to the customer experience? And—ultimately—to improving sales?
Employee Most-Wanted Job Perks
When people decide to take a position with a company, while salary is a factor, there’s much more they consider, such as:
- Work/life balance
- Is the work meaningful?
- Communication with management
- Recognition, value, and voice
- Growth opportunities
The ingredients necessary to provide the above come from three different aspects of the position overall:
- Company culture
- Office or workspace/remote option
- Tech tools offered
Company culture is the unique personality of the business. Culture is made up of values, belief systems, and overall behavior of each employee in the business. Culture sets the tone for the work being performed and molds the environment socially and emotionally.
The space in which employees perform their duties also shapes their experiences—it should be welcoming and comfortable. It should also provide all-inclusive safety. Traditionally, the office has been considered the only place employees could perform their work, but more companies are shifting to flex-time and remote options to offer employees that work/life balance mentioned above.
Finally, technology plays a huge role in the efficiency of many positions today. Innovation and relevance is crucial. If an employee doesn’t feel they have the required tools to perform to the best of their ability, they’re much more likely to move on.
And keep in mind, when talking about tools, there are two different subsets, both equally important, to consider. One is modern platforms, such as Slack, which allows for more fluid communication between team members. The other is external tools such as easy payment capturing and appointment booking for customers. Though the latter can be mistaken to offer only benefits to the customer, the more robust and powerful the customer experience is, the easier it will be for your employees to stay on top of every interaction and offer the best service they can. See how your employees and customers can utilize the above tools by scheduling a quick demo with us!
How to Improve the Employee Experience
The business equation goes something like this:
Perfect employee experience + Perfect customer experience = Increased sales
While CX is rather easy to track, employee experience remains a mystical aspect that’s hard to pin down. That’s because it’s always evolving. What worked in employee retention strategies five years ago isn’t necessarily applicable today.
So, what can you do to improve your employee experience?
Build a Stronger Portfolio of Tech Tools
Both software and hardware improvements are important. What roles do employees play? They should have tools at their disposal that support these roles. For instance, communications apps are a must. Communication transparency between roles is vital. If employees can contribute in the way they choose, engagement skyrockets.
Create a Team With Diversity
Your chief goal is innovation, less turnover, and greater profits, right? Diversity is the key. But diversity is also a key contributor to overall improved employee experience too. People thrive in environments of varied personalities, backgrounds, and talent. Prospective candidates often look at company diversity prior to accepting an offer of employment.
Map the Journey
You map out the customer experience journey—why not the journey of your employees? Mapping the journey of employee experience identifies every moment in the life cycle of the average employee and offers insight into optimization.
You also segment your customers by various demographics and create personas—you can do the same thing with your employees. After you segment your employees, you’ll arrive at teams that require different engagement strategies based on their needs. This helps identify weak spots and uncover how to improve employee engagement.
Put Someone in Charge
It’s all well and good to do all the above—but who’s going to manage it? Because this is such an essential piece of your strategic puzzle, a manager dedicated to employee experience is a must. Consider someone from your HR department that can keep track of employee engagement metrics. They can create and send surveys, track various metrics, and analyze responses to design a better way of reaching employees that might otherwise slip through the cracks.
Take a Look at Current Management
One of the greatest reasons for poor job satisfaction is a lack of communication. Employees enjoy having direct, affirmative communication with their immediate supervisors. Total employee engagement begins at the top. Promoting top-performing and happy employees from within to management roles is an effective way to show appreciation and remind all employees there’s room for growth in your organization.
Improving sales is the end result of engaged employees. Be the difference that shows your employees they matter, and they’ll do the same for your customers. Best of all, tools such as each customer scheduling, robust online payment solutions, and live chat with video support and screen sharing— which empower your employees and delight your customers—are more affordable and easier to integrate into your business than you might think. Let us show you how in a short demo.