Customer Engagement Starts with Employee Engagement

Content employees generate satisfied customers.  When a customer has a positive experience with a member of your staff, they are more likely to engage.  Engaged customers refer their friends and colleagues.  A single positive experience can precipitate a plethora of loyal customers.

What is the key to developing a content employee?  While there is no “magic pill” to address employee satisfaction, there are strategies you can implement to ensure your staff is gratified and eager to engage customers.

Ask for employee input

Whether it’s as simple as determining the new paint color of the lunchroom or as complex as developing a new branding strategy for your company, consider asking your employees for their opinions and input.  This not only reinforces the fact that you value them, but also gives them the opportunity to provide valuable insight from different perspectives.

Point out the positive

It’s easy to overlook an employee when they do something good.  Make a concerted effort to compliment your employees at every opportunity which presents itself.  This solidifies your rapport and builds confidence.  A confident employee will always shine!

Reinforce your appreciation

Communicate just how much you appreciate each employee.  Do this as often as possible.  When they feel appreciated, it resonates during their interactions with customers.

Offer public kudos and incentives

When an employee is promoted or honored in any way, send a press release to the local newspapers and/or publish it in your company newsletter.  Positive recognition sparks performance.  Also, consider developing an incentive program for outstanding performers. This can be in the form of cash, gift certificates, a special parking space or entry into a drawing for a big prize.  Incentives motivate employees, and motivated employees engage customers!

Encourage employees to “take ownership”

Make your employees feel like they are part of a team – a winning team – and that your company is “their” company.  When warranted, offer outstanding performers leadership roles with additional perks (i.e. a position on the employee holiday planning party committee, etc.).  When an employee feels pride and ownership in their company, they will overachieve!

Taking a few steps toward making your employees feel appreciated and important will also decrease turnover. Ultimately, keeping your employees engaged and content will translate into greater performance, loyal customers and increased profits!

Gina Smith writes freelance articles for magazines, online outlets and publications on behalf of a number of companies, including Global Response.  Smith covers the latest topics in the business, golf, tourism, technology and entertainment industries.

One thought on “Customer Engagement Starts with Employee Engagement

  1. I agree in this,giving customer services is start on employee and most of the time poor customer services are coming from them because of lack of experience,but in Finland most of the employee are fully trained and poor customer services is not an issue anymore specially for those new.

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