April 30, 2013

Is There a Difference Between Employee Engagement and Customer Engagement?

We have all heard the workplace mantra: “the customer is always right.” But what we are starting to hear more and more is that your employees may always be right. Could you be missing your biggest ROI by failing to think of your staff just like you would a customer?

Learning about your employees, from how they communicate to what their interests are both at work and at home, can be just as important as understanding these aspects in your customers. Your employees are the key stakeholders in the office and are integral to the success of your company. Improved employee engagement means better customer care, work effort, and generally lower healthcare costs.

A recent study from the Tempkin Group shows more compelling research on the value of employee engagement:

  • Engaged employees are more than twice as likely to stay late at work if something needs to be done, help someone at work even if they’re not asked, and do something that is good for the company even if it is not expected of them.
  • Engaged employees are almost three times as likely to make recommendations about an improvement and more than six times as likely to recommend that a friend or relative apply for a job.
  • Nearly twice as many employees at companies with subpar customer experience are looking for a job compared with employees at companies with good customer care experience.

Underestimating the impact of your employees’ level of engagement can influence not just the productivity of your staff, but your employee turnover rate and your level of customer care as well.

Enhance your engagement programs with our three tactics:

  • Recognition – Employee Recognition and Rewards programs are powerful tools for motivation and improving employee engagement, which also reinforces that you see and hear their efforts and suggestions. Creating a positive work environment starts with recognition. Social recognition is an easy way to promote extra efforts from your staff and encourage ideation and innovation.
  • Loyalty – Building company loyalty among your employees can be just as important as brand loyalty among your customers. Creating and maintaining an engaged, creative work environment can improve workplace attitudes and increase loyalty among your staff. Take the time to learn about your employees and promote engagement on an individual level.
  • Reward – Whether you can provide a monthly lunch, an after work event, or a social recognition post, rewards do not have to mean cash. Giftcards or egiftcards are a convenient reward and are a cost-effective method to connect with your top performers.

Engagement, whether focused on employees or customers, has an impact on your entire business. Engaged employees can lead to better interactions and service for customers, which in turn leads to a better work experience for your staff. To learn more about employee and customer engagement, contact one of our professionals at www.marketinginnovators.com/contact-us/ or call us directly at 1-800-543-7373.

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