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Why is Employee Engagement Important for Good Customer Experience?


If an organisation wants to be successful, it needs employees that are engaged and committed to their work. They need to have a high level of dedication and emotional involvement towards the company they work for.

Employees mustn’t work just for the salary and other financial benefits. They should tie their involvement in the workplace to higher goals and more profound reasons. This will help them perform better and contribute a lot more in the long term.

Good employee engagement helps the staff focus on what they can do best to provide the most value to the customers. The more engaged your employees are, the better they will respond to the needs and wants of your customers.

Also, employee engagement can be a differentiating factor when it comes to branding and brand loyalty. By nature, customers will gravitate towards companies whose employees are well-equipped for solving problems promptly and effectively.

With all of this in mind, it’s clear that employee engagement is significant for providing exquisite customer experience. But before we delve deeper, let’s see what employee engagement is not.

Although it might sound like that, this term is not equivalent to employee happiness or employee satisfaction. Employees can be very happy in their workplace or satisfied with their position within a company – but this doesn’t mean they will be engaged.

Engagement means being fully invested in the daily tasks and activities, helping customers and achieving company goals. Employees with strong engagement care deeply about their organisation, understand the processes and give their best to help the company improve and develop.

Now, let’s see how employee engagement can help your organisation and result in good customer experience.

1. Stronger alignment with company goals

Employees will work better if they know what they are working for, if there is a “common theme” that connects them all. When they are aligned with your company goals, they will be motivated to do their best, as they understand each process much better.

As a result, your customers will feel that the employees know what they are doing and, which is extremely important, why they are doing things in a certain way. This will show a sense of deeper understanding, support and camaraderie within your organisation, presenting you in the best light.

2. Reinforced relationship with your customers

Engaged employees can help improve customer satisfaction by constantly going above and beyond to delight them. When employees care about their work within the company, they cannot help but show dedication and commitment in everything they do. And your customers will most likely sense this. If customers are cherished and respected, they will stay loyal to your company, and they won’t choose your competition over you. Also, the more your customers are satisfied with you, the higher the chances of them recommending you to others.

3. Frictionless communication within and across teams

When employees are fully engaged, it will be visible externally – towards the customers – and internally, among team members and across teams. Different departments in the company will understand each other better.

A good example of this smooth collaboration would be the relationship between marketing and sales. If the two departments understand each other’s roles well, they will be much more effective in accomplishing both short-term and long-term tasks. Frictionless communication will help speed up the processes, resulting in higher productivity and improved customer experience.

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