To address this, measure employee-customer encounters at the work-group level. But they obscure performance variation across company locations, and thus don’t give local managers the information they need to improve their units’ performance. High-level assessments of company performance (“We’re the leader in customer satisfaction” “We’re one of the best places to work”) provide good marketing copy. Passion: Do they view your company as irreplaceable in their lives?.Pride: Do they identify positively with your company?.Confidence: Do they feel your company always delivers on its promises?.For employees, monitor energy level and strength of commitment. Thus it’s vital to measure your employees’ and customers’ emotions. Studies suggest that emotions play a larger role than analysis in people’s decisions. To enhance employee-customer engagement: Assess Emotions In one study, companies that applied these practices outperformed peers by 26% in gross margins-and 85% in sales growth. When employees and customers are happy, your profits can soar.īy measuring employee-customer encounters in each part of your company, you manage them better-spotting and addressing problems before they poison your bottom line. Customers who feel strongly connected to your company spend more and stay loyal. Why? Energized and committed employees engage customers and work more productively. How to elevate the quality of these shared experiences in every part of your company? Start by measuring employees’ and customers’ emotional engagement with your organization. Unpleasant employee-customer encounters damage revenues and profits. For example, some stores operated by the same retail chain are exceptional places to work and shop others, awful. If they did, they’d discover extreme differences in employee and customer satisfaction across units. Yet most businesses don’t measure or manage the quality of employee-customer encounters. But what about the quality of employees’ dealings with customers? Each employee-customer encounter-every sale, every call-center conversation-creates or erodes value for a company. Companies routinely assess the quality of manufacturing processes.
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