The Importance of Employee Engagement in Customer Experience

The Importance of Employee Engagement in Customer Experience

The Importance of Employee Engagement in Customer Experience

The key to a better customer experience is an engaged team.


According to a study, businesses with highly engaged staff outperform their competitors by over 150%.

So, what can you do to improve your overall engagement levels at the office? For a start, take a look below to learn more about these key tips that can help with employee engagement.

Implement the Right Tools

Engagement needs a multi-pronged approach that moves the needle deliberately and consistently over time. To get the job done right, you'll need numerous tools in your engagement tool belt.

Employee surveys are an essential component of any engagement software. A yearly engagement survey, on the other hand, isn't the only instrument you should employ. Employee engagement systems should provide alternatives for annual, pulse, and lifetime surveys.

Employees and managers can chat in depth about issues that aren't on the weekly to-do list during one-on-one sessions. This is the time to bring up topics like learning and development, career paths, and job happiness, all of which show that you care about your employees.

You should also think about good customer support tools. A good tool of this kind should achieve two high-level goals:

  • It should make it simple for clients to receive assistance and/or improve their overall experience.

  • It should make your team's job easier, enabling you to provide help in less time and with less effort.

That is something you should have in mind once you start choosing your next CS tool. This tool should make your employees’ lives easier but still make the whole department of great value to your customers.

Treat Them Well

a man taking notes

Always remember that simply listening to your staff isn't enough. It's also important how you treat them. Implement adjustments that will make a difference and have a direct influence on the employee experience after you know how your employees want to be treated.

Then, finish the loop by demonstrating how employee input is driving change. This is a crucial step in ensuring that your employees are dedicated to your company.

To return to where we began, your staff is a critical component of the customer experience jigsaw. If your employees don't have a customer-centric mindset or the resources to keep consumers satisfied, it's impossible to provide a smooth end-to-end brand experience.

Furthermore, your employees are the ones who interact with your clients. As a result, they're a valuable source of CX information. There's a good chance that someone on your team has a brilliant suggestion for how to improve your products or operations.

Remember, all of this contributes to employee appreciation efforts and that’s why you need to prioritize it. Hoppier has made a useful content piece on the topic of employee appreciation that explains it in depth, so it’s definitely worth checking out.

You Need to Engage with your Workers

Keep in mind that an open discussion won't work if you just talk to an employee for an hour once a year. If you're like most businesses, you're not spending enough time with your staff.

If you rely on annual reviews, you're missing out on 364 days of opportunities to interact.

According to SHRM, Deloitte's new approach to employee performance resulted in a 10% boost in employee engagement. This is based on the idea that performance is not made of cyclical milestones, but rather that it is continual.

You might be limited to an annual employee engagement survey to get a feel on your team. But have you considered the drawbacks of this?

An occasional ad hoc survey isn't enough to acquire a complete understanding of what truly matters to your employees.

If you want to boost employee engagement and provide a better customer experience, getting advice from your own people should be part of your culture. This entails collecting input on a regular basis and converting touchpoints into meaningful conversations.

Brainstorming Sessions


Every employee has something special to offer your company. However, not each of them has the opportunity to speak up in front of management.

They may be too nervous to offer their pitch or unable to discover the appropriate time to do so. This is where brainstorming sessions can bring your team's knowledge together.

It’s not necessary to have a complicated brainstorming session. Instead, you can hold open meetings for all staff on a quarterly or bi-annual basis.

Employees can present new ideas and cooperate on initiatives that have been authorized. This way, they will be able to make their own contributions to the company and work on a project that they are actually passionate about.

Find the Right People and Keep Them

At the end of the day, the employees who are the most engaged are the best fit for your company. They're not only enthusiastic about your company and the sector in which it operates, but they're also seeking new ways to contribute and provide value.

These people are hard to come by, so keep an eye out for them and invest in their careers so they can truly contribute to your company.

Final Words

Do not forget that employee engagement is a crucial metric to have in mind because of its relation to customer satisfaction. Make your employees happy and they will provide a better service to your customers. Make them engaged and they will be more committed to your customers’ needs.

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Fabrice Beaux

Business Expert

Fabrice Beaux is CEO and Founder of InsterHyve Systems Genève-based managed IT service provider. They provide the latest and customized IT Solutions for small and medium-sized businesses.

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