How Employee Satisfaction impact your Customer Satisfaction?
As an employee, you are the face of your business. Your smile, your greeting, and your helpful attitude can make or break a customer’s experience. A happy employee feels valued and appreciated by their employer. Research shows that employees who feel happy in their job are also more likely to go above and beyond their duties to help customers, leading to higher customer satisfaction ratings.
1. How an employee can affect customer satisfaction
The way a company treats its employees can have a big impact on how satisfied customers are with the company. If a company has a policy of promoting from within, its employees have likely been working at the company for a long time. They’ve probably watched the company grow and see how it’s changed over the years. The company may have so many initiatives going on that it’s difficult to keep up with all of them. A common policy is to promote from within if a person has proven themselves to be beyond capable of producing results for the organization.
If your company promotes from within, be sure to establish clear policies talking about the types of people that you’ll be accepting as employees.
Companies with a culture of promoting from within sometimes feel like a large group is getting a large say in their jobs. No one wants the employee who’s late to show up or the employee who doesn’t like to call customers back. Some companies push all employees to promote from within, other companies stress that only the best employee should ever get an opportunity, and still other companies push that everyone should promote from within.
How you handle your employees matters quite a bit, and you need to know if there’s a right way to do whatever it is that you’re trying to accomplish with your business.
In conducting industry-specific research, I am consistently surprised by how many people promise the moon and then fail to deliver. Many companies are run off of pressure from high up and expect employees to promote and push marketing initiatives as their entire job. The reality is that being a good employee is incredibly hard work, and almost anyone can do it. Many employees which are more adept at working with people on the inside can dramatically increase company productivity.
With the right practices, employees can help a company adjust to a constantly changing business landscape and find new ways to breathe new life into old companies.
2. How an employee can increase customer loyalty
To increase customer loyalty, it’s important to first understand what makes customers loyal. Loyal customers are likely to keep coming back to your business solely because of the positive experiences they’ve had with your business. If you know what exactly makes your customers loyal, then you can replicate those experiences for your other customers.
Take some time to think about the things your customer is likely to say with each question. Is there a way you (the business) can answer each question? After surveying customer satisfaction, you should have several questions that make your customers happy.
3. How do Happy Employees Drive Customer Satisfaction?
“If you take care of your people, your people will take care of your customers, and your business will take care of itself.”
Employee satisfaction is an essential component of the improved corporate culture. Employee involvement is the only way to accomplish it. It increases their enthusiasm in their profession and aids in effective connection with consumers through good energy. Pleased employees are thought to give better customer service. This enhances client loyalty and experience, which leads to increased profitability for your company. Poor employee satisfaction, on the other hand, has a bad influence on the corporate culture, eventually impacting the customer experience.
Here are case studies that provide the fact that how employee engagement drives customer satisfaction:
- According to the Demand Metric 2013 Employee Engagement Survey, businesses that encourage 50% employee engagement retain more than 80% of their consumers.
- 2017 Aberdeen Research Report, implementing a formal employee engagement program resulted in a 39% better yearly revenue increase from new customers.
- a Gallup survey of 50,000 employees, pleased employees were effective in improving their company’s reputation, keeping existing customers, and recruiting new ones.
4. Employee satisfaction: How to make your employees happier and your customers happier?
To have happy employees, you have to have happy customers. If you don’t have happy customers, you will have unhappy employees. If you have happy customers, you have happy employees.
Your Happy Customers Might Be So Locally That You Don’t Need To Travel Further To Feel Satisfied
When customers are satisfied, there is usually a strong correlation between where they are and how happy they are. For example, residents of a neighborhood are likely to feel more satisfied with a restaurant than residents of the next-door corner.
Furthermore, if the dining room dishwasher thinks his layer-cake delivery has been exceptional, there is a good chance he is more than happy to head down the road and deliver another cake to your customers.
A pleased customer travels further to feel satisfied, giving you more customers than if an unsatisfied customer picked your restaurant to dine at.
5. Customer satisfaction: How to make your customers happier and your employees happier?
You must keep your customers happy, but it’s also important that you keep your employees happy. If employees are happy at work, they’ll do better work. They’ll feel more committed to their job, and they’ll become more productive, inspiring their coworkers to achieve even greater success and happiness within the organization.
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