Engaged Employees Provide Better Customer Service
This white paper from the Performance Improvement Council (PIC) reinforces the bottom line value of employee engagement in caring for customers.
Citing multiple studies, the PIC shares some remarkable findings:
- Companies that both engage and enable employees demonstrate a total increase in customer satisfaction of 54%
- Knowledgeable and attentive employees account for 80% of the reasons consumers feel satisfied
- 75% of highly engaged employees think they can reduce costs and improve customer service and quality
- 70% of unhappy customers abandon vendors because of poor service
- A 5% increase in customer retention can increase lifetime profits from a customer by 75%
Setting measurable benchmarks for behavioral change and establishing programs that reward, "...desired customer service behavior rather than improvements in lagging service indicators (fewer complaints, lower customer turnover) are more effective."
In conclusion, it's imperative that organizations recognize and include employees in the process of measuring customer satisfaction. Doing so raises all metrics and leads to improvements in both staff and customer loyalty.