It’s not rocket science to know that employee engagement is one of the main influencers of your customer’s experience. But today, facing negative news almost constantly, companies are retaining employees for all the wrong reasons. Employees are chomping at the bit, waiting for the economy to improve so they can find the next job. The grass is always greener over there, right?
So what can you do, today? Ask your employees 3 questions.
1. Knowing what you know about our <budget/situation/future>, what do you think we can do to improve as an organization?
Your employees have good ideas, but often they’re not asked for them. They are talking to customers and prospects daily. Don’t forget to tap into that knowledge.
2. Are there ways we should be supporting you and your team? If so, what are those ways?
Employees know the situation. In many cases, there isn’t a budget for new equipment or the like. But there might be some simple solutions to help your employees do more with less and feel like they have a voice in the process.
3. Are you doing everything you can to provide the best customer experience we can?
It’s hard to be engaged with the customer experience if you never spend time becoming aware of your own part in it. Asking this simple question allows an employee to look around and understand what he or she is doing each day to have an impact. The best organizations discuss the customer experience quite a bit. Being aware of it allows your people to adjust, make suggestions, and improve the experience for your customers every day.
Start 2010 with a focus on the customer experience through your employee experience. What are some ways you’ve engaged your employees? What are some ways you’ve been engaged as an employee? Hope you’ll share some thoughts here.
