May 22, 2023
Recently, the first workshop of theOCustomer Experience Observatory organized by the Politecnico di Milano, where Increso participated as a sponsor.
The objective of the meeting was to delve into the topic ofEmployee Engagement, which is the involvement of employees within a business system: making them feel an integral part of the mission becomes a key element in fostering the Customer Experience.
But what exactly does it mean?
Employee and company need to create a relationship of mutual trust in order to cooperate in the development of business strategies, aimed at end-customer satisfaction.
Internal communication, therefore, becomes a key element. In fact, it does not have the one and only purpose of conveying content and information, but also carries intangible characteristics of the company such as values, trust and listening.
How to succeed in involving employees in business strategies?
Many companies are experimenting with common approaches to find a reference journey model. To date, the Omnichannel Customer Experience Observatory has come up with one structured in 4 phases:
- Know the current situation in the organization and the employees in it;
- Telling the vision and rationale for the omnichannel transformation project;
- Activate employees within the different stages of transformation (e.g., design, introduction of new technologies);
- Reward the actors who have made the greatest contribution within the activated projects.
But most importantly, the company has a duty to listen to its employees.
What impact does Employee Engagement have on the Customer Experience?
There can be no Customer Engagement without first having strong Employee Engagement. In fact, there is a strong link between these two elements: research in recent years has shown how a positive employee experience within the company is able to influence customer satisfaction.
According to studies conducted by the Harward Business Review, a 5 percent increase in customer loyalty can produce sales increases ranging from 25 percent to 85 percent.
In summary, involving one's employees in business processes and making them feel an integral part of a project are the basic requirements for bringing benefits both internal to the company-such as worker satisfaction and increased productivity-and external, proving that good Employee Engagement enables increased Customer Satisfaction.
Increso is increasingly aware of the potential that Employee Experience can have on end customer satisfaction. The event we attended allowed us to explore an important topic in order to succeed in ensuring the highest quality and satisfaction of the solutions we offer.
To learn more about our story and the solutions we offer, please contact us by filling out the form.
