Magazine article CRM Magazine

To Improve Customer Experience, Engage Your Employees: For Better Business Results, Give Employees the Support They Need

Magazine article CRM Magazine

To Improve Customer Experience, Engage Your Employees: For Better Business Results, Give Employees the Support They Need

Article excerpt

IN OUR annual listing of customer experience (CX) trends, Temkin Group named 2015 "The Year of the Employee."

We've recently seen a surge in companies looking to build more customer-centric cultures and train their people on CX. Voice-of-the-employee (VOE) efforts are becoming an integral component of modern voice-of-the-customer programs.

Taken together, this new emphasis on culture, training, and VOE will put employees at the center of CX attention this year.

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ENGAGED EMPLOYEES ARE A HUGE ASSET

Why are companies turning their CX attention inward? Because, in CX leadership and other areas, employees are the secret sauce for ongoing success.

Engaged employees are the starting point for many good outcomes for an organization. In our "Employee Engagement Benchmark Study, 2014," we found that 74 percent of employees at companies with above average CX in their industry feel highly or moderately engaged, as opposed to only 31 percent at other companies.

It's no accident that CX leaders have almost 2.5 times more engaged employees. When compared with disengaged employees, highly engaged employees are more than three times as likely to do something good for their employer, even if it's not expected of them; almost three times as likely to make a recommendation about an improvement at work; more than 2.5 times as likely to stay late at work if something needs to be done; and more than two times as likely to help someone else at work.

HOW TO GAUGE ENGAGED EMPLOYEES

The Temkin Group has studied thousands of U.S. employees and identified a set of attitudes that strongly correlate to engaged, productive employees. Using that information, we developed an employee engagement index based on the extent to which employees agreed with the following statements:

* I understand the overall mission of my company.

* My company asks for my feedback and acts upon my input.

* My company provides me with the training and the tools that I need to be successful.

Based on our most recent study of more than 5,000 U.S. employees, we found that 55 percent are moderately or highly engaged, a modest decline from the 57 percent from our previous year's study. …

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