Creating a Customer Centric Business Culture
In a time when businesses and brands are focused on the consumer and the customer experience, it’s more important than ever to develop a customer centric business culture. A customer centric business culture starts by focusing on your own employees. When your employees are engaged, the exceptional customer service and loyalty will fall into place
Companies with engaged employees see 233% greater customer loyalty and enjoy a 26% greater annual increase in revenue. Loyalty will cause employees to love and support the company they work for, and in turn they will naturally promote, share stories, and inspire the customers they interact with.
Defining Employee Engagement
Engagement isn’t just coming to work, going to meetings, and accomplishing daily tasks. An engaged employee is excited about their job, works well with other employees, and constantly looking for ways the company can improve.
An engaged employee is likely to be:
- Active on social media and various online communities
- Sharing stories and experiences that enrich the company’s reputation
- Asking questions meant to improve and inform company processes
- Speaking positively about their work and experiences
- Encouraging other team members and customers
Strategies to Build Employee Engagement
Share Success Stories
Without success stories, morale will be low amongst your employees. Meaningful experiences and employee wins encourage your team to work harder and get excited about the work their doing.
Sharing the right success stories will help team members relate. Three out of four employees want to stay up to date on their company’s current events. It doesn’t matter how you share updates – email, social media, or a company network will all suffice. It just matters that you’re doing it.
Make Sure Your Employees Are Heard
By simply listening to your employees, you’ll know if they’re happy or not.
Only 22% of companies survey their employees on a quarterly basis or more, 79% survey their employees annually or less, and 14% never survey their employees. Having a way for employees to share experiences, both good and bad, is necessary for company success. Employees who feel their voice is heard at work are 4.6 times more likely to feel empowered, which leads to better performance.
Earn employees trust by showing that concerns or complaints are taken seriously, and no one is reprimanded or singled out in response.
Go beyond basic chat apps and email to create an employee digital community. Creating a simple forum or a more sophisticated custom app will create an online community that is always accessible.
Within the employee community, make sure that peer-to-peer messaging is an option. The feature taps into the “gotta have it” mentality, making it highly desirable for modern workforces. In-app messaging can increase engagement ratings and regularly brings in rates of 26% for medium-performance apps, and up to 44% for high-performance apps.
Among the many benefits of creating an employee community is connecting different teams and departments. They’ll be able to learn from each other, collaborate on projects, and be in the loop about different events going on within the company.
No one likes a boring workplace. Making some aspect of the day or week fun boosts everyone’s mood and gets people involved. Having monthly team lunches, holiday parties, or raffles and prizes gives employees something to look forward to as well.
Even small efforts like promoting social campaigns where employees participate can build a sense of fun in your organization. It also attracts new employees as people who are job hunting want to work for a business that has a positive company culture
Building an exceptional customer experience starts from the inside out. As technology and customer expectations change, it’s the culture or employee community that remains intact and will carry over as you adapt from one strategy to another. Developing a loyal, engaged community with your employees today is imperative to tomorrows business successes.