Does Your Company Culture Lead to Happy Customers?by ABK CORP
Treat employees as you want customers to be treated
If improving the customer experience is a corporate priority, then leaders at all levels have a responsibility to create an experience for employees that mirrors what is expected for customers. Here are a few items that will have a real impact on the employee experience:
Begin with the company culture
Company culture is a necessary foundation for creating a positive employee experience. If the organization’s culture is one where employees embrace behaviors such as trust, collaboration, communication, respect, transparency, and inclusion, they will, in turn, treat your customers in the same manner as they treat their colleagues.
Don’t forget the physical environment
Another foundation piece of the employee experience is the physical environment and the tools available to perform their job. If people feel unsafe at work, are crammed together in a tiny space, or are otherwise uncomfortable, they will not have a good experience working with you. Similarly, it is important to remove barriers to doing exceptional work by ensuring you have the technology and processes in place to help people work effectively, collaborate with others, and come up with innovative ideas that best support your customer.
Train your leaders
In order to have an employee-centric workplace, all your leaders need the skills to treat people fairly, equitably, and most importantly, kindly. They must be trained to coach, listen effectively, and answer difficult questions with transparency and empathy.
Treat your employees as individuals
Treating employees fairly means treating them as individuals. If you need to impose a restriction due to an individual's behavior, deal with that on the individual level. Similarly, empowering employees based on track record, role and experience shows them that their contributions are seen and valued and that you believe in their ability to make decisions that are in the best interest of your customers.
Consider the Whole Person
People are so much more than just employees. They have a job, but they also have families, hobbies, dreams, goals, needs, personal emergencies, and health issues. The more you can help them fit their job into their life, the more you demonstrate that you value them as human beings. Not only will this make your employees feel valued, but it will also come back to you in spades if you ever need to ask the team to go above and beyond in exceptional circumstances.
The bottom line
To be customer-centric you must first be employee-centric. When employees feel cared for, respected, supported, and happy with the way they are treated at work, it is much easier for them to treat their customers in the same way. In fact, they will become your biggest brand advocates, and you will begin to develop a competitive advantage that contributes to a competitive employee and customer experience.
SOURCE ENTREPRENEUR - Phil Geldart published on January 31 2020