How to Engage Employees in Your Customer Experience Strategy

By Annette Franz

Quite simply: without employees, you have no customer experience.

The linkage between employee engagement and experience and the customer experience has been proven. It’s real, and your employees matter! If your employees aren’t engaged with your improvement efforts – or engaged overall with the organization – it will be very difficult for them to delight your customers and deliver the experience they expect.

As customer experience professionals, we talk a lot about gaining executive buy-in and commitment, but there’s a lot less talk about employee buy-in and commitment; this is equally as critical to the success of your customer experience strategy.

Employees are critical to the customer experience, which is critical to the success of the business. But what tools do we give to employees to prepare them to deliver a great customer experience? What tools do we give them to help them understand why being customer-focused and customer-centric is paramount? How do we sell the concept to them?

The following summarizes several tools and approaches to use to get – and to keep – employees on board. It should be no surprise: you really need to start from the beginning. When you’re recruiting, you can start to set and frame expectations so that candidates and new employees understand what they’re signing up for, what kind of company they’ll be working for, and what the brand represents.

Job Descriptions: Any company that is focused on the customer and expects employees to deliver a great experience will mention this in job descriptions. Set expectations early. Let employees choose if your company is the kind of company they want to work for. My hope is that candidates are thrilled to know that customer experience is a clear priority for a company, but then I’m a little biased!

Interviews: Be clear with candidates that the company is customer obsessed and that the role, frontline or back office, they are interviewing for impacts the customer and her experience. The customer experience is everyone’s job. If the candidate is on board, then frame interview questions around understanding how the employee would take ownership.

Vision – Company and Customer Experience: Your company vision is an inspirational and aspirational statement that outlines what the company is trying to achieve near-term and long-term; it also guides decision-making processes and subsequent, resultant courses of action. Your vision will (a) draw the line between what you’re doing and for whom you’re doing it and (b) create alignment within the organization. Your customer experience vision and company vision are always linked, and often one and the same. Without this north star, employees can easily go off track and focus on projects or ideas that aren’t critical to what the business is trying to do.

Core Values: Your core values are beliefs that guide the organization in identifying which behaviors and actions are right and which are wrong, both for your employees and toward your customers. Everything you do must be aligned with your core values, and they should be integrated into everything you do. When in doubt, ask: “Is Go to the full article.

Source:: Business 2 Community

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