Guest Post: 4 Important Components To Enhance Company Culture & Employee Engagement
We welcome guest author Brooke Cade, a freelance writer for InMoment.com, to share insights on the union of CSR and leadership.
Employee engagement and company culture are both vital elements in providing superior customer experience and achieving success as a growing business. However, there are several internal factors that can motivate your employees to be engaged in the business and cultivate an admirable culture within your company.
By targeting these four points, you can boost your company culture and enhance employee engagement to improve the overall customer experience.
1. Voice of Employee
Listen to and encourage your employees to speak up to create a culture that positively reflects your business. Whether asking for employee feedback on improving brand image or requesting suggestions on how to deliver the best services to customers, listening to (and hearing) what your staff is saying can have profound results on how your business operates and caters to the customer experience.
Employees are the face of your company. Not only are they the people your customers interact with, but they are also getting to know your clientele; what they like, don’t like, want, don’t want, etc.
Consider making sure every business office has a process that allows staff to quickly relay the customer voice. You can even create a feedback portal that’s accessible to all smartphones or tablets, allowing employee and customer feedback to be tracked and monitored in real-time.
2. Empowering Tools
The perspectives and insights of your employees are valuable to improve the company culture. One of the most effective ways you can get insight into these perspectives is by empowering your employees through training and other resources that help them cultivate new skills. Consider the following:
- Encourage safe failure by giving employees the opportunity to try new things in a manner that’s not threatening to the integrity of your company. Create trainings, or set up laboratory environments where people can test new ideas and learn from both failures and successes.
- Find a way to share information with your employee’s, in a structured and consistent manner. Remember that by providing your employees with all the right information, they can better understand the core values, purpose, and direction of your company.
- Appreciate their efforts and feedback. Your employees are more likely to provide their suggestions and the feedback of employees if they feel their voices are not being heard, but appreciated and applied. Consider testing new methods of feedback that help your employees grow company culture.
3. Owning The Customer Experience
Listening to the voice of the customer (VoC) is important. Equally as important is listening to the voice of the employee (VoE) and asking for their best ideas and opinions. This creates a sense of respect, value, and appreciation from the organization that will optimize employee engagement and establish a balanced, solid company culture.
Instead of issuing employee surveys, make an effort to engage in the customer experience. By encouraging your employee to own the customer experience, they’ll understand that their voice is not just beneficial for the client, but for the company as a whole. In order for your employees to be confident in owning the customer experience, you must do the following:
- Make sure your employees know how to handle sticky situations that may not always come in typical customer service training. Establish a customer experience mission that helps employees understand why and how to handle every type of customer situation.
- Encourage your employees to innovate and support both long-term strategies and short-term gains by taking actions that represent the company and uphold the values and goals of the organization.
4. Broaden Your Perspective
Broaden your perspective as a company leader to identify and better use each and every channel of information. Talk with employees, stakeholders, managers, and team leaders and ask for their insights about company operations and employee experiences. This will help deepen your understanding of the various factors involved with running a solid business, and it can also help your company culture grow and strengthen.
- Stakeholders who aren’t directly involved in the everyday proceedings of running the company can help fine-tune the long-term vision of the company. Talk with them about successful measures your competition might be making, brainstorm on how you can implement these ideas into your company culture, and where your company has benefited from a positive employee experience and how you can further nurture engagement.
- Meet with the managers who deal directly with the employees on the frontline of your company’s customer experience efforts. They have a good overview of consumer and employee trends that are playing into the overall culture and engagement of your company.
By minding these four factors, you can ensure your company has a powerful culture that encourages employment engagement and cultivates a beneficial customer experience.
About the author: Brooke Cade is a freelance writer who’s committed to helping businesses and sales professionals build stronger connections with their customers. In her spare time, she enjoys learning more about InMoment.com—her CX platform of choice, reading books/articles on industry news, engaging on twitter, and exploring her local neighborhood coffee shop.