Employee Centric Culture = Exceptional Customer Experience = Better Business
As we navigate through our new workplace culture—our working models—and deal with a tight labour market that will not be going away anytime soon, we still need to remember to ensure we are prioritizing and keeping our service model top-of-mind. It may look differently than prior to 2019, but we still need to be an employer of choice and stay ahead of our competition.
Companies who provide an exceptional Customer Experience (CX) are known to rise above the competition. But what the leaders of these organizations need to remember is that it is the employees who are giving out the exceptional customer experience. Your employees on the front lines represent your company.
It is one thing to have a grand plan on how you expect your employees to perform. However, it is how you treat your employees that will ultimately determine their actual performance.
Organizations have shifted from focusing on Customer Service to Customer Experience. But those who have not made the shift do not understand the true definition of customer experience and how it differs from customer service.
Defining Customer Experience
How do you define customer experience?
Customer Experience is all the interactions customers experience during their journey with your company. It focuses on the relationship through interaction, experiences, and over feelings between the company and the customer.
Companies are competing for customers and doing it through the Customer Experience.
What does this mean for companies? In order to be competitive, not only do you need to deliver on-time, within budget, and with quality, but you must provide a great customer experience to stay ahead of your competition.
You need to look at the entire experience from a customer’s perspective and experience what they are experiencing and ask how you felt through the process. Did you deliver based on their needs and wants and then going above and beyond to wow them?
But how can your organization be the best and compete amongst your competitors?
Behind-the-Scenes of Your Customer’s Experience
You have to have exceptional employees. And to hire and retain top performers, you must invest and provide an employee-centric culture.
There are so many benefits of having an employee-centric culture, including increased productivity, an engaged workforce that has a stake in and takes pride in the business, less turnover, and an increase in top performers.
As we know, companies who focus on their employees first attract top talent. Employees who feel valued will invest in the company and outperform others. They will want to do a good job, representing your company to your customers and clients. They are the ones who are giving great customer experience. As a company, you can not do it without your employees.
Bottom-line, if you are planning to compete in the market by Customer Experience then you must start with your employees first.
Reach out to Essence Recruitment and find out how we’re helping our clients attract and engage with top talent.
