Customers are very important to an organization. The main objective of the company is to create different shared values for its customer. However, companies that claim they put the customer first, do not really understand how to create value.
Value is created as a result of the interaction of our employees with our customers. You cannot create value for others unless you create value within the company. In other words, if you want your employees to take good care of your customers, start by taking good care of your employees. The key to a service or product that can delight your customers is that your employees are happy with your organization.
Here are some statistics that may give you a hint of the impact of the employee's happiness on the performance of any organization:
- Gallup quantified the link between employee feelings and corporate outcomes, reporting that lost productivity due to employee disengagement costs more than $300 billion in the U.S. annually.
- According to National Bureau for Economic Research, the stocks of companies with high levels of employee satisfaction tend to outperform the market.
- According to Monetate, 73% of consumers would consider purchasing from a brand again if they had a superior customer experience.
- A study of 64 organizations revealed that organizations with engaged employees achieve twice the annual net income of organizations whose employees lag behind on employee engagement.
- According to Gallup, companies with engaged employees outperform those without by up to 202%
How to put your employees first and delight your customers?
1. Listen to your employees. The trust between the management and the employees is amongst the lowest today in the world. Leaders who listen are able to create trustworthy relationships, which allows them to effectively inspire the professional development and overall performance of their teams...Read more.
2. Create mutual accountability. Make the management and managers as equally accountable to the employees as the employees are. Only if both parties are committed to the success of the other, you can create a prosperous relationship.
3. Hire for attitude, not aptitude. As pointed out by the Disney Institute "If you want friendly service, hire friendly people... you can train for skill, but you can’t train for attitude." For example, Jetblue uses group interviews in order to check how prospects interact with others.
4. Give them a purpose. Businesses exist to make a profit, but they also exist to make a difference or to provide a service or product that meets a need. Therefore, profit should be an outcome of the company's journey toward more significant goals. In order to achieve them each person must feel connected with the cause, they need to understand that they are part of something meaningful and see how their daily activities contribute to it. Read more.
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