Recap of leader Quick Tip: What does employee engagement have to do with customer satisfaction?
If you measure customer satisfaction by having reliable processes in place to deliver quality products and services, plus good customer relationships, then there are a handful of employee engagement measures that can make a difference.
Employee Engagement Measures for Process Improvement
- One of the key measures for employee engagement around process improvement is having the materials and equipment for employees to do their very best job. Ok, that sounds reasonable and fair.
- The second employee engagement measure for successful process implementation is having the opportunity for employees to do what they do best in their job every day. This gets back to selecting the right people for the right seats on the proverbial bus, doesn’t it?
That’s as far as the research goes for process improvement and the link to employee engagement. But what about employees having input on the process improvement activities or employees needing to be communicated with about changes in the workplace before they happen? It truly is in the eye of the beholder – the employee.
Let’s move on to what research says about managing the customer relationship… keeping the customer satisfied and happy. These two may surprise you.
Two Employee Engagement Measures That Contribute To Satisfied Customers
- The first: The purpose or mission of the organization makes the employee feel like their job is important. Shouldn’t everyone be made to feel like their contributions every day are important to the success of the organization? What a lost opportunity for so many organizations and for so many leaders.
- The second: Co-workers are committed to doing quality work. Translated, this means “If I’m going to bust my hump every day doing quality work then I expect my peers to be doing the same”. Otherwise, keeping the customers satisfied is a lost cause.
So which of these elements do you as a leader have in your control in order to create a satisfying experience for your customers? How about all of them? Isn’t that a relief !
If you really want to know more, all you have to do is ask your employees.
Martha Forlines and Thad Green are leadership consultants with BSI, an Atlanta leadership consulting firm. We offer leadership solutions for increasing employee engagement and performance. Contact Us
