How do you increase employee involvement to improve customer focus? Customer focus is not only about customer-oriented business processes, but also about corporate culture. It’s a crucial differentiator that can give your company a competitive advantage. Customer focus means that you put the customer at the center of every decision. But what about your internal “customers”—your employees? They are the driving force behind the success of your organization and deserve equal attention.
Why employee engagement is important for customer focus
Many organizations try to increase employee engagement with perks such as free lunch or team outings. But does this really lead to more engagement? Employees who feel valued and involved contribute directly to an improved customer experience. After all, enthusiastic employees ensure enthusiastic customers. But how do you ensure that increased involvement?
Strategies to increase employee engagement
- Clearly communicate core values and company goals Make sure that every employee knows and understands the core values and goals of your company. This ensures that everyone communicates with customers in the same way and creates customer-centric experiences. It is essential that employees understand how these core values contribute to the customer experience.
- Give employees a clear purpose Research shows that only 30% of employees understand company strategy and goals. This limits the performance of your organization. Give employees insight into where the organization is growing and how they can contribute to this. Clear communication about the vision and strategy is essential, as is translating this vision into concrete goals.
- Create autonomy for employees Frontline employees must be given the space to make decisions that contribute to a positive customer experience. Facilitate this by giving them the confidence and tools to solve problems independently, without always needing permission from a manager. This leads to faster and better solutions for the customer.
- Use the right tools and training Ensure that employees have access to the right resources to work customer-oriented. This can range from software tools to training that help them improve customer experience. By properly facilitating employees, they can take customer focus to a higher level.
In 10 steps to a customer-oriented organization
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Conclusion
Employee involvement is a crucial factor for the success of customer-oriented working. By involving your employees in the vision and strategy of your organization, giving them the right resources and promoting their autonomy, you create a working environment in which customer focus is central. This results in satisfied employees and satisfied customers—a win-win situation for your company.
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