You know that customer satisfaction is crucial, but don’t forget that your employees are the key to meeting these customer expectations. They are in direct contact with your customers, and their involvement, satisfaction and job satisfaction form the basis for a positive customer experience. Involved employees lead to satisfied customers and strengthen customer loyalty.
There was a time when employees were proud of their work and felt strongly connected to their organization. Nowadays this is different. The question is no longer: “Where can I work?”, but: “Which employer can offer me what I am looking for?”. Especially millennials first think about the ‘why’: why do I do what I do, and which company fits in with that? Employees look for a higher purpose and don’t just work for their income. Self-confidence and self-esteem play a greater role, and job-hopping has become increasingly common, with an average length of service of three years with an employer.
Challenges in employee engagement and motivation
For HR and CX managers responsible for employee engagement, these changes pose new challenges. Finding, motivating and retaining talent is more complex than ever. How do you ensure that employees put their best foot forward day in, day out and remain motivated?
Research by CareerBliss shows that high salaries and extensive benefits are not the greatest drivers of job satisfaction. Instead, employees become happier with good incentive programs, career development and a healthy work-life balance. Companies that focus on these elements are often voted the happiest workplaces.
How do you measure employee engagement?
Motivating is one thing, but how do you effectively measure the involvement of your employees? You do this with a well-developed Voice of Employee (VoE) program. A VoE program provides insight into the needs of your employees, the challenges they experience, and their perception of the organization. These insights help you take targeted actions that help employees thrive and stay loyal.
With this data you can not only improve engagement, but also attract and retain the right talent. This way you build a culture in which employees feel valued and motivated, which ultimately strengthens your customer satisfaction and business results.
Want to know more? Register for our lunch session ‘Voice of Employee’ on January 23, 2025 and discover how to optimize employee engagement.
