Involved and customer-oriented employees are crucial for an optimal customer experience. But how do you know if you are on the right track? Measuring employee engagement and customer-oriented culture can be done with three essential elements: intrinsic motivation, corporate culture and structural feedback.
Measuring intrinsic motivation
The Employee Energy Pulse measures the intrinsic motivation of employees by asking whether they get energy from their work. Instead of an extensive annual survey, use short, regular questionnaires. Energy is a recognizable and measurable factor that indicates how employees feel at the end of the working day. When employees feel energetic after work, it indicates that they are motivated and committed.
Measuring customer-centric culture
With the CX Culture Scan you can measure to what extent your corporate culture is customer-oriented. Global leaders in customer experience have a culture focused on flat hierarchy, personal relationships and freedom to make customers happy. The CX Culture Scan contains statements about the culture of the organization, with which employees indicate the extent to which they agree. This provides insight into how far your organization is from an ideal CX culture.
Structural feedback
Feedback should go beyond annual performance reviews. 360-degree feedback enables employees to ask for and provide feedback themselves in a positive and constructive way. This stimulates growth and self-confidence. Employees can manage their feedback processes themselves within HR guidelines, allowing feedback to be used more effectively to increase engagement.
Positive Psychology
CYS’s Voice of Employee program is based on scientific research and best practices in positive psychology, which directly impacts work ethics and culture within the organization. This unique program helps you create a culture in which employees flourish and contribute to customer-oriented business operations.
Want to know more? Register for our lunch session ‘Voice of Employee’ on January 23, 2025 and discover the latest developments in the field of employee engagement.
