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CSIA FOCUS

The heart of our customer experience — our employee experience Christopher Littlefield, the founder of AcknowledgmentWorks and CSIA's Amanda Moroney look at why creating great customer experiences starts with a focus on your employees. If you’ve ever walked into a business only to be greeted by the top of an employee’s head as they ignore you while on their phone, then you know how irritating disengaged employees can be. As people-focused organisations, we are often aware of how a warm and engaged interaction (“may I help you”, “how was your experience”, “thank you”) can make or break the customer experience. But what we are not always mindful of, is how every interaction with our employees represents an identical experience. According to Gallup’s 2017 State of the Global Workforce Report, 86% of the Australian and New Zealand workforce is disengaged or actively disengaged. Your team members might be showing up to work, but are not necessarily working, and some people (you know who they are) might even be encouraging others not to work! The data reflects a powerful picture: organisations with the highest engagement levels have 10% higher customer service metrics, are 17% more productive, have 21% more sales and are 24% more profitable. Furthermore, these organisations

also see their absenteeism go down by 41% and turnover decrease by as much as 54%. If you want to take our customer experience to the next level, you must start by taking our employee experience to the next level.

The Paradigm Shift – Employee Experience is Everyone’s Job Outsourcing employee experience to Human Resources is like outsourcing sales to IT; they might get the hardware, software and provide some training, but if people aren’t using the tools, there is little or no impact. According to Gallup, 70% of the variance in employee disengagement is dependent on the employee’s manager. If we want to transform our employee experience you must start by taking ownership. As leaders, the experience of our people is our responsibility and every action, or inaction, has an impact.

How do you understand your employee experience? We apply the same lens that we use to understand our customer experience! Why do people choose to apply? What do they experience day-to-day working for you? Most importantly, what keeps our best people coming back, and what (or who) is driving our best people to leave, To answer these questions you need to first ask, and then really listen.

“Take care of your employees and they’ll take care of your business,” says Richard Branson. If we want to wow our customers we need to start by wowing our employees. It is the little gestures, each and every day that show our people that we value and care for them. An employee who feels valued, appreciated and can see that they have room to develop and grow will show up for both the organisation and its customers.

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FOCUS | CSIA Quarterly | February 2019  

Welcome back FOCUS readers! FOCUS Magazine for this quarter is focusing on the difficult, yet essential notion of loving your customer. A...

FOCUS | CSIA Quarterly | February 2019  

Welcome back FOCUS readers! FOCUS Magazine for this quarter is focusing on the difficult, yet essential notion of loving your customer. A...

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