How to access the most important resource you need to deliver exceptional customer experience - your employees.
Did you know that you can improve your customer experience (cx) & your businesses success by getting employee feedback? It’s true.
To get to the pot of gold you first need to ask yourself, is the work environment & culture that you’ve created one that feels safe for your employees to give you open & honest feedback? By that I mean, have you demonstrated leadership behaviours like listening, respect, integrity & accountability in the past that would make them want to be open & honest with you? If not, then you have some work to do before you ask for any feedback & find the gold at the end of the rainbow. No matter what questions you ask or what feedback you get, you won’t get engaged employees who are bought in to improving your customer’s journeys, getting sales or trying to improve processes.
Luckily for you, there is a solution. It starts with you as a business owner working on yourself, working on your leadership & showing up for your employees. When your employees start to love working for you & your company, they will be AMAZING for your customers & for the success of your business. Yes, it’s true. They may be expensive & some of their demands & expectations may not always be realistic, but if you invest in yourself & in turn them, it will be worth every cent & more.
Your employees are the ones who are meeting your customers & hearing first-hand what their wants, needs, likes, dislikes, etc. are. They are like the Google of your business. The thing is, without their search engines being pre-programmed with the right tools, your employees may not realise or understand what it is that they need to look out for or listen for. Sure they’ll be able to tell you the things that get in their way & the obstacles that would be best eliminated to improve some processes but usually, they’ll be talking about things that will make their own lives easier as opposed to your customers. When you give your employees the training they need & the codes to understand your customers, any feedback you get subsequently will be the equivalent of the leprechaun literally handing you the pot of gold!
Tips coming later this week
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Deirdre Martin is a business mentor that specialises in brand, marketing, sales and customer experience. She is a keynote speaker, business award winner and bestselling business author. For a FREE business breakthrough call, go to Deirdre’s calendar and find a time that works for you. Follow on LinkedIn!