How Employee Satisfaction can lead to Customer Satisfaction
Employee satisfaction is becoming an irreplaceable part of positive company culture. Along with that, customer satisfaction has also become a prime aim.
But, building a loyal and happy customer base is not an easy task. It is achievable if you have a workforce that is satisfied with their job. Their satisfaction levels will reflect on how they interact with a customer. The prime goal should be keeping your employees engaged, satisfied, and happy with their work.
The link between employee satisfaction and customer satisfaction
The following is what Pandi Alagu Raja Mahamuni— the current AGM-HR of SEGULA Technologies and a member of the Top 100 Global HR Influencer List— had to say about the inextricable connection between employee experience and customer experience:
Employee experience and customer experience share a direct association with the organization's revenue & growth. When employees are treated with values, engage in their work, and find great meaning & satisfaction in how their roles contribute to a greater purpose and go beyond the norm to carry that feeling to customers.
The products or services you have to offer your customers might be driving factors that lead to customer satisfaction. Thus, one of the most prominent factors that one should focus on is customer service.
Excellent customer service is achievable when your employees are eager to work if the job is right for them. Always keep in mind that employee engagement is the key to achieving employee satisfaction.
If they are more driven towards their job, they are more successful in bonding with the customers. It shows their level of satisfaction in the organization. Satisfied employees are-
- Engaged Employees- Your employees’ level of engagement will define their ability to heed to the customer’s problems.
When your employees are engaged, they are more likely to provide hassle-free customer service. Thus, leading to an increased number of satisfied customers and gaining their loyalty.
- Successful in Bonding- When your employees are satisfied with their job, it will reflect in the way they handle a customer. They will be able to listen to their concern, become more respectful, and treat them well.
Thus, resulting in bonding with a customer well. In return, it will improve the service ratings and increase satisfied customers.
- Positive Energy- Employees who are positive towards their job are enthusiastic and confident. This is a crucial factor when customer service comes into play.
When your employees are proficient in what they do, they will provide a swift solution to your customers. This declines the number of unhappy customers and increases positive customer feedback.
Building Employee Satisfaction Leading to Customer Satisfaction
We have emphasized how employee satisfaction is linked with customer satisfaction. Let us have a look at how we can focus on employee satisfaction in an organization.
1. Employer-Employee Relationship
The employer-employee relationship is one of the most important aspects of an organization. Developmental changes will always be there in the corporate world. But, it is crucial to maintain an excellent employee-employee relationship.
Establishing an excellent employer-employee relationship reduces the chances of conflicts and fosters bonding. It also boosts-
Collaboration in the workplace
Improves problem-solving skills
Fosters a learning environment
This, in the long run, increases employee satisfaction and reduces employee turnover.
2. Employee Experience
Imagine doing the same job week in and week out without any prior challenges. How monotonous will it become for you? Now apply the same scenario when it comes to your employees. It will become a bad experience for everyone in the organization if there are no challenges and career growth.
Building a sustainable system where employee experience is the focus is vital. When your employees get the best experience in an organization, it brings the best in them. To provide a good experience, you need to-
Create a good working environment
Heed on psychological safety
Promote a diverse work culture
A good environment will help your employees to maintain a good relationship with your customer. Thus leading to high customer satisfaction.
3. Employee Well-Being
It is quite vital to keep in mind the well-being of your employees. When they get succumbed to burnout, they become less motivated to work. This affects their relationship with a customer, and they are more likely to ignore the issues.
So, you must take care of your employees and curate a system that prioritizes employee well-being. Further, boosting their morale and engagement levels. And having a positive impact on customer satisfaction.
4. Employee Surveys
To have a constant update on how your employees are feeling in the organization, managers can opt for employee surveys. It is one of the best tools that you can use to get real-time feedback from employees about their experience in the organization.
Once you gain essential insight into what your employees think, you can work on the improvements. With swift action, you can-
Make employees feel valued
Increasing their morale and boost their confidence
5. Developmental Programs
The majority of today’s workforce is made up of millennials who are enthusiastic and hard-working. These millennials are innovative, leaders of their own, and are on the constant lookout for growth.
And to provide growth opportunities, you can build effective developmental and training programs for the employees. It will help them improve their skills, but it will also help them become more proficient at their jobs. This will further cement your employee’s loyalty towards the organization. With adequate developmental opportunities, your employees will be satisfied with their workplace. Furthermore, a happy employee means satisfied and loyal customers, which will grow your presence in the vast corporate world.
Summing it Up
The importance of customer satisfaction is something that needs to be significant. Without customers, business outcomes might plummet. But, on top of all that comes your employees' key role in achieving a loyal and larger customer base. Your high-performing employees will only keep their standard of work if they have high satisfaction. So, you must keep your focus on attaining a productive workforce and see the positive result it bears.