Employee Disengagement Continues to Climb

A recent workplace survey found that twice as many employees as last year are looking to change jobs. This dissatisfaction is having a significant impact on productivity and the quality of service customers are experiencing according to Chris Bell Managing Director of Customer Experiences Ltd a customer experience development business.

The survey concludes that a lack of focus by leadership and the resulting negative business culture is the main reason for this large increase. According to Bell this disengagement by employees will only continue unless employers start to understand that unless they get their priorities right and put their people first this situation will continue to impact on business growth and profitability

Bell said that most businesses are not capturing the increased costs this situation is adding to a business. These costs include recruitment, training, team disruption and just the amount of time it takes to get a new person up to speed and that’s not to mention the damage to the internal culture, a company’s reputation as an employer, the damage to customer relationships and the negative word of mouth that results.

Bell released a customer experience formula early this year which he says a few more employers should read in light of this recent survey, it’s a formula for successful employee engagement and the resulting positive impact on productivity and the quality of an organisations customer experience.

The Customer Experience Formula-

Involvement = Engagement 

The more involved your people are in the development and delivery of your Customer Experience the more engaged they will be in the role they play in that experience.

Involve everyone because everyone ultimately plays a part in your Customer Experience

Engagement = Commitment

The more engaged your people are in delivering the very best experiences to your customers the greater their commitment to the on-going development of that experience.

This formula will only be successful once you have total commitment

Commitment = Loyalty

The commitment of your team drives customer loyalty. Real customer loyalty is about building strong relationships. Trying to do it with gimmicks doesn’t work.

From loyalty comes word of mouth, the most powerful form of advertising.

Loyalty = Productivity

A loyal team does things more effectively and efficiently without compromising the quality of the customer experience.

Capitalising on the creativity of your team is today’s most powerful competitive advantage.

Increased Productivity = Growth/Profitability/Cost reductions.

End

chris@customerexperiences.co.nz www.customerexperiences.co.nz mb 027 2792360