Qualities in a Professional for Better Relationship with Co Workers
An individual must share a warm relationship with his fellow workers to remain happy and satisfied at work. Don’t fight with your colleagues and spoil the decorum of the office. You need people around to talk to, discuss several issues, evaluate the pros and cons of your ideas and finally come to a solution which […]
Role of Personal Development in Career Growth
Who do you think is a valuable employee? An individual becomes a burden on his/her organization when he fails to perform additional tasks beyond his/her regular key responsibility areas. Multitalented employees definitely have an edge over those who restrict themselves only to a particular task and fail to contribute in other departments and areas. Organizations […]
Six Steps for Making a Business Case
Organizations tend to work collectively. Ideas tend to come to individuals within the organization. However, they need to be spread across the organization. Any change only takes place if several people in key positions believe that the idea is good enough. This is where a business case comes in handy. Executives from all departments in […]
Employer Branding Best Practices
Work is no longer what it used to be a couple of years back. The ever rising influence of social media and intensifying talent war have completely changed how employers are perceived. It has altered the way people seek and engage in the jobs that employers offer. In addition, the inclusion of millennials in the […]
Principles of Job Evaluation
Job evaluation as evident from the word itself aims at evaluating the job and not the person. It is a process of evaluating and determining the value of the job for an organisation. The evaluation is always in relative and not absolute terms. The idea is evaluate a certain job against other jobs in the […]
Numerous management studies and researches support the proposal that there exists a relationship between employee engagement and customer satisfaction.
It has been observed that the actively engaged employees are extremely loyal towards their organisation and are always ready to walk that extra mile to ensure success for their company.
The studies such as ‘Loyalty Effects’ show that when people have a sense of belongingness towards their workplace and feel great about being associated with it, they provide better customer service.
They treat them as a company and therefore, strive to achieve excellence in whatever they do to serve customers better. Employee engagement correlates positively with customer satisfaction and increased productivity of the organisation as a whole.
As employees are considered the internal customers of an organisation, their satisfaction level plays an important role in keeping the company in good health. When they are satisfied, it is obvious that they will treat the external customers including buyers and end users in the best possible manner.
It is guaranteed that customers keep coming back when they are treated well. Not only this, it also helps in growing the loyalty level of customers towards the company.
Experts say that every company that is looking to sustain in this ever changing business world must try to enhance the engagement level of their employees and those who want to take their business to the level must make a dedicated effort and figure out the way of engaging almost every employee of the organisation. Employee commitment towards their job keeps them engaged and results in high levels of satisfaction.
The productivity of an organisation not only depends on the time the employees spend in the company but it also takes into account the effort they put in executing their jobs ensuring the optimal use of resources. This in turn helps them grow and acquire more skills.
Organisation must have a proper system of building the careers of its highly engaged employees to their spirits up and motivate them to perform their best always.
Employee engagement depends upon how effectively and efficiently the systems and procedures of the organisation are followed. Just having well defined procedures is not enough; in fact, they need to be duly followed and upgraded from time to time.
When companies make efforts to enhance the employee engagement levels, they automatically work towards improving customer satisfaction. The studies have revealed that organisations working on this aspect have experienced a significant decrease in the rate of employee turnover.
Companies like Born experienced a downfall of 48 percent in employee turnover rate. Earlier it was 50 percent which has now reduced up to 2 percent.
Monsanto found out in a survey that the strongest factors that can influence customer satisfaction dramatically include employee satisfaction and employee work-life balance.
Sun Microsystems has also found out that their actively engaged employees recommend the company as the best place to work. This has resulted in increased employee satisfaction, low employee turnover rate, increased customer loyalty and increased pool of potential employees.
The studies conducted by all these and other Fortune 500 companies have put a stamp on the idea that there is a positive link between the employee engagement and customer satisfaction.
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