EMPLOYEE EXPERIENCE
ILLUSTRATION PROVIDED BY ADOBE STOCK
FIND
SUCCESS BY ENHANCING EMPLOYEE EXPERIENCE
HAPPY EMPLOYEES HELP TO MAKE HAPPY CUSTOMERS .
BY SHIELA MIE LEGASPI , CYBERBACKER
Many business owners who set out to create long-lasting ventures choose to delve into service-based businesses . These can run the gamut from restaurants to personal assistant services , retail , transportation like charter buses , delivery , moving , and taxis , to places like spas and salons , and to self-storage .
The common thread that runs throughout all these businesses is a focus on customer service . The customer is a significant part of any service-based business , and these businesses would not exist without them . A focus on keeping those important customers happy is integral to a venture ’ s ultimate success . After all , happy customers beget more happy customers . 24 CONTACT CENTER PIPELINE
The secret sauce to a successful business with a happy customer base lies within the employees . When employees have a good experience within their workplace - feeling valued and heard - those positive vibes are likely to spread to the customer through great customer service .
The need for exceptional employee experience is particularly important for when employees interact with customers on the phone or online as part of their jobs , or if they work in an office or small contact center .
Why ? Because the first points of contact for many customers with businesses is when they call or text or are called or texted . And first impressions – including how employees feel as expressed in their tones – count . They will help a customer decide whether to visit or return to a business .
THE EMPLOYEE / CUSTOMER CONNECTION
There is a deep connection between customer and employee in service-based businesses . Those frontline employees represent your brand and your company culture , and customers will base their feelings about your business on their interactions with your employees .