Posts tagged ‘employee engagement’

January 20, 2012

Yoo-hoo, Over Here, It’s the Voice of the Customer: Do You Compute?

In a recent article in HRmagazine.co.uk, Helen Murray laments the plight of call centre agents who have to listen to the same old customer complaints over and over again.

Too true.

Then she goes on to argue that this is because many companies don’t have the processes or solutions to appreciate the customer’s perspective.

Not true.

Many of the points that Helen Murray makes are valid and pertinent to a consideration of how to improve customer service. Listening to the “Voice of the Customer” will reveal invaluable information about how to improve strategy, service and products. Good organisations will use the means at their disposal to gather information from a wide range of sources including social media, call centre calls, forums, and digital and traditional correspondence. Many organisations are not doing this and are missing out on opportunities to learn and advance from a better understanding of what they are doing right and wrong in the eyes of their customers.

But there we part company.

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June 3, 2011

I’m Happy, You’re Happy. Yet More Evidence that Satisfied Employees Make Satisfied, and Loyal, Customers

We have known for a long time now that there is a link between how happy an organisation’s workers are and how happy its customers are.  New findings published in the May 2011 edition of the Journal of Service Research demonstrate yet again that, when studied empirically, the links between employee satisfaction and customer satisfaction are undeniable (1).

This study led by Heiner Evanschitzky from AstonUniversity reveals further that when employees are more satisfied in their roles, the link between customer satisfaction and intention to buy from the company again in the future is stronger.  Satisfied employees mean that satisfied customers report more likelihood to purchase in the future.

In this study, Evanschitzky and his co-researchers examined satisfaction levels at 50 franchised retail outlets and so the employees in the study directly interacted with the customers.  It probably seems intuitively correct that as a customer, if you are served by someone who is happy in their job, then you may come away feeling more positive about the organisation. A process of social contagion could explain at least some of the customers’ satisfaction: they might have been picking up and adopting some of the emotions of the employees during their interactions with them.  In addition, engaged and satisfied employees may care more about providing a good service, and work harder to do so, leading directly to a better customer experience.

However, the effect of employee satisfaction seems to go deeper than this,

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