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Customer-Obsessed Can’t Happen Without Engaged Employees

Customer-Obsessed Can't Happen Without Engaged Employees

This article by business blog Kat’s Insight about a recent Forrester Research study is a must-read for all businesses. Their conclusions are very much the topic of today:

1. The power in the new digital world has shifted to the customer.

And the customers are:

  • Willing to innovate (faster adoption of new products and technology)
  • Almost excessive device users (shift from physical to digital)
  • Information-savvy
  • Self-sufficient and can find what they want online

2. To succeed we can’t be simply customer-centric, but rather, we need to be customer-obsessed!

Succeeding in this new world means that we need to:

  • Build the structure to meet the demands of the customer
  • Build a culture that is obsessed with the client experience
  • Hire the right people who will build empathy with the customer
  • Be obsessive about changing processes to create the best customer experience (see Reicheld: The One Number You Need to Grow)
  • Have the right business technology to make dealing with us easy

Employee Engagement Correlates with Customer Loyalty

Underlying all of this is the core element that I have talked about before in my blogswe need to start by building an engaged workforce and match that with a customer loyalty program like Reicheld’s Net Promoter Score.

Whether we are talking about measuring employee engagement or customer loyalty, the real power in the obsession is built from these key things:

  1. The correlation between engaged employees and customer loyalty is indisputable. You can’t get customer loyalty without having employees who are actively engaged and who delight in exceeding the customer expectations.
  1. Both surveys only give you a number. The true benefit is the permission that number gives you to have a conversation about finding ways to make the experience better for both employees and customers.

Far too many companies see measurement as the be-all and end-all. They are like the restaurateur who leaves the deep fryer on every night. It is not a question of IF the place will burn down but rather WHEN.

Workplace Engagement Insights provides and administers employee engagement surveys to measure engagement in your organization and determine how to move forward. Schedule a complimentary consultation now.

Click here to download a sample report of our employee engagement survey!

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Written by Dwight Lacey

Dwight Lacey

Dwight is the President at Workplace Engagement Insights. He leads Workplace Engagement Insights with a clear understanding of the latest employee engagement research, survey best practices, and leadership styles that create successful businesses.

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