The peak physical sign of business success is the uncontainable smile of a satisfied client or customer. Customer satisfaction is the ultimate goal of any organization – without the customer, there wouldn’t be a business after all. But accomplishing a target customer’s emotive response to a brand, service or product requires a certain corporate algorithm that combines profitability, employee morale, and consumer satisfaction. Let’s dive in.
The corporate approach to the working model can oftentimes feel as though it prioritizes results over process. This lays a significant amount of pressure on employees, particularly those in the operational side of the business who may be considered dispensable (such as shop floor advisors or warehouse operatives). When the entire focus is on how a customer receives a product, this corporate strategy is in fact counter-productive. For this reason, rife
Where the goal is to attain repeatedly happy customers, it is crucial that the workplace itself produces happy employees. Why? Because happiness is palpable. Your employees are the most important brand representatives. When spirits are high, productivity is at its best. It requires a well-oiled and finely-developed machine to deliver the results of a successful business, and customers feel this.
The lead up to 2020 has brought along with it an emphasis on wellbeing and company culture. The job search has transformed. Once a painful, grinding system of physical resumes and trawling towns, job boards, and newspapers for vacancies, the internet now provides various social networking platforms where brands and businesses are expected to bare all.
It is now an organization’s best interest that its employees boast cheerfully on public domains how great it is to work for them. It isn’t just prospective employees who see this, but also prospective customers and clients. In a ratings-obsessed world, the corporate model has had to reapproach the foundations on which it bases its success.
Consequently, employees become individuals. The refreshed model favors their experience of work as part of the process of well-rounded triumph. Such success is bred from encouraging staff with incentives, additional training, coaching, and recognition. Inspiring inward growth and innovation transfers a greater quality of output.
In an examination into how employee morale impacts productivity, Gallup’s 2020 State of the American Workplace Report found that, while wellbeing has dipped (largely with thanks to the pandemic), engagement in the workplace has “hit a new high”. This refers to workers who are enthusiastic and dedicated to their work and working environment.
The pandemic backdrop has invariably influenced the findings. The employer response, which has had no choice but to improve, has injected newfound commitment to transparency and communication among staff. Further, with a significant portion of employees made unemployed, there is a smaller employment base in which to cultivate metrics. However, this has restored the spirits of those who remain employed and their consideration of their employers. As opposed to dis-engagement, they wish to contribute to positive change.
Ultimately, Gallup found that greater levels of staff engagement produced substantially better outcomes, elevated customer service, greater company loyalty, and improved health; engagement demonstrating a different kind of employee happiness. While this only represents 38% of workers, it proves a huge 12% increase since Gallup began tracking the metrics in 2000. It’s reassuring to see improvements, there is, however, a lot of space for progression.
The pursuit of customer happiness must be less utilitarian and more process-driven. With such simple tokens of gratitude as pizza lunches, 4 p.m. fridays, useful workplace training, and the odd ping pong table, employees are more encouraged to produce the results that a brand wishes to succeed – simply for feeling happier.