How Employee Freedom Leads To A Better Customer Experience: Qualtrics MD

How Employee Freedom Leads To A Better Customer Experience: Qualtrics MD
SHARE
THIS



Looking for four key steps your business can take to help build a great customer experience through engaged employees? Qualtrics MD APAC & Japan, Bill McMurray, has the answers.

Most organisations are built around the traditional top-down, command and control structure. However, giving employees the ability to be involved in decisions regarding customer support can lead to greater levels of customer satisfaction.

One way to do this effectively is to implement both customer and employee feedback channels with clear visibility of the results/feedback.

Enabling employees to create great customer experiences is a key tool in building and sustaining a customer-focused business. Such an approach can lead to greater brand loyalty and customer retention.

Qualtrics highlights four key steps businesses can take to help build a great customer experience through engaged employees:

1. Empower employees

Organisations can empower employees by removing unnecessary barriers that may prevent them from putting the customer first.

Organisations can immediately improve the customer experience by implementing systems and processes that let employees see highly-relevant customer feedback in real-time, use the information at their discretion to be a part of improving customer interactions, without having to consult managers further up the chain.

2. Secure leadership buy-in

Offering employees a certain level of autonomy is important, but it is also crucial to make sure that employees have the confidence to make a decision and know that they will be backed up by managers and company leaders.

To do this, companies need leadership buy-in. This can be achieved by designating an executive to advocate for customer initiatives, delivering leadership training and linking executive bonuses to customer satisfaction metrics.

3. Provide incentives

Incentivising employees to care for customers involves far more than simply providing them with a weekly pay packet. Incentivising employees is all about offering special rewards for employees who go out of their way to deliver great customer experiences.

These could be as simple as offering an ‘employee of the week’ award, or as elaborate as providing a sizeable yearly bonus. Either way, incentivising employees will lead to better customer care.

4. Listen to employees

Disengaged employees are less likely to provide a great customer experience, making it harder to win over unhappy customers. Organisations should establish employee listening channels to make sure that dissatisfied employees can voice their concerns or problems easily and without fear of negative repercussions.

An employee engagement program is a good way to make sure employees’ voices are heard. The employee engagement program must consist of real-time employee feedback and provide highly-relevant information for managers, so they are able to take action on employee feedback when it is needed.

It is crucial for companies to integrate their customer experience and employee engagement programs to ensure they deliver an exceptional customer experience. If you don’t have happy employees, then you are unlikely to have happy customers.

Latest News

Starts At 60 Makes Two Executive Appointments
  • Media

Starts At 60 Makes Two Executive Appointments

Mature-age media platform Starts at 60 has welcomed two new leaders to its executive team as it looks to scale up and broaden its commercialisation. Amena Reza (pictured above, right) moves into the role of chief operating officer. She was formerly the managing director of ML Design, and is a chartered accountant and a non-executive […]

HubSpot Creates ‘Marketing Hub Starter’ For Small Businesses
  • Marketing
  • Technology

HubSpot Creates ‘Marketing Hub Starter’ For Small Businesses

Marketing software player HubSpot has launched Marketing Hub Starter, a new software offering that aims to give growing teams the tools they need to start marketing right. This new tier of HubSpot’s platform is designed with small businesses in mind, consolidating the capabilities of existing disparate marketing tools into one platform and offering an affordable […]

Market Research Industry Cracks Down On Shonky Behaviour With New Digital Platform
  • Marketing

Market Research Industry Cracks Down On Shonky Behaviour With New Digital Platform

The Association of Market and Social Research Organisations (AMSRO) has launched a digital platform to highlight fake or illegitimate research activities to the public. ‘Phish of the Day’ enables AMSRO members, as well as the general public, to report any scams or non-genuine market and social research activities to the association. These might include telemarketing […]

Pooled Energy Appoints Magnum & Co And The Wired Agency
  • Advertising
  • Marketing

Pooled Energy Appoints Magnum & Co And The Wired Agency

Swimming pool electricity retailer Pooled Energy has appointed Magnum & Co and sister agency The Wired Agency to its roster, following a competitive pitch. Magnum & Co will handle Pooled Energy’s social media and PR, while The Wired Agency has been appointed to manage the company’s search and display advertising. Both agencies will collaborate with […]

Masculinity Roasted In Clever New Ad
  • Advertising
  • Campaigns

Masculinity Roasted In Clever New Ad

Think masculinity means drinking a case without chundering? Well, rediscover it (& possibly yourself) with this top ad.

by B&T Magazine

B&T Magazine
WPP AUNZ Partners With Career Trackers Indigenous Internship Program
  • Advertising

WPP AUNZ Partners With Career Trackers Indigenous Internship Program

Advertising and marketing network WPP AUNZ has joined the Career Trackers Indigenous Internship Program as part of its commitment to a diverse workforce, and the creation of opportunities that inspire excellence. As part of the program, WPP AUNZ has welcomed its first three interns: Abi-Leigh Dillon (WPP AUNZ), Amy Mccutcheon (MediaCom) and Jacinta Evans (Ogilvy), […]

Taboo Goes On A Hiring Spree
  • Advertising

Taboo Goes On A Hiring Spree

Taboo has gone a hiring spree. And when it comes to sprees, that's far better than a shooting one or a farting one.

M&C Saatchi Group’s 1440 Shuts Up Shop
  • Marketing

M&C Saatchi Group’s 1440 Shuts Up Shop

Sadly, M&C Saatchi's 1440 is no more. And chances of it being reborn as 1550 not looking much chop either.

by B&T Magazine

B&T Magazine
Luke Kelly Becomes A Partner At HBT
  • Advertising
  • Marketing
  • Technology

Luke Kelly Becomes A Partner At HBT

B&T's not sure what's with that twirly thing in the press photo, suffice to say a vortex to an alternate dimension?

Women In Media Profile: Alison Michalk
  • Media

Women In Media Profile: Alison Michalk

If B&T's Women in Media profiles were an animal they would be a gazelle or lioness, or even a lioness eating a gazelle.

by B&T Magazine

B&T Magazine
Grant Broadcasters Makes Several Changes To Senior Executive Team
  • Media

Grant Broadcasters Makes Several Changes To Senior Executive Team

Independent media company Grant Broadcasters has announced a number of changes to its executive ranks. Grant Cameron will move up to become non-executive chairman for the company, and Alison Cameron (pictured above) – currently the chief operating officer – will assume the CEO role. Dugald Cameron remains responsible for the family’s investment portfolio and is […]