Every organisation understands the importance of putting customers first. Happy customers translate into loyal clients, and loyal clients convert products and services into revenue. However, while companies prioritise customer experiences, some often forget the individuals who did the groundwork to keep consumers happy. 

It’s time we shift the focus onto customers’ initial touchpoint—the employees. 

Like it or not, there’s an undeniable link between employee experience and customer experience. Forbes reported that companies with engaged employees outperform the competition by 147%. This proves that building a holistic framework for employees helps organisations build a strong foundation from within. In other words, the effects of how a company treats employees will cascade towards end consumers.  

1. Culture Comes First 

Good company culture takes more than a well-stocked pantry or sponsoring an all-expenses-paid holiday. Managers who take the effort to create and nurture an employee-centric culture make the workforce feel valued and, thus, fuel a positive customer experience.  

As COVID-19 forced corporations to adopt a hybrid working model, HR professionals should focus on digitising the workplace to equip employees (both local and international) with all the tools necessary to accomplish their objectives quickly and conveniently without sacrificing output quality. 

Keep in mind that collaboration systems do not automatically create a collaborative culture. There should still be attempts to make remote jobs fun and inclusive. Nurture an inspiring environment to keep workers content and productive while they keep your customers happy. Empower them to contribute their time and effort to creating something they are passionate about. 

2. Lead With Tact 

Remote working models have caused an exponential increase in mental stress. Working From Home (WFH) by choice versus during a pandemic are two paradigms with distinct aftermaths. Businesses that recognised this early devised support structures and work arrangements to mitigate the effect of the invisible illness. As we recover from the pandemic, wellness programmes will become a critical component of an organisation’s toolset to attract and maintain talent. 

Creating a working culture that supports physical and mental health shows a commitment to employees’ health and safety. Some companies go as far as introducing additional leave days and offering free mental wellness programs. When companies show genuine empathy, staff who feel cared for are more likely to reciprocate by exuding that same positivity and kindness to customers. That sounds like a win to any business front. 

3. Invest In Talent 

Replacing an employee often costs more than half of their average annual compensation. When businesses spend money training employees and getting them ready for multiple roles with more responsibilities, they are more inclined to stay loyal. 

HR professionals can reduce expenses in recruiting and training new staff by offering solid growth opportunities to workers who want to be active contributors. Encourage talents to stay by giving them a sense of belonging and affinity. Corporations will benefit from adequately charged employees who commit and believe in their vision and mission. 

Here are some measures to retain exceptional talents: 

  • Double down on job design and architecture 
  • Offer coaching and mentorship 
  • Revisit rewards and benefits programmes 
  • Allow greater flexibility in promotion scheduling 
  • Modernise learning and development framework  
  • Reskill employees for future working trends 

4. Listen, Review, Respond 

Adaptability is a critical factor in upkeeping a satisfying working experience. The job market calls for innovative ways to streamline and improve efficiency while keeping employees engaged at every stage of their careers.  

A way to do so is to conduct pulse surveys monthly or quarterly for more regular evaluations. Focus on giving employees a platform to be heard. Raise concerns on the challenges they face, monitor how well they interact with other co-workers, and learn more about what they do daily. 

During performance reviews, be carefully discreet about the processes. The goal is to create a space where workers feel safe to voice their concerns. Allow anonymous submissions, so all opinions are equally weighted regardless of rank. Unbiased consideration will aid managers in evaluating progress and refining programmes for teams to thrive. Of course, companies with a global presence should be extra mindful that different cultures will have diverse thoughts and attitudes.