The Employee Engagement / Customer Service Connection


I was throwing around some stats in a presentation recently. Numbers change and every day another survey comes out but let’s say that 57% of New Zealand workers are disengaged. They choose to do no more than they have to. These disengaged folk in retail account for the causes of 95% of customer complaints. Ouch. This article goes into some detail on how disengagement (and engagement) impact customer service and its well-documented flow-on effects into revenue and profitability. Worth a read.

I am always a bit wary though of examples of companies being held up as saint-like when it comes to any books or articles on leadership, customer service or whatever. I do use real businesses as examples and case studies and stories in my presentations but I try to always put them into a context and perspective to keep it as realistic as possible. A halo that I assign will always be quite specific and limited. It’s way too easy to point out exceptions to their otherwise admirable performances. The article does wave a halo over the heads of their example companies and that always diminishes their credibility with me. But credit where credit is due.

Here are their key points:

  1. Create an employment engagement roadmap
  2. Inspire employees by socializing customer centricity
  3. Build customer centricity into employee tools and ongoing practices

I get their drift but am aghast at a buzzphrase like “socialising customer centricity.” That said, it’s a great idea. I’m off now to talk to my kids about our “intergenerational connectivity…”

About Terry Williams - The Brain-Based Boss

I'm all about engaging people and helping you engage yours to influence behaviour to improve results - at work and at home. Maybe you're a manager, a salesperson, a leader, a parent, a presenter or an event organiser? You need to grab your people's attention, create some rapport, be memorable and influence behaviour change. How can we do that? I'm originally a trainer by trade, turned manager, turned comedian and partway back again. Author of 'THE GUIDE: How to kiss, get a job & other stuff you need to know', I write and speak about how to engage people, be they employees, family or yourself. How can we connect with people’s own internal motivations and help them use their own inner passions to drive towards productivity, success and happiness? And hopefully have a few laughs along the way... As a trainer facilitating learning and development in others, I find myself drawing on my own extensive business experience. I specialise in the delivery of high impact, customised training solutions for organisations that are serious about improving the performance and lives of their people.

Posted on September 2, 2013, in Employee Engagement and tagged , , , . Bookmark the permalink. Leave a comment.

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