The Employee Engagement / Customer Service Connection
Posted by Terry Williams - The Brain-Based Boss
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:
- Create an employment engagement roadmap
- Inspire employees by socializing customer centricity
- 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…”