If you’re a business looking to enhance your CX, the most effective way is to engage, encourage, and empower your employees—an empowered employee powers the customer experience by serving the customers in the most righteous way.
Today, every business is seeking the most appropriate method to leverage their CX. However, churning out an exceptional CX is not a one-person job. It’s the result of the whole team—wide effort!
In the age when customer experience is the key to businesses’ success, any corporate should not neglect their employees who come in direct contact with the customers. Customer experience and employee experience or satisfaction go hand in hand – it works like a correlational theory. Companies that are willing to work for the betterment of their employees are the smart moving systems. They are well-aware of the inverse impact of satisfied employees on their customers.
“Employee experience drives customer experience, because regardless of what your product is, your employees are the ones who are delivering it.”
Engaged employees influence the staff performance; hence, there’s a rise in overall productivity and performance towards driving CX. Such team members are empowered to go the extra mile and serve the customers with the best they’ve got. This quality service enhances the customer experience, which in turn, helps in increasing customer acquisition, retention, and conversion — ultimate evidence of a company’s success.
What is Employee Empowerment?
The word “Empower” is an ambiguous terminology — impact and application are broad and long-term. Gurland explains employee empowerment as people with the following attributes:
- Thorough understanding of the company’s vision and mission
- An energized mindest to make decisions accurately and timely
- Sense of accomplishment and motivation towards their job
- An urge to learn, grow and excel by staying focused on the company goals
- Features accountability of their role in improving CX
- Sense of responsibility to produce better results
Here are five practical ways that transformational leaders can use to empower and engage employees—leading to the ultimate success of driving a better CX.
5 Effective Ways to Empower Your Employees
Fulfill Your Employees’ Needs Properly
CX improvement starts with empowering your workforce to the optimal level, and If there’s one thing you can do to satisfy your employees, it is to meet their requirements appropriately. These foundational needs might include appropriate compensation, a healthy working environment, superior support, recognition, and adequate training. By doing so, there is no gap remained in employee satisfaction and employee performance. Thus, the workforce team is pumped to be more churn out exceptional customer experience.
Empower them With an Aspirational CX Vision
Good customer service is a different concept for each person, be it the top-line management, customer service agents, or the customers themselves. Everyone has a variable expectation when it comes to a standard quality customer service, expectation, and experience. Being a CX transformational leader, your job is to interpret every aspect of the CX vision to your employees. So much so, that they are well aware and well prepared to acknowledge and fulfill the customers’ expectations.
Recognize and Reward
When employees are aware of the customer expectations and their contribution in churning out an exceptional CX, employers or top-line managers can reinforce a positive attitude towards them by celebrating their success. Recognizing the diligent worker and rewarding (either intrinsic or extrinsic) adds a boost to the employee’s morale. Following this strategy results in enhancing their productivity and overall performance as the workers feel connected to the organization’s ultimate goals.
Invest in Training & Development
Enhancing the knowledge and skills of the employees is an essential factor to drive an improved CX. To empower the employees and make them compatible to serve quality customer service, businesses need to offer relevant and regular training and education. Such activities help employees remain up-to-date, skilled, and acknowledged with the CX vision and values of a company. Furthermore, employees are well aware of the modern technologies, concepts, and practices which eventually makes them more customer-centric.
Make them Feel Valued
Creating strategies aligned with your employees’ input and feedback is one profound way to empower them. Engaging and involving the staff members in the discussions, decisions, and resolutions on specific aspects create a loyal bond between the workers and supervisors. Employees feel associated with the organization’s progress hence, they start taking the responsibility to accomplish the CX goals by building rapport with the customers. Being empowered and encouraged, they are autonomous to make proactive and accurate decisions for the welfare of the company and customer.