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Employee happiness fuels customer satisfaction

25/07/2024
Customer Experience People TSACare
Article
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Customer Experience People TSACare

If you’re not prioritising your employees, your business performance may be suffering. The connection between employee happiness and customer satisfaction is undeniable. According to CX Insight Magazine, “When employee experience (EX) and customer experience (CX) work together, they can deliver incredible results. The reason for this is simple — employees who are happy, fulfilled, engaged, and challenged translate to better results as they care more about the experience they deliver to customers.” But does improving EX mean costly initiatives? Not necessarily. Discover how simple, thoughtful changes can significantly enhance both employee satisfaction and your company’s success, without breaking the bank.

 

Implementing low-cost, high-impact EX strategies

Our team operating from our Melbourne office illustrates how prioritising employee experience leads to better customer interactions. Here’s how they’re making impactful changes without a hefty price tag:

 

Recognising and celebrating success

Each month, a team member is selected not just for their hard work, but for embodying the values that drive customer satisfaction. Shared publicly within the business this recognition boosts morale and motivates the team to maintain high standards. 

“The customers that I speak with always thank me for my help, which I always appreciate. But being recognised by my peers for my hard work really adds that extra bit of motivation,” shares Suzanne, a recent honouree.

Allison, a Team Leader, also highlights the broader impacts of these recognitions: “I love that our team members are all so encouraging of each other, and we really like to shout it out when we have something fun and engaging to share. Our promotions and the monthly spotlight not only encourage others to aspire for this recognition but also demonstrate our agents’ stellar performance. Offering this award each month drives success among our team and excites me every time.”

 

Leveraging customer feedback

Positive customer reviews are shared with the team, linking employee efforts directly to customer satisfaction. Trent, our Senior Operations Manager, emphasises the importance of customer feedback in our daily operations. “Knowing that a customer has taken the time to provide feedback creates a powerful affirmation that the team’s work is making a tangible difference,” he explains. “When the feedback is specifically associated with an employee’s name, it not only enriches their sense of purpose but also fosters a customer-centric mindset.” 

“It feels great to be acknowledged, but it’s not the reason why I do it,” reflects Carl, who recently received glowing customer feedback. “Giving an amazing experience to every customer I speak to is its own reward.”

Uniting Teams

In the sales industry, it’s not uncommon to drive performance by cultivating competitiveness between teams. However, our team has adopted a different approach. Rather than encouraging rivalry, they’re emphasising unity and collaboration, strengthening teamwork and shared success. This unity ensures that every customer interaction is infused with the same collaborative and supportive spirit, significantly enhancing the overall customer experience. 

Team Leader, Allison, shares, “We value all of our teams as one. While each Leader has their own set of responsibilities, we step up and support each other always. Every morning, I walk around the office and say “hi” and send out a welcoming ‘good morning’ message. We’re all here to support any of the team member’s needs, anytime.”

 

Encouraging skill development

Career progression opportunities may not always be available, but that doesn’t mean skill development should be put on hold. Continuous learning and development are vital, not only for personal growth but also for enhancing team capabilities that lead to improved customer experiences. 

Emma, recently promoted to a leadership role, shares her experience: “The management team are amazing — always encouraging and ready to provide opportunities. When new staff join, it’s not just management stepping in; everyone takes part in listening to calls, providing support on the sales floor, and helping with any questions that come up. Before I was promoted, I was actively involved in running games during meetings, assisting with promotions, and enhancing my skills through additional responsibilities.”

 

Building teams through fun

Regular team-building activities, such as a spirited paper plane contest, do more than just offer a break from business-as-usual; they promote a relaxed atmosphere where laughter and camaraderie thrive. These initiatives not only provide an opportunity for leaders to be more approachable but also strengthen the bonds between team members. 

“A positive and inclusive work environment doesn’t just benefit our internal dynamics either, it directly influences how our teams interact with customer,” Trent points out. “When team members are genuinely happy and engaged, they bring this enthusiasm to every customer interaction.” Research, like the findings from the University of Portsmouth, suggests that positive emotions can be conveyed through tone alone, and customers are remarkably attuned to these cues.

Penny, Team Member and winner of ‘Best Paper Plane Design,’ shares her thoughts: “Having something fun to do between calls is great. It feels amazing to have small competitions and activities that help me build relationships with my peers, but also motivate me in delivering great customer service.”

Validating the EX-CX connection

The direct impact of employee happiness on customer satisfaction isn’t just a theoretical idea; it’s a proven strategy. Trent reiterates the effectiveness of this approach across various sectors, stating, “The biggest thing I drive is team culture and engagement, and if you ask anyone across my channels in automotive, healthcare, or logistics, they’ll all agree—building that team culture and morale not only drives strong performance but also enhances customer satisfaction significantly.” 

Through the dedicated efforts of our team, it is clear that employee happiness directly influences customer satisfaction. By prioritising a positive workplace environment, engaging in meaningful recognition, and building genuine teamwork, we not only enhance our internal culture but also significantly improve the interactions our team has with customers. This holistic approach, championed by leaders like Trent and evidenced by the experiences of employees like Penny and Suzanne, demonstrates a simple truth: when we invest in the happiness of our employees, we invest in the success of our business. 

 

 

TSA are Australia’s market leading specialists in CX Consultancy and Contact Centre Services. We are passionate about revolutionising the way brands connect with Australians. How? By combining our local expertise with the most sophisticated customer experience technology on earth, and delivering with an expert team of customer service consultants who know exactly how to help brands care for their customers.

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