Human Capital Management Blog

Strategies for HCM Professionals

4 key trends to watch in employee engagement and customer satisfaction

teaming up with customersFor corporate leaders who spend a great deal of their time focused on human capital management,  something you’re always keeping a close eye on are employee engagement levels, and with good reason. If your employees are engaged, your company will enjoy myriad benefits. Among them are greater productivity, stronger retention and a more positive atmosphere on a daily basis.

And the positive impact doesn’t end there. There’s still another layer to consider, and that’s the impact that an engaged staff will have on your customers – the end users of your product. There’s a clear correlation between happy employees and happy customers. If your employees are engaged, they’ll do better work. This means offering a more enjoyable customer experience, and this in turn means more people go home satisfied.

According to HR BLR, this phenomenon is very real and measurable. The news source drew upon the results of a recent study from Temkin Group, which found that 80 percent of HR professionals see employee engagement as an important area of focus. Additionally, a majority of these respondents said that engaged employees are contributing positively to engaging the customers they serve. Bruce Temkin, managing partner of Temkin Group, is a big believer in this.

“Employee engagement is critical for customer experience success, and it requires active human resources involvement,” Temkin said. “This should be a strategic calling for all HR professionals.”

It stands to reason that if you have happier people, your customers will feel the impact. If this isn’t a point of emphasis for your office yet, now is the time to make it one.

The following are four ongoing developments contributing to this movement:

HR playing a bigger role
When companies show real improvement in terms of employee experience, it’s often because HR has helped. This is on the rise – Temkin Group found that only 15 percent of HR offices were focusing on customer centricity in 2012, and that figure is now 31 percent in 2016. HR is showing a clear interest in getting involved.

Guidance from leadership necessary
Of course, that still leaves a majority of HR offices still lagging behind when it comes to their customers. Among that cohort, the common roadblock is usually the same – as Temkin put it, “HR leadership has not defined it as a priority for HR.” In the coming years, it’s imperative that more HR executives begin singing a different tune when it comes to their customers.

Measuring engagement becomes important
Now that we know how important employee engagement is for customers, it’s time to start measuring it. And not just once per year, either. More is necessary. Temkin found that 40 percent of companies measure engagement more than annually, up from 27 percent who did so in 2012. This number will only increase moving forward.

Don’t just peruse the numbers – take action!
Of course, just putting together a bunch of numbers on engagement and glancing at them is not enough to achieve real results. HR executives also have to think critically about what the numbers mean and how they can make real adjustments accordingly. In the near future, the best organizations will be the ones who use employee analytics to make a tangible difference in the customer experience.

We discuss this topic further in our CeridianVoice newsletter article:  Top Tips for Teaming up with your Customers.

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