Employee Engagement

To measure employee engagement is to understand your employees’ experience and connection to the brand and customer experience. Interviews, focus groups, observation, journey mapping workshops, mystery shopping, immersions, surveys and employee feedback to gain insight.

What we do

We take a peek inside the minds and hearts of your employees and find out what you most need to know: their knowledge and emotional connection to your brand, their understanding of your Customer Experience vision, their perception and ability to deliver the expected experience within the framework of organizational structures, policies and procedures etc.

“Customer Experience will overtake price and product as the key brand differentiator by the year 2020.” – Walker

Why it is important to your overall customer experience strategy

  • Employees are more likely to be passionate about your brand when they understand your brand’s vision and your Customer Experience strategy.
  • This leads directly to more engaged employees, improved work performance, and also to higher employee satisfaction and they will be able to execute their jobs more effectively.
  • Engaged employees sell more and build good relationships with customers and therefore help to grow your business.
  • Grooming a highly productive workforce is key to achieving your business goals and guaranteeing sustainability in the market.
  • Unsatisfied employees will seek out new opportunities. It is often your most valuable employees that will easily find greener pastures elsewhere. High staff turnover can have a debilitating effect on recruitment costs, your service delivery and your customer relationships.
  • Loss of employees equals loss of crucial in-house skills and company-related knowledge (which also impacts your bottom line heavily over time).
  • A positive company culture, once established, should be fiercely protected and nurtured, as it holds many intangible benefits that contributes to business success.

How we do this

  • Interviews
  • Focus groups
  • Observation
  • Workshops – Journey mapping
  • Immersions
  • Surveys
  • Employee feedback

What you get

Thorough audits of your employees’ level of engagement:

  • Knowledge of and emotional connection to your brand, which is directly linked to the way they, in turn, will represent it to, and interact with customers.
  • Input from employees will highlight challenges and opportunities for innovation.
  • Knowledge of pain points in your organisational structure to optimal service delivery can direct initiatives to breakdown silos.
  • Information about how engaged employees are to your goals will direct your training programmes.