Are your employees delivering lack luster service?

Are you struggling with these challenges in your business?

Your customer service staff is demotivated
You are experiencing an influx of customer complaints
Your NPS is low or declining, or other customer feedback metrics indicate that your customers are not satisfied

Very often, customer complaints can be indicative of the level of employee engagement or alignment with the brand values. KNOWING how engaged or aligned your employees are to the business’ values, service standards and customer experience essence will help you to identify the OPPORTUNITIES to address the GAPS.

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

There are many effective ways to determine the level of engagement or alignment of your employees with your business. Some of the methods we use include:

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

What you get

Insight into your employees’ level of engagement with the company, their role and customers. Gaps and opportunities are identified for the improvement of a customer-centric culture and more engaged employees.

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.