How Engaged Employees Deliver a Better Costumer Experience


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It has been proven that a happy and engaged employee will deliver your customers a much better experience. In a world where switching and customer loyalty is a premium, it is imperative that businesses ensure that all avenues to customer loyalty are protected and invested in. This presentation will educate and arm you with key lessons on how engaged employees provide opportunities and disengaged employees that are threat to your business.

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How Engaged Employees Deliver a Better Costumer Experience

  1. 1. How engaged employees deliver a better customer experience Net Promoter Experts September 2013 24/09/2013
  2. 2. YOUR INTERNAL CUSTOMERS 24/09/2013
  3. 3. Internal and External customers 24/09/2013
  4. 4. Net Promoter Score 24/09/2013
  5. 5. Does the experience miss, meet or exceed expectations?
  6. 6. Driving employee advocacy to positively impact sales/brand If employees are detractors of the customer experience/service that they deliver it is highly likely to create detractors amongst your customers as well. Employee NPS Customer NPS
  7. 7. Experience: Do you think you can tell if an employee is unhappy in their work by the customer experience they deliver you? 24/09/2013 72% 11% 17% 0% 10% 20% 30% 40% 50% 60% 70% 80% Yes No Don't know Is employee satisfaction with the job projected in the customer experience
  8. 8. Retention: Which of the following would make you want to switch brands? 32% 20% 24% 2% 21% 2% 0% 5% 10% 15% 20% 25% 30% 35% Poor customer experience Rude employees Cheaper alternative Just want a change Poor service/faulty product None of the above Reasons for switching brands 24/09/2013
  9. 9. Recruiting - Would a positive recommendation influence a decision to join a certain company? 24/09/2013 12% 72% 16% 0% 10% 20% 30% 40% 50% 60% 70% 80% Not at all Yes - Would influence but not the deciding factor Yes - One of the most important reasons for joining a company Would positive recommendation influence a decision to join a certain company?
  10. 10. Customer NPS Results and Outcomes • Identify a hierarchy of areas on how to improve the customer experience • Identify customers that love you, hate you and are merely satisfied • Identify customers that recommend you • Identify customers that badmouth you • Identify customers that will churn • Identify why customers buy and buy more often • Identify the most effective forms of marketing • Benchmark your recommendability against your competitors • …..and get your Net Promoter Score to benchmark your improvements every six months
  11. 11. Employee NPS Results and Outcomes Manners & Murphy the first in the world to identify the merits of ENPS – four years ahead of Reicheld and Bain • Identify areas on how to improve the employee experience • Identify the employees and the reasons why they love and hate you • Identify why employees leave for the competition • Identify the most effective forms of recruitment – those that attract promoters rather than detractors • Provide yourself with an annual benchmark • If you use Customer NPS then you can compare the direct correlation between a happy workforce and the customer experience and sales
  12. 12. CASE STUDY – EMPLOYEE ADVOCATES 24/09/2013
  13. 13. An army of advocates • Love the brand before they are employed • “Tears upon being hired” • Engaged and advocates 24/09/2013
  14. 14. The most profitable employees • $427,000 made per employee • No.1 in US - More than Tiffany & Co • More dollars per square foot of retail space than any other business • Sell the correct product, not the most expensive • Customers made to feel loved by energetic staff • Layout designed for good experience 24/09/2013
  15. 15. Create the advocacy of Apple but maintain it • Although a huge success story, engagement is a fluid process • NY Times reported that a raft of stores were scoring eNPS of 5 and 6 across the country • Resting on laurels and not keeping abreast of internal customers gripes and wishes 24/09/2013
  16. 16. ENGAGEMENT TOOLS 24/09/2013
  17. 17. Attitude shift & Discovery • Put your employees at the heart of your business and treat them as internal customers • Before beginning any engagement programme, audit, listen to them and create a benchmark for improvement • Feedback on how you are going to act upon the findings 24/09/2013
  18. 18. Deeper drilling • Use the audit as a basis to dig deeper around the findings you discovered • Promoters • Passives • Detractors • Also provides peace of mind and reinforces any actions that need to be taken 24/09/2013
  19. 19. Enhanced business communication • Desperate to be listened to • More than 50% of employees always demand better communication • Hawthorne effect- Involvement creates advocacy • If you educate them better and involve around external change they can sell harder for you 24/09/2013
  20. 20. Repetition, repetition, repetition... • A common mistake is doing it once and not repeating regularly • At least twice a year • Regular communication and score checking are essential for improvement • Don’t just do it at exit interviews…the horse has bolted by then 24/09/2013
  21. 21. Bottom line Treat your employees as internal customers and they will deliver much more for you 24/09/2013
  22. 22. QUESTIONS? 24/09/2013
  23. 23. How engaged employees deliver a better customer experience Net Promoter Experts September 2013 24/09/2013