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Employee Stress – Strategies for managing stress at workplace
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Talent Management and Poaching Talent
What could be the biggest source of competitive advantage to an organization in the current era of cut throat competition? If I asked this question a decade or two decade, the answer would have been something like – ‘it’s the technology’, ‘its global presence’, ‘its customer perception’ etc. All of them can be a potential […]
What Ails The Millennials/Gen Zers? A Lost Generation of Workers or A New Paradigm
Is Something Wrong with the Millennials/Gen Zers, Slacking Out of The Workforce Anybody who is somebody would have heard of The Great Resignation, the trend of American and Canadian Millennials and Gen Zers quitting their jobs en masse for no apparent reason, other than to make a “statement”, driven by tech driven viral events. While […]
What is an HR Scorecard and How it Helps Contemporary Organizations?
The Evolution of the HR Function through the Decades Traditionally, Human Resources or HR was viewed as a support function whose primary role was to take care of payroll, time tracking, and disputes between the unions and the organizations. Indeed, in the manufacturing era, the term used for HR functions was personnel management and industrial […]
Numerous management studies and researches support the proposal that there exists a relationship between employee engagement and customer satisfaction.
It has been observed that the actively engaged employees are extremely loyal towards their organisation and are always ready to walk that extra mile to ensure success for their company.
The studies such as ‘Loyalty Effects’ show that when people have a sense of belongingness towards their workplace and feel great about being associated with it, they provide better customer service.
They treat them as a company and therefore, strive to achieve excellence in whatever they do to serve customers better. Employee engagement correlates positively with customer satisfaction and increased productivity of the organisation as a whole.
As employees are considered the internal customers of an organisation, their satisfaction level plays an important role in keeping the company in good health. When they are satisfied, it is obvious that they will treat the external customers including buyers and end users in the best possible manner.
It is guaranteed that customers keep coming back when they are treated well. Not only this, it also helps in growing the loyalty level of customers towards the company.
Experts say that every company that is looking to sustain in this ever changing business world must try to enhance the engagement level of their employees and those who want to take their business to the level must make a dedicated effort and figure out the way of engaging almost every employee of the organisation. Employee commitment towards their job keeps them engaged and results in high levels of satisfaction.
The productivity of an organisation not only depends on the time the employees spend in the company but it also takes into account the effort they put in executing their jobs ensuring the optimal use of resources. This in turn helps them grow and acquire more skills.
Organisation must have a proper system of building the careers of its highly engaged employees to their spirits up and motivate them to perform their best always.
Employee engagement depends upon how effectively and efficiently the systems and procedures of the organisation are followed. Just having well defined procedures is not enough; in fact, they need to be duly followed and upgraded from time to time.
When companies make efforts to enhance the employee engagement levels, they automatically work towards improving customer satisfaction. The studies have revealed that organisations working on this aspect have experienced a significant decrease in the rate of employee turnover.
Companies like Born experienced a downfall of 48 percent in employee turnover rate. Earlier it was 50 percent which has now reduced up to 2 percent.
Monsanto found out in a survey that the strongest factors that can influence customer satisfaction dramatically include employee satisfaction and employee work-life balance.
Sun Microsystems has also found out that their actively engaged employees recommend the company as the best place to work. This has resulted in increased employee satisfaction, low employee turnover rate, increased customer loyalty and increased pool of potential employees.
The studies conducted by all these and other Fortune 500 companies have put a stamp on the idea that there is a positive link between the employee engagement and customer satisfaction.
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