Most employee experience-focused programs mainly used to focus on initiatives that were based on engaging the employees. According to various employee retention studies, companies that have higher rates of employees that are engaged tend to reduce the rate of employee churn.
However, very few companies these days tend to have very high employee engagement rates, and in fact, according to research, only 35% of employees have reported as being highly engaged in the workplace as of late.
On the other hand, with what’s been titled as “The Great Resignation” that’s seen numerous companies around the country rapidly losing large numbers of employees, up to 30% of those employees have reported as being disengaged in their workplace.
These types of numbers also have a large impact on customer experience as well, because onboarding and training new employees take quite a bit of time for many businesses, which tends to impact the overall customer experience.
Additionally, companies that are focused on optimizing both the employee and customer engagement and experience, tend to retain both their employees and their customers a lot more effectively.
Advocacy and Commitment
The brands and corporations that focus on employee commitment and advocacy tend to put the people first across every level of a company, which generally results in high retention rates.
When companies show their employees how valuable they are and their time is, those employees are going to be a lot more willing to continue working for a business.
Many employees tend to be open about what they need from their workplace to improve their work-life balance or even their work environments, and companies that listen to those needs, and work to meet them are going to create much happier customers.
To improve both employee and customer experience, companies should be putting the employees first, the consumers second, and the shareholders at the third place in terms of importance ranking.
This way, businesses can create a better culture of service and inclusion for everyone involved.
Additionally, instead of looking for specific backgrounds or skills, companies should be looking for people that have the right attitude to work, those that want to innovate the business and want to work hard at it, and who are willing to put others first.
When all of those elements are put together, companies have the potential to create a lot of trust and empowerment with both their employees and, in turn, their customers.
With over 20 years of experience crafting and executing powerful narratives, Torossian is one of America’s most prolific and well-respected Public Relations professionals.