The Winner Formula :
If you want to increase your rate of growth, then let this be the main takeaway from 2020:
There is a direct link between improving the employee experience and scoring higher for customer satisfaction.
Happy employees are more productive, better brand ambassadors, and more likely to go the extra mile to wow your customers, which in turn increases customer loyalty and ultimately leads to company growth.
HOW TO APPLY THE FORMULA ?
It’s easy to say that there is a direct link between improving the employee experience and scoring higher for customer satisfaction, but how do we actually apply the formula ? The black cloud of COVID-19 has forced companies to adopt better digital tools for their employees to work and service customers from anywhere.
Of course, technology is only effective if people are using it. A common reason for low user adoption is lack of integration. No one wants to use a different tool for every task. But the best way to find out what employees want from their workplace tech is simple – ask them.
Evolution of Sales :
While a lot of companies have hammered home rigid processes and protocols, reps working for companies who empower the sales team with the tools to serve customers flexibly and independently are happier.
No one can predict the future, but digital sales tools will always give you an edge when it comes to adapting to the unexpected, and the good news is that since people started working from home, most of employees are now comfortable with learning new skills online.
To improve the customer experience, you need sales, marketing, and service to be connected and working as one. If you have strong collaboration between teams the customer will pick up on that, so cross-team efficiency is really important.
Building Connections with Customers
Customers will remember how brands reacted during this global crisis and form an opinion on how trustworthy you are. That means looking at what steps you took to give them a consistent experience, how you protected your staff, and even what your attitude is to equality and mental health issues, for example. Being transparent as a business is really important.
COVID-19 hasn’t just blurred the boundaries between home and the office, things got personal. We’ve all had glimpses into each other’s lives and living rooms. This is the perfect opportunity to show your customers your human side and show your employees that they all have a role to play in the success of your business.
