In business, much is made of the customer experience. This article by Shep Hyken, customer service expert, argues that in order to deliver excellent customer experience, you must first address employee experience. In today’s tight labor market and stressful retail environment, attending to employee experience is more important than ever. If you’re employees aren’t being served, how can they serve your customers?
Hyken points to three areas where employers can improve their employee experience so that employees can improve the customer experience. The first area is knowledge. Be sure to empower your employees with all of the information about a customer that they need to serve that customer. Employees need to know how this customer learned about the business, what they have purchased in the past, and what support they have needed and will need going forward. This information helps the customer feel seen and heard and deepens the relationship between customer and business.
The second area is making an employee feel connected. They don’t have to be working from an office to achieve this. As the article points out, the customer doesn’t care where the customer service representative is located as long as they are getting good service, and it’s up to the employer to put those support systems in place.
Finally, employers must provide the right technological tools to make their employee’s jobs easier. Technology isn’t just for customers. For more details, check out the full article here.