How employee engagement affects customer experience

May 30, 2019

Having motivated, hard working staff members can be essential in making sure that customers receive a good experience. As well as the satisfaction from pleasing customers, there are many other benefits to owners and managers that come from a good customer experience.

 

Businesses gain a reputation as someone that is good doing business with. Customers will essentially do marketing for you through formats such as word of mouth, and social media posts. This is a proven effective way of marketing, 92% of consumers believe word of mouth marketing recommendations from family and friends over other forms of marketing. This can work both ways though so if your staff cause customers to have a negative experience or fail to make it special for them, the company would miss out on this marketing or may even receive negative reviews.

 

The reason that top quality staff is needed for this is because for customers to have the best possible experience, staff need to engage with them. There is a strong connection between engagement and customer satisfaction, 80% of consumers said that they would pay more for a product or service if they were offering a better customer experience. Companies in the top quartile of employee engagement also experience 10% higher customer ratings.

 

One of the greatest benefits of creating customer satisfaction is that it creates customer loyalty which often leads to repeat purchases. Customers are much less likely to look elsewhere for alternatives if they build up brand loyalty with your company. In the US repeat customers account for 40 percent of online shopping revenue, a 5% increase in retention can increase profitability by as much as 25-95% so it is well worth building up a base of brand loyal customers.

 

Because of these factors, a positive customer experience obviously increases the revenue and profitability of businesses. Customers see employee satisfaction as a reflection of the general quality of a company. If customers perceive a product as being valuable it will increase the product sales. Along with the marketing help that customer satisfaction can bring, it is clear what a significant impact that customer satisfaction can have on a company.

 

The best ways for a business to leave customers satisfied is by using staff that are passionate about the product and that can enthusiastically engage with the customers about the product.

 

At UNEEK Staffing, we provide only premium staff to meet your needs. This is done through carefully hand picking our staff for each event, ensuring that only those staff which match with the brand’s personality are chosen. Therefore, we are able to meet the criteria to create a positive customer experience and help your business out.

 

Contact us to further discuss your needs how UNEEK Staffing can reach your key audience by Email hello@uneekstaffing.co.uk or Phone 0191 6911332. Or alternatively visit UNEEK Staffing’s Website www.uneekstaffing.co.uk

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