How to Boost the Voice of Your Employees for Better Customer Experiences

A new journey has begun with an ongoing replacement of the traditional marketing strategies by a dynamic and more advanced approach. Consumers today expect a seamless experience, and would like to deal with competent and friendly employees, regardless of how or when they opt to interact with a particular brand. This means that marketers who would like to remain relevant in today’s market must be comprised of engaged and friendly employees at all levels along the buying path. There are a number of ways to boost the voice of your employees for better customer experiences, these are:

Empowering Employees

Empowering employees with abilities to make important decisions, serve consumers, and solve customer related issues without supervision or permission, leads to the development of a trust culture, which will outwardly reflect in every interaction with the clients. Confident employees are happier and more likely to talk and act positively, improving the customer’s experience. Everything today is a 24/7 culture, and every employee is expected to have the ability to represent the brand, meaning that companies need an infusion of culture into each and every employee to facilitate their delivery of an exceptional customer experience.

Give Your Employees A Voice

The voice of employee is defined as any idea or response from an employee that can help improve customer experience. As humans, we appreciate knowing our input matters, especially at work. Crowdsourcing for stories from external sources is an inbuilt part of infusing some emotion into your brand, the very same concept applies to employees. Regardless of whether they are customer-facing or not, each employee can further humanize your brand by sharing company blog articles and other approved news. Employees can also monitor feedback on the various social channels, aimed at handling negative comments and customer issues that may arise in a positive manner.

Appreciative & Supportive Culture

Most consumers can sense differences in the air when dealing with various brands especially since it shows whenever employees would rather be somewhere else, doing something different. This is why it’s important to develop and sustain a culture that appreciates and supports the type of experience you want for your clients.

Creation Of An Engaging Employee Experience

Make use of customer-centric marketing skill sets in the engagement of your employees. Create an engaging experience for your employees by turning them into marketers, which requires the consideration of their voices and input. Provide all of your staff with the necessary tools and training to ensure their eminent success. Also, encourage employees to provide feedback and suggestions on what you can do to improve customer experience and grow your brand.

Grow Ambassadors

A compelling customer experience is often built on trust and not pressure, which is equally true for employee experience. The idea is to create a compelling culture and environment that makes employees willing to share. There exists a fine line between the provision of tools that encourage sharing and the creation of a program that pressures employees towards selling, with the latter rarely being efficient and often having the exact opposite effect.

Make Company Leaders Active in The Community

A recent social CEO study shows that using social media assists in building trust, especially when the participants are part of the C-suite. Providing a little training on social media engagement rules, and inviting your various leaders, including the CEO, to tweet and post, would enable your customers to associate a face with the brand. This eventually creates an emotional connection and trust.

Most of us would appreciate working for a company that entails a mission-driven culture, provides continual reinforcement and feedback, believes and supports a balance between work and life, manages talent and offers opportunities for advancement. The business brands that recognize such characteristics, readily adapt, and constitute quality products, will most probably be among the lead group in excellent customer experience.
Kara Masterson is a freelance writer from Utah who’s committed to helping businesses and sales professionals build stronger connections with their customers. In her spare time, she enjoys learning more about InMoment.com—her CX platform of choice, reading books/articles on industry news, engaging on twitter, and exploring her local neighborhood coffee shop.