mystery shoppers

BARE International, the most trusted name in customer experience research shares an article from 1to1 Media – The Culture Within: How Employee Engagement Impacts Customer Experience.

Employee engagement or disengagement starts with corporate culture and directly impacts the customer experience. Fact: A culture that doesn’t value the satisfaction or work-life balance for employees will ultimately translate into a poor customer experience if employees aren’t engaged and motivated to do what’s in a customer’s best interests.

Chester Elton, motivation expert and co-author of best sellers including What Motivates Me, All In, and The Carrot Principle, says employee mobility is changing how managers need to be approaching corporate culture.

1to 1 Media: Why is culture so important and do companies pay adequate attention to it?

Chester Elton: They don’t. The good companies do. The reason culture is so important is that it’s one of the last differentiators left. Products can be replicated but culture is unique.

A company’s culture is reflected in the vibe of visiting a retailer or a restaurant. Why is it so much more engaging to visit the Apple Store? It’s fun, it’s engaging.

What are the key trends that are occurring with organizational culture?

One of the biggest changes is employee mobility. People just aren’t staying in jobs as long and that creates a challenge for maintaining organizational culture. Continuity is tough on organizations. The good ones understand how to onboard employees quickly and efficiently and if an employee leaves, they don’t take it personally.

A great best practice I have seen is that early on, there are aspirational conversations with new employees. Here are five great questions that I offer as ways of getting to know new employees better, and faster. They open the discussion of career planning and getting new employees to share their ideas and thoughts about the company and team in a safe environment. This would be a one-on-one meeting a few weeks into the new employee’s job.

  • Have we kept our promises to you?
  • What do you think our team does really well?
  • What could we do better?
  • Where do you want to be in 3 to 5 years?
  • Have we done anything that might cause you to leave us?

How are these trends impacting customer experience?

On the customer experience side, the customer wants stability. Even at the local branch of my bank, you never see the same person for very long.

A strong culture attracts the right people and rejects the wrong people. From a customer experience standpoint, if I have to continually develop new relationships, it’s going to wear me out. If I’m not seeing the same people, I at least want to receive a consistent experience.

Read the full article here.

BARE International’s Employee Commitment Toolkit includes Workshops, Mystery Shopping, Focus Groups, Commitment Surveys and Face-to-Face In-depth Interviews. BARE can improve your employees’ dedication and performance resulting in happier customers for your company. To find out more click here.