Great customer experience starts with your internal customer - your employees.
To be a leading organisation in delivering amazing CX, you must focus on your employees first. We have seen many great CX strategies fail due to unengaged employees. CX has to become part of your organisation’s DNA, it is the backbone of your organisation’s culture. Culture will always trump strategy!
Engagement comes from feeling good, just like CX; from passion for the company; from meaningful work; from attaching part of one’s identity with their job. As leaders, you should intentionally help the brains of your employees to generate dopamine, serotonin, and oxytocin which create good feelings for the organization. Dopamine (anticipation of reward) and serotonin (feeling good, well-being) and oxytocin (bonding, feeling connected to others). It is imperative you initiate this first, if you want transfer this to your customers.
It starts from the top: the CEO sponsors and leads every CX and EE strategy, with total commitment and buy in from the entire leadership team. Typically, in most organisations, HR owns the cultural programs, so it is key that they are first looped into Employee Engagement (EE) so they can help support CX.
Fully engaged employees take the success of the organisation they work for very personally. It matters to them and gives them a purpose; it gives them an emotionally connected reason to turn up every day.
If an organisation has a fully engaged team, they are 50% more likely to become a leader in customer experience.
So how do you connect EE-CX?
-Ensure communications drive a sense of belonging, and boost positive feelings.
-Keep your team relevant through training and effective onboarding of new recruits.
-Consider the emotional touchpoints and the emotions your employees go through whilst on this journey with you.
-Create intrinsic motivation, celebrate and listen, engage the leaders of the organisation first; it must come from the top.
-Do not just hire on past experiences; hire people, personalities, and passion, who can be themselves.
Keep your team agile/fluid in a continuous state of great CX.
Clearly having a fully engaged team is critical to the success of CXY. I am therefore delighted to introduce you to some very CXY people, who have recently joined the CXY family. Ian Trotter as Sales & Marketing Director, Ian Thomson and Rachel Kershaw as Senior Partners, Garry Melvin as COO, and Jasmine Graham as Executive Administrator. I am sure you will enjoy working with them all as much as I do?
Having already assembled and identified our Leadership Board, we continue to acquire exceptional talent to populate opportunities that reflect our growing business requirements.
If you would like more information about joining CXY as a self employed senior partner, please drop an email to rachel@getcxy.com