{"id":6565,"date":"2019-06-19T13:35:29","date_gmt":"2019-06-19T13:35:29","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=6565"},"modified":"2023-05-02T15:46:21","modified_gmt":"2023-05-02T15:46:21","slug":"customer-experience-solution","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/customer-experience-solution\/","title":{"rendered":"Better Employee Engagement \u2014 Your Next Customer Experience Solution?"},"content":{"rendered":"If you\u2019re like most organizations, you\u2019re on the lookout for that magical customer experience solution to boost engagement and retention. However, business leaders often fail to realize that the answer is already there beside them: their employees! <\/span>\n\nThe level of employee engagement in your organization has an impact on every customer interaction. Sadly, <\/span>85% of employees worldwide<\/span><\/a> are either not engaged or actively disengaged at work. <\/span>\n\nKeeping your employees happy is integral to delivering a first class service<\/a>. In other words, if optimizing the customer experience is a goal of your company, you need to start by prioritizing employee engagement.<\/span>\n

The link between employee engagement and customer experience<\/h2>\nThe challenge of delivering a solid customer experience<\/a> starts and finishes with your employees. <\/span>As <\/span>Robert Tas<\/span><\/a>, Chief Marketing Officer of Pegasystems, once said, \u201ccustomer \"customerexperience is not a technology problem – it\u2019s a culture problem.\u201d <\/span>\n\nBuilding an employee-centric culture is an integral first step to improving customer experience. But the vast majority of employers are failing to deliver a fulfilling employee experience. <\/span>\n\nGallup\u2019s 2017 <\/span>State of the Global Workplace<\/span><\/a> study found that only 15%of employees are engaged at work. Employees that don’t feel invested in their roles will carry this attitude over to their interactions with customers.<\/span>\n\nThe level of engagement among non-customer-facing employees also influences the quality of CX, as every employee\u2019s work contributes to the product or service customers use in some way, even if not directly. <\/span>\n\nThe link between customer experience and employee experience is no secret to the top CX providers. Brands like <\/span>Starbucks<\/span> are renowned for providing an excellent CX, and employee engagement has been instrumental in that journey. <\/span>\n\nFor example, Starbucks leadership refers to employees as <\/span>partners<\/span><\/a>. To show its support of its partners, Starbucks provides employees with competitive benefits, such as profit sharing and tuition assistance, which help to build a company culture that empowers employees. <\/span>\n\nWhen you display authentic support of your employees, you\u2019re actually enabling them to do their best work.<\/span>\n

Dive Deeper: How to Design the Ultimate Customer Experience<\/a><\/strong><\/em><\/span><\/p>\n\n

Boost employee engagement and your CX will automatically improve<\/h2>\nBefore you set out to develop an employee-centric company culture, it is important to remember that no two organizations are the same. Here are our top tips for improving employee engagement.<\/span>\n

1. Recognize employee contributions<\/b><\/h3>\nRecognizing your employees\u2019 contributions is one of the easiest ways to show them that you value what they do. <\/span>Recognition<\/span><\/a> is the number one thing employees say their manager could give them to inspire them to do great work. <\/span>\n\nWhile constructive criticism is an essential part of employee growth and development, providing regular positive feedback is key to making them feel valued in their position.<\/span>\n

2. Improve your employee training<\/b><\/h3>\nInadequate employee training<\/a> can contribute to low employee engagement because when employees don\u2019t receive the resources and support necessary to do their jobs well, their \"employeeinstinct is to shut down. \u00a0<\/span>\n\nDigital adoption solutions<\/span><\/a> such as WalkMe\u2019s Digital Adoption Platform (DAP) provide users with onscreen guidance and real-time support so they can complete any digital process with ease. In the digital era, when the bulk of knowledge workers\u2019 responsibilities take place on digital software, completing online processes efficiently is critical to maintaining high engagement. <\/span>\n\nDAPs are ideal for helping employees to learn on the job. They use contextual guidance<\/a> to proactively deploy prompts while a user is interacting with a software platform so that they can learn in real-time.<\/span>\n

3. Incorporate flexible working<\/b><\/h3>\nThe era of employees staying at their desks 9-5 is steadily being left behind. Now, employees are starting to gravitate toward organizations that offer flexible work schedules, as well as a chance to work remotely. <\/span>\n\nNearly three-quarters (73%) of employees say that <\/span>flexible arrangements <\/span><\/a>increased their satisfaction at work. Offering flexible work options increases employee engagement because it enables employees to work where they are most productive.<\/span>\n

Like what you\u2019re reading? Subscribe to the blog for fresh insights delivered right to your inbox!<\/strong><\/em><\/a><\/span><\/p>\n\n

4. Make sure your managers are up to par<\/b><\/h3>\nA massive 58% of employees say <\/span>poor management<\/span><\/a> is the biggest thing getting in the way of their productivity. It\u2019s important that managers provide ample support and set \"customerrealistic expectations for employees. <\/span>\n\nIt\u2019s also important that managers are receptive to employees\u2019 ideas and opinions. Open communication with your employees will help you to incorporate <\/span>their<\/span><\/i> feedback and develop a more productive working environment. <\/span>\n

Employee engagement: The customer experience solution you\u2019ve already invested in<\/h2>\nIf your employees are unhappy, you can bet your customers will be too<\/a>. Once you understand the impact of employee engagement on the customer experience, it\u2019s easy to see why prioritizing the employee experience is a strategic necessity. Putting your team first is essential for building engagement, eliminating resistance, and maintaining a positive customer experience.\n

WalkMe\u2019s Digital Adoption Platform (DAP)<\/strong> transforms the user experience in today\u2019s overwhelming digital world. Using artificial intelligence, engagement, guidance, and automation, WalkMe\u2019s transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website. Discover how a DAP can revolutionize your business.<\/em><\/span><\/p>

Request a Demo<\/a><\/div><\/div><\/div><\/p>","protected":false},"excerpt":{"rendered":"If you\u2019re like most organizations, you\u2019re on the lookout for that magical customer experience solution to boost engagement and retention.…<\/span>","protected":false},"author":246,"featured_media":6566,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[88,89],"tags":[191,251,189],"class_list":["post-6565","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-digital-transformation","tag-customer-experience","tag-employee-engagement","tag-wmb-cx"],"acf":{"__coauthors":""},"yoast_head":"\nBetter Employee Engagement \u2014 Your Next Customer Experience Solution? - WalkMe Blog<\/title>\n<meta name=\"description\" content=\"Stellar CX is impossible without high-level employee engagement. 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