Much research has linked positive workplace culture to superior business performance. Robust data now supports the real benefits that engaged employees contribute to profitability and revenue. Gallup, in a large scale 2015/6 survey of over 100 000 employees, found more than a 20 per cent differential in profitability in businesses with engaged employees compared to those without*. Those are figures you can’t ignore.
In 2017 and beyond, businesses who fail to address low employee morale and motivation do so at their peril. Great workplace culture serves as a competitive advantage in attracting and retaining talented workers.
Our global and highly digitalised world has made the job of engaging and retaining customers a challenge for business. Superficial communication abounds around us during a time of rapid change in the world. The drive from modern consumers to judge, choose and accept or reject a product or service is driven by a marketplace where choice is made easy.
We are increasingly exposed to an astonishing amount of information each day – far more than our brains can cope with. Bombarded with bad news via the media constantly, we search for people and groups that will create an uplifting and happy experience.
The customer (or client but let’s just call them all a customer in this instance), reaction has been to attempt to find humanity amongst all the superficiality. They want to know and trust the organisation they choose to deal with. Customers are more attracted to businesses who they perceive operate with a purpose – cultures that operate with integrity and values.
The good news is that a thriving workplace culture can be the silver bullet for customer service. When you establish a positive, collaborative and innovative culture, your employees become the linchpin, driving ongoing excellent service.
The keys to driving a customer service culture in your business?
Create a value driven workplace with integrity and professionalism. Reward success. Be realistic in expectations and fair in assessing work performance.
Whilst not easy, committing to creating a great workplace with engaged employees is worth the effort. Make your employees your business’s biggest fans and customers will follow suit.
Lexie Wilkins, Culture and Employee-Engagement Expert and Director, Lexie Wilkins Consulting