As employees and customers alike integrate technology into all facets of their personal and professional lives, there is an increasing expectation that employers and businesses will stay in step and create environments that are tech-friendly. But ultimately it\u2019s about creating strong customer and employee engagement.<\/p>\n
In a recent workshop with municipal employees, we discussed and debated whether or not employers ought to provide wifi in their public spaces. Not surprisingly there were generational differences in the responses.\u00a0 Younger employees were surprised, and somewhat frustrated, that they couldn\u2019t access free wifi in their office building and the local community centres.\u00a0 I asked if they received several complaints from customers as well, which they had.\u00a0 So, what is the risk is you don\u2019t engage customers and employees?<\/p>\n
While traveling outside of the city, I needed to find a place to take a client call and be connected to the internet. I assumed that the resort in town would have wifi that I could access in the lounge or dining room over lunch.\u00a0 When I called to confirm, I was informed that they only allowed guests to use wifi. When I indicated I would be coming for lunch and would be a customer, they reiterated their position and weren\u2019t flexible. Not only did this experience frustrate me, it highlighted the ways in which businesses unintentionally disengage customers and the unintended consequences.\u00a0 I will never likely lunch at that resort, nor will I recommend that others do so.\u00a0 Not partnering with me to help find a solution to my problem (finding a spot to access the internet), meant they missed an opportunity to engage me as a customer.\u00a0\u00a0 The same is true for employees.<\/p>\n
Employees in our workshop stressed that while they recognize that free wifi is a benefit, it has become an expectation.\u00a0 If they can access wifi at Starbucks and the mall, why not in the lunch room? \u00a0Why not make it easier for your employees and customers to connect with each other and to leverage technology to enhance your brand?\u00a0 The cost to get and keep an engaged employee and customer will far outweigh the cost to maintain and strengthen customer and employee loyalty.\u00a0 As the saying goes, \u2018don\u2019t cut off your nose, to spite your face\u2019.\u00a0 Investing in small things, can lead to big returns.<\/p>\n
Many of our clients admit they have missed the mark in the past by overlooking small things that can make a big difference to employee engagement.\u00a0 Employees share with us the small things that can turn an engaged employee into being disengaged. The top 9 missteps are:<\/p>\n
Brainstorm of all the ways that you can increase employee and customer engagement.\u00a0 They don\u2019t need to be big changes, often small steps will be noticed and appreciated. It\u2019s the details that matter when you are trying to build and maintain a relationship internally with employees and externally with customers.<\/p>\n
Some suggestions include:<\/p>\n
Regardless of your business, you don\u2019t want to unintentionally disengage a customer or turn off a high performing employee.\u00a0 Evaluate your sales, customer service, HR and leadership practices through the lens of engagement and you will find ways to make small adjustments that can results in very positive results.<\/p>\n","protected":false},"excerpt":{"rendered":"
As employees and customers alike integrate technology into all facets of their personal and professional lives, there is an increasing expectation that employers and businesses will stay in step and create environments that are tech-friendly. But ultimately it\u2019s about creating … Continue reading