Successful companies know that employee engagement is a must-have for an empowered workforce, happier customers, and business growth. But learning what it takes to get there can be challenging. Here are 5 critical elements of empowering your workforce, and insights into their importance for your organization and your customers.
- Actionable customer data. There’s an obvious correlation between engaged, empowered employees and happy customers — if you know how to cultivate it. Enabling employees to leverage existing customer data during customer interactions avoids hassle and frustration for both parties. Actionable, real-time customer data gives employees greater insights into every customer; in turn, customers get a more thorough, personal experience. Basically, informed customer engagements with sales, services, and all other customer-facing areas make for more efficient interactions and satisfied customers.
- A lens on actionable customer data. It’s not enough to have customer data. Your employees need to be able to put a relevant, focused lens on the comprehensive data in order to keep employees informed at every customer touchpoint. A focused view on potentially excessive customer data ensures that the most relevant data makes its way to the surface. And as anyone who’s ever spoken to a customer service rep or worked in a call center can attest to, employees armed with the most relevant data can sell and service customers better.
- Collaborative capabilities. Collaborative tools — like Google for Work’s suite of cloud-based apps (e.g., Google Docs, Drive, Google Hangouts, etc.) — mean smarter workers and more confident, informed customer support. And by encouraging employees to share what works and what doesn’t, you allow them to learn and support one another. Social and technological collaboration tools help foster a better employee-company relationship and cultivate a better Worker Experience for everyone.
- Human interactions. No customer wants to speak to a script. They want to have an open dialogue with a real person. Relating on a human level breaks down the assumed barrier between a business and their customers. Whether it’s a timely tweet back on Twitter, a personal response to a customer’s post on Facebook, or a real solution from a customer service rep, human interactions make a company feel more approachable and enable employees have more quality interactions at every customer touchpoint.
- Self-service capabilities for customers and We live in a digital era, and the most innovative companies embrace that by expediting service processes with self-service capabilities. This can mean moving to a social intranet for easy, real-time knowledge sharing for employees, and a community forum online for customers (where customers can post and answer one another’s questions). By putting the power of information and support via self-service in the hands of both customers and employees, you get more effective workers, empowered customers, and efficient business processes.
Get more information on building an empowered workforce and engaging your employees from our ebook, Building the Worker Experience.