I found this article from the Gallup Business Journal fascinating, and I thought I’d pass it along to all of you. The article discusses a survey they performed on how to increase customer engagement levels by increasing employee engagement levels. It provides some key insight on how training your own employees to emotionally engage customers can lead to phenomenal results (if done the right way). Here is one of the key quotes from the article on the findings:
Gallup research shows that one of the key determinants of engaged customers within the control of the local branch manager is engaged employees. As the branch managers received information about their workers’ emotional needs, they were better able to focus on activities that helped to increase their employees’ emotional engagement, which in turn could help create higher levels of customer engagement.
I found this article to be very helpful in understanding how your own employees’ emotional awareness (and engagement) can have a huge impact on your customer base. Employees who are themselves engaged and actively look for ways to engage customers can pay huge dividends in terms of customer retention, satisfaction, and emotional attachment to your company.
The article is a great read, so I hope you’ll take a few moments today to read it and think about your own business. I’ll leave you with this question: How can you improve your own employees’ emotional engagement and emotional awareness today?