With me on stage, were two leaders with best practices in the Employee Engagement field. Both Rob Graham (Customer engagement center director of Tesco<\/a>) and Graeme Gabriel (Strategic Back Office WFO Consultant at Verint<\/a>) shared their learnings.<\/p>\n
What are their 4 Do\u2019s to get real Engaged Employees and happy customers?<\/p>\n
Too many surveys are sent out to employees, where no actions are taken upon. Take actions that will really impact their happiness or possibilities to serve customers in a better way. If you are not able to act upon, be honest about it. Transparency is KEY.<\/p>\n
At Google they have described what kind of people they want and if they match the criteria, they have the Googliness factor. Only people that have that Googliness are hired and Google doesn\u2019t make exceptions. So find you own Googliness and make sure only people that fit your wishes enter the company. Engagement ensured.<\/p>\n
Give your employees the freedom to act. Especially on social media. Let them handle complaints or emergency situations in a human matter. A woman called in to Tesco and had to cancel her delivery, because she unexpectedly went into labor. Instead of following the rules, the agent send her a bouquet of flowers. The customer posted a photo of the flowers on Facebook and this received more than 100k likes. Another example was not so fortunate. A guide dog and blind woman were banned from a store and the company tried to resolve, but the public didn\u2019t take it. The learning is still: Let your employees act upon what happens. Sometimes they get it wrong, but much more often they get it right<\/p>\n
This is actually an open door, but so true. Get the leaders to see and experience how customer service is done. Let them walk through stores, get them to help customers themselves, listen to telephone calls, interact with employees. It works both ways. In employee engagement of the customer facing employees, but also in the decision making of the leaders. They can walk the talk and act upon what they have seen. A big driver of Employee Engagement.<\/p>\n
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*****<\/p>\n
Nienke Bloem is often called the Customer Experience speaker in the blue dress.\u00a0<\/em><\/p>\n
She\u2019s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.<\/em><\/p>\n
Her two-day Customer Experience Masterclass<\/a> is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds<\/a> program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.\u00a0<\/em><\/p>\n