“Meaningful and sustained investment in workforce-led value creation means more output, more opportunities to reduce costs and higher customer satisfaction.”
— PwC
Employees are a company’s biggest value-creator — satisfied, engaged and activated employees, that is. They have a direct effect on your bottom line because they are the link to long-term customer loyalty.
There’s a significant payoff for companies that use their workforce to boost value creation, according to a recent PwC study. With the right tools, empowerment and accountability, your employees can create and execute solutions to quickly increase value. Meaningful and sustained investment in workforce-led value creation means more output, more opportunities to reduce costs and higher customer satisfaction.
The most important user experience in your business is the customer’s interaction with your employees. And their satisfaction comes from company policies that empower them to deliver quality services and products to their customers. In fact, your company culture should inspire employees to create value and participate in your strategy and story. To further underline the importance of employee value and long-term customer loyalty, an article by the Marketing Insider Group indicates that employee satisfaction should be an indicator of management performance.
In other words, CEOs must do whatever it takes to keep customers coming back — but start first by building rapport with your employees.
Be the kind of leader who listens, engages with both employees and customers to build morale and resolve issues, and who sees the value in every employee and customer. Employees shouldn’t be afraid of sharing their thoughts on social media, so use it to listen to and make conversation with your employees, just as you would with customers.
Also, encourage your workers to share their suggestions, explore their full potential, and discover new ways of doing things. When employees feel valued, they become more confident, and they will work harder for you. They are also more likely to recommend your company’s products and services to others, mentor other employees, take courses to improve their skills or even take an active role in brand messaging.
Happy employees create happy customers, and happy customers become long-term, loyal brand evangelists.
That’s Your OnMessage Minute.
This article first appeared in CEO Communicator, the digital magazine for business leaders who aspire to achieve excellence in communications. Subscribe to access other insightful articles here.
