Written by
Luna Tidrick
Foreword by Anne Bibb, CXO at SupportNinja
"Businesses prior to the pandemic held a viewpoint that "the customer is always right." Although this mentality frequently resulted in wonderful customer encounters, throughout the pandemic customers became more demanding, many client issues reached a boiling point and businesses were being challenged constantly. This became a critical moment for many companies because it revealed the reality, importance and value of how the "employee-first" mindset could positively impact customer experiences."
In this article we'll discuss why you should consider the model and the top ways in which the "employee-first" mindset will lead to an overall better customer experience, higher revenue, and better reputation for your organization.
Why your company should consider the employee-first model
The "employee-first" philosophy is based on the idea that happy employees lead to happy customers. When a company takes care of their employees, those employees are more likely to take care of the customers. This leads to a better overall experience for the customer and results in increased revenue and reputation for the company.
At the end of the day, employees are the face of your company. They are the ones who interact with customers on a day-to-day basis and have the most impact on the customer experience. If employees are unhappy, it will reflect in their interactions with customers. This can lead to poor customer service, loss of sales, and damage to your company's reputation.
Although there are a number of reasons why your company should consider adopting the employee-first model, below are the top five.
1. Leads to better customer experiences
The customer experience is the number one priority for any company, no matter the industry. If customers are unhappy, they will take their business elsewhere. When you adopt an employee-first model, your employees will be empowered to provide the best possible customer experience through digital transformation initiatives, customer support or other strategies . They will feel valued and appreciated, which will lead to better interactions with customers.
When you adopt an employee-first model, you are sending a clear message to your team that their opinions and input matter. This will lead to more engaged employees who are passionate about their work and committed to providing the best possible customer experience.
2. Results in higher revenue & profits
It costs significantly more to hire and train new employees than it does to retain existing ones. Therefore, by reducing employee turnover, businesses can save a considerable amount of money. Additionally, high turnover rates can negatively impact customer satisfaction levels, as customers will often have to deal with inexperienced staff members who are still learning the ropes.
3. Builds a positive reputation for your company
It’s no secret that customers are the lifeblood of any business. They provide the revenue that businesses need to stay afloat and grow. But customers also play another important role: they help create and shape a business’s reputation.
Customers who have positive experiences with a business are more likely to tell their friends and family about it, which can help attract new customers. On the other hand, customers who have negative experiences are more likely to spread their displeasure, which can damage a business’s reputation.
That’s why it’s so important for businesses to focus on delivering great customer experiences. By creating positive experiences at every touchpoint and during every season (even peak season), businesses can not only improve retention rates and boost revenue but also build a strong reputation that will attract new customers.
4. Attracts & retains top talent
One of the key ways that the employee-first mindset can improve the customer experience is through hiring practices. To create an employee-first organization, businesses need to focus on hiring employees who are passionate about providing great service and going above and beyond for customers. This means conducting thorough interviews, identifying desirable skills and qualities in candidates, and creating a company culture that attracts these types of individuals.
Once employees have been hired, it is important to provide them with ongoing training and support so that they are equipped to deliver high-quality experiences for customers. This might include developing clear guidelines around customer interactions, providing feedback and coaching when necessary, or offering incentives or recognition programs to encourage employees to continually go above and beyond.
Improving customer retention is vital for any business that wants to grow and succeed in the long term. By taking steps to improve hiring practices, reduce employee turnover, and deliver exceptional experiences, businesses can ensure that they are on the right track to ensuring customer loyalty and satisfaction.
5. Boosts employee morale & motivation
Employees who feel valued and appreciated are more likely to be motivated and engaged in their work. When employees are happy, they are more likely to provide great customer experiences. This, in turn, can improve customer retention rates and help boost revenue.
Taking care of your team means taking care of your customers
The best business model is one that takes care of its employees so they can take care of the customers. This type of model focuses on creating a positive culture, providing great benefits, and delivering exceptional experiences. When done right, this approach can lead to increased employee morale, motivation, and engagement, which will eventually translate into improved customer loyalty and satisfaction. By investing in your team and making sure they feel appreciated, you can create a virtuous cycle that benefits both your employees and your customers.
Consider outsourcing a team of customer & employee experience experts
If expanding your customer service team is in your business plan, consider outsourcing. When approaching potential partners, make sure to ask targeted questions that address culture, technology and support capabilities. You'll notice who can contribute most to your employee-first mentality by asking questions like these.
Growth can be a great problem to have
As long as you have the right team.