Improving Employee Engagement by Listening to VoE

May 8, 2019 | Blog

Subscribe

Stay up to date with the latest CX expert tips and news.

The Link Between Customer Experience and Employee Engagement

A lot of research points out the undeniable link between customer experience and employee engagement. And with the increasing influence of agile in the way of working of organizations, it is much more critical today to improve employee engagement as a lever for higher productivity, for retention of key talent and ensure the realization of the happiness of customers. This being the case, most brands still ask their employees “how we are doing” only once in a year! We believe in order to deliver great employee experiences, similar to voice of customer (VoC) feedback loops, companies should also think of building feedback loops for employees.
In this blog post, let’s look at the three key areas to understand the voice of the employees better:

Run a Voice of Employee Program just like Running a Voice of Customer Program

Build the right VoE set up: One size does not fit all when it comes to measuring voice of the employees. Professionals need to use a mix of tools for different purposes. The first tool is what we call transaction-based surveys which can automatically trigger after a critical stage in the employee journey. Some of the key events in employee journeys include recruitment, on boarding or promotion; top-down or bottom-up feedback can also be collected accordingly. These transaction-based surveys can also be used to measure an ongoing employee NPS or engagement score. Transaction-based feedback can also be put to use for key events for the company. Especially when you know employees are more likely to give feedback. A CEO level announcement or a procedure change and when there is a need to collect on-time sentiments in a structured way are good examples. A second tool is anytime/anywhere feedback collection. This enables employees to provide ideas or suggestions at their choice of time either through mobile or relevant intranet sites. The difference is the listening channels are always compared to the transaction-based survey where there is always a trigger. Finally, for more in-depth research into voice of employee, semi-annual engagement surveys can provide detailed feedback. Today, more and more companies start cutting down on the number of questions in engagement surveys.

Understand ‘the why’ better with text analytics. Text data collected from employee surveys are a great source of insight. Text analytics tools can process and categorize text into sentiments and actionable topics for managers. As an example, text analytics can identify a topic like “communication” as a topic; it can also show what is important in communication: Is it “more transparent communication” or is it “better team communication” or is it “less communication during the week.” Also, by analyzing the structured feedback like engagement score or NPS with employee comments professionals can start analyzing the root causes of engagement and which factors have the most impact in engagement scores.

Close the loop. It is not very meaningful to collect feedback if you are not going to act on it or if it will take months to process it. Depending on the type of feedback, several paths can be taken. Automated instant email messages to thank employees for their valuable feedback and letting them know about the improvements are the first steps to start. Analytics can also be applied in real-time to detect alert situations. Such as intent to leave for a high performing talent and a real-time process to initiate proactive employee retention can be initiated.

To learn more about what drives employee engagement and how it leads you to customer experience success, make sure to watch our webinar on demand with Andrew Shea.

 

Related Resources

Benefits of AI-Enhanced CX Management Systems

by | Apr 12, 2023 | Blog | 0 Comments

Cross-functional projects, listening to customers, understanding consumer insights, closing the loop are the top phrases used over and over again ad nauseam. However,...

Predictive Customer Analytics

Best Real-World Examples for Predictive Customer Analytics

by | Nov 17, 2022 | Blog | 0 Comments

From the birth of civilization until 1900, beneficial knowledge doubled every hundred years approximately. Following World War II, these intellectually fertile periods...

Close the loop

Don’t Ghost Your Customers! Close the Loop

by | Oct 11, 2022 | Blog | 0 Comments

Do you try to win your customers back with a free item or discount when they are unhappy with the service agent’s attitude? Do you consider to bolster staff training?...

Three Unique Ways to Boost Customer Retention

Three Unique Ways to Boost Customer Retention

by | Aug 27, 2022 | Blog | 0 Comments

What does Customer Retention Mean with Today's CX Expectations? Let's say you’ve decided to watch one of your favorite Netflix series on a quiet weekend evening at...

Customer Obsession

Customer Obsession: Vital Component of Growth

by | Aug 3, 2022 | Blog | 0 Comments

What is Customer Obsession? Before pointing out the connection between customer obsession and sustainable business growth, let’s agree on the terminology. In lots of...

sentiment and emotion analysis

Going Beyond Sentiments: Emotion Analysis

by | Jun 28, 2022 | Blog | 0 Comments

Emotions do matter: Sentiment and Emotion Analysis You have done everything you can to please your customers. In every aspect, your team of professionals provided the...

CSAT vs NPS vs CES Customer Experience Metric Selection

Customer Experience Metric Selection

by | May 30, 2022 | Blog | 0 Comments

CSAT vs NPS vs CES: The Complete Comparison The first step before deep diving into customer experience metric selection is to understand the main areas to address when...

Four Areas to Address When Measuring Customer Experience

Four Areas to Address When Measuring Customer Experience

by | May 24, 2022 | Blog | 0 Comments

Measuring Customer Experience Measuring customer experience gives companies the opportunity to determine whether their customers have a problem and understand how to...

CX Signals and Slack Pair for a Perfect Fusion in Organizational Culture

CX Signals and Slack Pair for a Perfect Fusion in Organizational Culture

by | Apr 25, 2022 | Blog | 0 Comments

Slack has come a long way since its inception back in 2009.  Currently, users send over 1.5 billion messages per month. According to Slack statistics from 2021, 88,000...

Request a Demo

Seeing is believing

Learn how to apply AI to analyze all the various CX ”signals” generated by your customers via surveys, text, complaints, social media, and other interactions. Discover how to quickly identify and flag the most important problems and opportunities, and then better prioritize your investments.