For us at 6DT, customer experience is intrinsically linked to the experience our employees have at work. What about you?
When we consider customer experience, we pay attention to each customer interaction with each point of contact with our business. Additionally, one study reports that companies that excel in customer experience have 1.5 times more engaged employees than companies with lackluster customer service. Employee engagement is obviously influenced and supported by their daily experience within their company.
MIT research suggests that organizations that prioritize employee experience see twice as much customer satisfaction and a propensity for innovation as well as a 25% increase in profitability. To do this, the employee experience must be defined and its drivers put in place in the same way as the desired customer journey is established.
At 6DT, we aim to ensure that the experience we offer to our employees rhymes with “ lifestyle career ”. We want them to be able to live by focusing on what really matters to them while pursuing a stable and lucrative career. We hire mothers and fathers who choose to care for their child at home. But also semi-retired people who have so much experience to pass on to us, and their contribution enriches the expertise that we make available to our clients. Also, we happily welcome nomadic workers. In fact, one of them is currently working from her RV while traveling in the American East with her husband. The wonderful thing is that with this flexibility, we have access to the best in everyone working with us and we manage to serve our clients with consistency and excellence.
Since our employees are not all available at the same time and some are in other time zones, we had to find original ways to maintain constant two-way communication. For example, we use Walkabout , a fantastic platform that gives each employee their place within a virtual office that visually resembles a physical location. We can meet in this place to exchange ideas, work together and even meet clients. We even have our own quiet 5 to 7, away from traffic. Also, we use Loom , a service that allows you to easily record people and screenshots on video in order to share messages and information much more effectively than by writing emails. With Loom, we have built a bank of video resources that our employees can consult at any time to help them overcome certain challenges.
Recognition is an important factor in employee engagement. By offering such a flexible way of working, we recognize the individuality of each person and demonstrate that their contribution is important. In small and large organizations alike, employee experience is becoming increasingly important and human-centric.
Studies have clearly demonstrated the impact of employee experience on virtually every key business performance indicator and well-being. Certainly, we believe that happy employees make happy and loyal customers. Leaders have every interest in investing effort and energy in creating and maintaining a positive experience for everyone.
Take an informal tour among your employees, and try to understand how they experience your company. Is it good to live and work near you?