Tuesday, July 5, 2011

Using Surveys Of Employee Participation To Enhance Customer Satisfaction And Loyalty

If you need to increase the competitiveness of your business and profit, where should you start? If you focus on your first employees, or if they start focusing on your customers first? In fact, it is necessary to do both.

It 's almost always better to start focusing on your employees first. Very satisfied and committed staff is essential to achieve maximum customer satisfaction, the long-term loyalty. Start listening to your employees and act according to their continuous feedback.

Conduct an employee survey / poll on employee engagement to gather information, suggestions and ideas of your employees. Ask them what it's like to work for your business and what you can do to help them do their jobs more effectively and do a better job of taking care of its customers. Include questions about the effectiveness of internal communications, business processes, teamwork and how employees feel about the direction of your business.

Check with employees / employee engagement surveys also include questions about the effectiveness of supervisors and managers, empowerment, the opportunity for employees to make suggestions, the effectiveness of rewards and recognition, fair wages, adequate benefits, treatment of different groups and fear in the workplace. Include questions on quality, customer service and ways to increase productivity. Ask questions about anything that can be positive or negative impact on employees and customers.

Do not be surprised if you end up identifying a number of challenges and opportunities. If the challenges and problems you need to know about them, priorities and take action. There is no quick fix. Identifying and addressing three main problems are not enough, especially when there are many problems that affect more than your employees and customers.

It 'important to do a thorough job, and to analyze the results of the study. And 'therefore equally important to create an action plan, and do a good job getting everyone involved, and to implement the plan effectively. This requires the communication of results, so that employees know that you listened to them and who are committed to make the necessary changes based on feedback.

Your goal should be to use the survey results used to achieve large-scale employee engagement and satisfaction increases, focusing much more on their customers and meet or exceed their expectations.

To ensure successful survey, the attitude of employees to carry out each year to measure progress and identify new challenges and opportunities that have emerged since the previous survey employee. His attention and commitment to continuous improvement will ensure customer satisfaction and continued loyalty.

When you start to get results, you should also do surveys to assess levels of customer satisfaction and to see how customers have adopted the company, employees, your products and services, as well as other key issues that the customer satisfaction units and retention. Do not be afraid to ask the customer to know things are not going well. You must learn how customers feel. Guessing is not good enough. Your customers are also likely to be buying from the competition. It 'important that you learn firsthand how to compare your company, products and services than our competitors.

In short, take good care of your employees, set the right direction, providing good leadership, identify problems and opportunities, take action and evaluate progress in progress. This will allow your company to attract and retain customers and remain competitive and profitable.

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