Company Culture & Employee Engagement: the Impact on the Customer Experience

Customer Experience

Employee engagement, company culture, customer experience: These three components can’t exist in a vacuum. A company with a strong culture has highly engaged employees, who therefore positively impact the customer experience. Where to start?

Culture

You can start by building a culture of recognition. The culture of a company is a shared set of beliefs and values. When employees are recognized for living the beliefs and rewarded for excellence, they feel appreciated and valued. Employees who feel valued and understand the role they play in the company’s success are more emotionally engaged and become advocates for the company. When employees understand the mission and values of the company, they interact more authentically with customers, necessarily improving that experience.

Employee Engagement

Tied closely to company culture are the ways in which you can increase employee engagement. A strategically structured rewards and recognition program will ensure that the program is fair to all participants, that it will achieve company goals and is one more way to communicate company beliefs and values. People pay attention to what is measured; a properly structured employee program will demonstrate which behaviors are most important to the organization.

Support from the top is critical, as is training managers on the administration of the program. Input from employees during the goal-setting phase as well as reward options is equally important. Partnering with an experienced recognition and incentive professional will avoid the missteps and headaches that many companies encounter when they try to design programs in house.

Customer Experience

The customer experience encompasses every interaction with every employee of the company; it includes the customer’s perception of the products or business and is influenced by their feelings about the brand, what they believe the company values and the social responsibility that the company demonstrates.

It makes sense that a company with clear values and beliefs that are carried out by employees in every interaction with their customers will improve that experience. Employee recognition programs are an excellent way in which to communicate those values internally, show employees what is important to the company and reward them for exhibiting those values in every interaction with the customer.

Contact us today to discuss how a reward and recognition program can improve your business and your customer’s experience.

 

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In economic terms, the multiplier effect refers to the proportional increase or decrease in final income that results from an injection or withdrawal of capital. In terms of Safety Reward Programs, the multiplier effect might refer to the ROI² (Return on Incentive Investment). A properly structured program significantly impacts overall employee engagement and safety culture, where employees are attuned to safety-related issues, inspired to display “Above & Beyond” safe behaviors, willing to be safety ambassadors, and encouraged to promote learning and support continuous improvement. Such best-in-class programs are designed to promote group objectives and reward individual behavior, engaging, motivating, and rewarding the people behind your success.
 

Fortunately, there are thousands of companies in high-risk industries that have excellent safety programming, training, and coaching in place. Many include safety in their list of core values and have invested heavily in EHS (Environment, Health, and Safety) technology, training, telematics, and personnel. However, too many miss the opportunity to incentivize and recognize individual safety contributions, behaviors, and performance.
 

Programs featuring tangible and experiential awards as the reward currency can have a multiplying effect that pays dividends. Benefits include a more highly engaged workforce, fewer accidents and incidents, reduced claims and losses, lower turnover and absenteeism, better communication, increased productivity, visibility to leading and lagging indicators, incremental coaching and training opportunities, and improved profitability.
 

So, what’s the rub? Are engagement programs focused on employee safety, health, and wellness expensive to implement? Do they only make sense for companies with thousands of safety-sensitive workers? The answer to both questions is no. Properly structured programs can be cost-effective and right-sized for companies with as few as 100 safety-sensitive workers up to those with 10,000 or more. The ROI² of these programs can be expressed as a ratio (in this case, 4:1), with quantitative results showing a savings of $4.00 for every $1.00 invested and qualitative results revealing higher employee morale, which serves as a catalyst for productivity. Safety Reward Programs help to mitigate risk, elevate employee engagement, and improve overall safety culture. They also present an excellent opportunity for companies to simply say thank you to their employees for being safe, committed, and engaged.
 

People have an inherent need to know that their efforts do not go unnoticed. Safety Reward Programs provide the stimulus and energy that encourage employees to perform at their best and achieve new heights.

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