How Loyal Employees Impact Customers
Employee loyalty is more than just staying with an organization for a certain period of time. Employee loyalty also means:
- Wanting to stay with the company.
- Being committed to the success of the company.
- Believing that working for the company is the best option for them.
- Not actively looking for a new position outside of the company.
Customer loyalty is tied to employee loyalty through the customer experience. Employees are the company to the customer and if there is a lot of employee turnover or if employees are obviously not happy at work, their dissatisfaction will be reflected in the customer experience.
Measuring Employee Loyalty
Job satisfaction surveys can provide information about how satisfied an employee is at work and can be useful in learning about employee perceptions of the company, their loyalty level and how to improve employee morale.
Employees will generally fall into three groups or levels of loyalty. Those three levels are:
Loyal employees are obviously the most desirable. However, in addition to being loyal, employees must perform consistently and productively. An employee can be loyal to the company, but not be a productive worker. In order to ensure the employee is productive, there must be performance measurements in place. The ultimate result is a productive workforce that is committed to the customer.
Indifferent employees take the middle road when it comes to commitment to the company or the customer. They will do just what is required, with no thought to providing the extra touch, to get their job done. This segment of the workforce will need extra training and attention in order to move them to the loyal employee segment.
Insecure employees are vulnerable. They will not be productive or committed to the company without encouragement or incentive. Companies will want to minimize the percentage of insecure employees by turning them into loyal employees or encouraging them in their search for employment elsewhere.
Employee Job Satisfaction
There are some things you, as an employee, can do to create and maintain satisfaction in your job. The happier you are at work, the more committed you will be to the company and your focus on the customer will be more positive. Follow the suggestions below to increase your state of well-being at work:
Take responsibility quickly for your errors. Owning up to your mistakes sooner rather than later will actually enhance your relationships with your colleagues because the problem won't have time to escalate. Not taking responsibility just creates additional problems.
Acknowledge your colleagues. When your colleagues do something that makes your job easier, or makes the workplace better, recognize that and let them know you appreciate them. Recognition and praise is an excellent motivator, even among co-workers.
Continually work toward creating a positive workplace. It is difficult to work in a negative environment, so keep your attitude positive, and share that attitude with your colleagues.
Keep your promises. Trust is a valuable component in a positive, supportive workplace, so do not break that trust by not keeping your promises.
Encourage your co-workers. Support your co-workers when they need a boost. Help them by encouraging continued education or training if they feel they don't have the skill set to do something. They will respect and appreciate you in turn, making the workplace a more positive environment.
Understand what motivates or stresses your co-workers. Recognize your co-workers' communication styles and adjust yours to best communicate with them.
In order to create loyal customers, a business first needs to create loyal employees. Satisfied employees who are committed to the company will take good care of the company's customers; unsatisfied employees may not. A company can't have loyal customers without first having loyal employees.