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What do you do if your brand's employee engagement is affecting customer perception?

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Employee engagement is not just a buzzword. It is a crucial factor that influences how your brand is perceived by your customers. When your employees are happy, motivated, and aligned with your brand values, they deliver better service, create positive word-of-mouth, and enhance your reputation. But what if your employee engagement is low, inconsistent, or negative? How can you address this issue and improve your brand image? Here are some steps you can take to turn things around.

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Mohamad Al Jandali

Turning founders into influencers. Leading Canada’s ???? top LinkedIn agency ?? Visit our website to book a clarity…
Rui Pedro Duarte

Open Science for Mission | ex-Fortune 100 Communicator, ex-Member of Parliament

1 Assess the situation

The first step is to understand the current state of your employee engagement and how it affects your customer perception. You can use various methods to gather feedback from both your employees and your customers, such as surveys, interviews, focus groups, or online reviews. Look for patterns, themes, and gaps in the data, and identify the main drivers and barriers of employee engagement. For example, you might find out that your employees lack recognition, training, or communication from the management, or that your customers complain about the quality, timeliness, or attitude of your service.

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Mohamad Al Jandali

Turning founders into influencers. Leading Canada’s ???? top LinkedIn agency ?? Visit our website to book a clarity call.
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First, you have to see where's the problem. Identify who's wrong. There might be something wrong with the employees’ behavior and how they are dealing with the customers. Provide them with needed training to fill that gap. On the other hand, the problem might be from the customer's side. Sometimes, customers complain unnecessarily because their expectations are higher than what you provide. You have to communicate your values and benefits clearly to avoid this confusion.

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Stacy Thal

Senior Brand & Creative Consultant | I help investors, founders, and CMOs shape and build winning brands | Ex-Google, Walmart, Yahoo
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Assessing a situation where employee engagement affects customer perception involves: Surveys and Feedback: Collect input from both employees and customers to identify alignment or disconnects. Internal Culture Evaluation: Assess internal factors like leadership, communication, and morale to gauge impact on customer-facing interactions. Training and Development: Invest in training programs to address areas of improvement and align employee behaviors with brand values. Understanding and addressing these aspects can bridge the gap between employee engagement and customer perception, ultimately enhancing brand reputation.

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2 Define your goals

The next step is to set clear and realistic goals for improving your employee engagement and customer perception. You can use the SMART framework to make your goals specific, measurable, achievable, relevant, and time-bound. For example, you might want to increase your employee satisfaction score by 10% in six months, or reduce your customer churn rate by 5% in a year. Make sure your goals are aligned with your brand vision, mission, and values, and communicate them to your employees and customers.

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Mohamad Al Jandali

Turning founders into influencers. Leading Canada’s ???? top LinkedIn agency ?? Visit our website to book a clarity call.
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your eyes should be on the aim. if you know what you want to achieve, you'll take every step precisely that will make you closer to that goal. identify what end result you want with the efforts you are making with your brand. now discuss it with employees to make sure that all of you are on the same page to make those changes happen.

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3 Implement your strategies

The third step in achieving your goals is to design and execute your strategies. Depending on the situation, you can provide recognition and rewards for employees who demonstrate your brand values and deliver excellent customer service. Additionally, offering training and development opportunities can help enhance employee skills, knowledge, and confidence. Improving communication and collaboration among employees and management, as well as soliciting feedback and suggestions from employees and customers on how to improve processes, products, or services can be beneficial. Finally, creating a positive and supportive work culture that fosters trust, respect, and loyalty is important.

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Mohamad Al Jandali

Turning founders into influencers. Leading Canada’s ???? top LinkedIn agency ?? Visit our website to book a clarity call.
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you need to make improvements on both sides. - on the employee's side - on the customers' side. provide necessary training if you think your employees are lacking the skills. AND clearly communicate your brand's values with customers to set realistic expectations.

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Rui Pedro Duarte

Open Science for Mission | ex-Fortune 100 Communicator, ex-Member of Parliament
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True progress hinges on strategic execution, yet the challenge lies in ensuring these strategies resonate at every level of the organization.

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4 Monitor and evaluate your results

The final step is to track and measure your results and evaluate your progress. You can use the same methods you used in the first step to collect feedback from your employees and customers, and compare them with your baseline data and goals. Look for changes, improvements, or challenges in your employee engagement and customer perception, and analyze the impact of your strategies. Celebrate your successes, learn from your failures, and adjust your strategies as needed.

Employee engagement is not a one-time project, but a continuous process that requires commitment, consistency, and creativity. By following these steps, you can improve your employee engagement and customer perception, and build a strong and sustainable brand.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your brand's employee engagement is affecting customer perception?

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5

1 Assess the situation

2 Define your goals

3 Implement your strategies

4 Monitor and evaluate your results

5 Here’s what else to consider

Brand Development

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What do you do if your brand's employee engagement is affecting customer perception?

1

2

3

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5

1 Assess the situation

2 Define your goals

3 Implement your strategies

4 Monitor and evaluate your results

5 Here’s what else to consider

Brand Development

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