Branding is an inside job
This is an extract from Dave Greasley's Medium article about why organisations are waking up to the importance of their whole brand experience - inside and out.
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Employees are the vehicle by which a brand comes alive, acting as ambassadors for an organisation’s values and mission. We only have to explore Glassdoor to appreciate the impact of internal experiences.?Research shows?that companies with highly engaged employees outperform competitors by 147%, demonstrating that employee satisfaction directly impacts the bottom line.
When employees understand (and even develop a passion for) a company, they’re inspired and united by a common purpose. This connection significantly drives customer satisfaction, increases loyalty and boosts sales performance.
And with this comes a whole host of positive outcomes — job satisfaction, self-esteem, employee engagement, and positive word of mouth. For example, companies with strong employee experiences see a?40% reduction?in turnover rates, which in turn lowers recruitment and training costs while ensuring consistent service quality.
Organisations that understand this equation invest in both employee and customer-centric initiatives. Fostering a culture where both are valued isn’t just good sense — it’s good business. After all,?70%?of customers say they trust a company more when its employees appear happy and satisfied, making it clear that employee experience (EX) and customer experience (CX) are two sides of the same coin.
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This article originally appeared on Medium. For the rest of the article and more like this, follow Dave Greasley and 3800.
Building a Powerhouse Team Who Deliver Exceptional Customer Service @ SmartRoof | Technical Services Manager | Want To Do The Same? Send Me A DM And I’ll Help
2 个月An important thing that was sent an article is having the employees have a passion for what the company does. I agree to a varied degree, at the hiring process the managers need to do the important work and find out what the employee really values, and what their passion for. Then being able to attach that passion to division of the company will help that employee have long-term buy in. It’s not easy to do at the interview process, and is more time-consuming, but it has helped me select individuals who perform well on the team, are open to feedback and treat our customers great.