At Safelite AutoGlass, the connection between employee engagement and customer service is very strong. We’ve shared our People First strategy – an integrated talent development program – as a key initiative behind achieving our goal of customer delight throughout this blog.
Many customer service experts agree that company culture and morale weigh heavily on a company’s success. That philosophy is echoed by customer experience researchers from Temkin Group, who in November 2012, released “The Five I’s of Employee Engagement: 25 Best Practices to Inform, Inspire, Instruct, Involve and Incent Employees.”
While previous Temkin Group research found a strong connection between employee engagement and both productivity and customer experience, only 35% of large firms’ employee engagement efforts received strong ratings.
Based on interviews with over 20 companies – including Safelite, this report identifies 25 best practices and highlights more than 60 examples of ways in which companies are engaging employees across the Five I’s.
After you’ve had a chance to review the findings, share with us how closely your CX professionals work with your HR team to develop customer-centric employee engagement programs.