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Engaged employees create satisfied customers

Every company strives to stand out from the crowd, but that goal is often a moving target. Innovation by one firm is quickly copied bringing competitors back in line. However, strong customer service can help build loyalty and drive revenue growth.

Every company strives to stand out from the crowd, but that goal is often a moving target. Innovation by one firm is quickly copied bringing competitors back in line. However, strong customer service can help build loyalty and drive revenue growth.

Retail Customer Experience reports that providing quality customer service is the best way to differentiate yourself from competitors. Customers who enjoy their interactions with a company will tell friends and family and could potentially be the organization's biggest promoters. The source notes that companies in any industry can gain stability through customer loyalty, which depends on providing strong customer experiences.

Businesses hoping to improve customer satisfaction may want to focus internally first. 1to1 Media notes that organizations with higher levels of engaged workers are more likely to generate engaging and positive experiences for their clients. Citing research by the Temkin group, the source notes that companies with above average customer service have moderately or highly engaged 75 percent of their employees, compared to 25 percent at firms with below average customer service scores.

Engaged workers are more likely to work longer hours, make recommendations for improvements and pursue new challenges within the organization. This gives these firms a big edge in creating a corporate culture that focuses on the needs of the customers. However, many companies struggle to properly engage their staff. Employee reward programs can be an essential tool in creating an engaging environment.

Building successful reward programs
Recognizing the contributions of individual workers shows all staff members how their work leads to the success of the company. This is a vital step in creating an engaged workforce. Employees need feedback to understand the organization's vision and their place within the overall picture, according to the source. Regular rewards can keep workers from feeling lost or disconnected to the rest of the company.

Each of these rewards should be personalized to make the most impact on staff members. Generic cash rewards are quickly forgotten, but something the employee can use and appreciate serves as a continual reminder about the success each worker has had. One solution that can help firms save money on personalized rewards is to provide a selection of merchandise for the employee to choose from. This ensures that everyone has the ability to earn something they want, which keeps motivation high.

The strategy also helps all employees feel as though they have a chance to be recognized for their contributions. Keeping everyone involved in reward programs will help build engagement levels, while rewarding the desired behavior. Recognizing those who have provided strong customer service will inspire others to try harder to create a memorable experience for their customers.

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