CX Digest - December 2019

Employee engagement is fundamental in delivering a successful customer experience (CX). There is a clear correlation between happy employees and satisfied customers. When employees are motivated, there are less complaints and problems, as employees are more willing to go above and beyond to meet customer expectations. Conversely, if employees are unhappy and demotivated, what kind of experience do you think your customers will receive?  With this in mind, many UK businesses now recognise the importance of employee wellbeing and are taking positive steps in this area. 

There has been plenty of campaigning and publicity around mental health in recent months, aimed at removing the stigma of staying silent, and encouraging people to speak out and seek help. In the UK, approximately 1 in 4 people will experience a mental health problem each year. The Centre for Mental Health found that mental ill health costs UK employers an estimated £34.9 billion each year. It is the largest cause of lost working days with stress, anxiety and depression accounting for 15.4 million lost days.

From a business perspective, the positive impact on boosting employee wellbeing and mental health is significant. As a result, many organisations in the UK have already made it a priority in the boardroom but there is still work to be done.

Leaders need to look after their own mental health and inspire their workforce to do the same, fostering an open dialogue and giving full support if it is needed. Of course, everyone wants a productive workforce but developing a culture where it is ok to talk about problems, (whether they are work related or not) and having programmes and trained people in place to approach, sends out a really positive message to employees. The investment in mental health is minimal in comparison to the benefits, studies show that happy individuals with good mental health can have a 12% greater productivity.

Benefits of a happy workforce

Healthy, happy people are shown to have higher levels of performance and are likely to bring in a higher volume of sales. Positivity leads to greater employee engagement, motivation, energy and lets not forget, creativity, which only comes to us when we are in a relaxed state of mind. 

Building an open, empathetic culture where everyone appreciates, values and listens to each other about mental health, will strengthen working relationships and show employees how much you care and value them. In return employees will feel supported, are more likely to stay loyal, take less sick days and be proud of the company they are working for. Ultimately benefiting your bottom line.

Your employees are so important to the CX process, they are the closest people to your customers which is why our 360° assessments take your employees and management teams' perception into account as well as your customers. By doing this, we are able to uncover hidden truths and find gaps in the CX your company provides. Indeed we often find that there is a significant gap between employee perception vs. client satisfaction, as you can see from the chart below in "From the IIC assessment archive". 

If you’d like to talk to us about improving your CX and employee engagement then please do contact us. Or if you’d like some help specifically with mental health training in the workplace, our partner Accelerator Solutions runs programmes on workplace wellbeing. You can find out more here.

Congratulations to Barnett Waddingham who have recently been awarded Silver for their outstanding level of client experience, you can read more below. 

Enjoy the rest of the read and please feel free to pass this blog on to any colleagues or industry folk that may be interested in improving their CX. We would be delighted to help.

Tony Barritt, Managing Director

Perception vs reality

Our 360° assessments often identify a significant gap between employee and customer perception. What employees think they are delivering vs. what experience the customer receives can be two different stories. Senior management can be surprised by this gap, the cause is usually down to a lack of internal communication, employees aren't engaged and motivation is lacking. Leaders need to do more to understand the gaps, addressing the internal culture first, by helping and supporting employees to ensure they are happy and motivated. 

A great CX starts with your people. The more you value them, show concern for their well-being and work with them to make the most of their ability - the more they will value the company, their role, and that will reflect in their attitude and work. Happy employees and happy customers go hand in hand, in fact companies with happy employees see 81 percent higher customer satisfaction rates. 

Click here for more information about our assessments

Thanks to our committed approach to always doing the right thing for our clients, and following a rigorous assessment, we are proud to have again been recognised with an Investor in Customers (IIC) 'Silver' accreditation.

The accreditation has been earned for the quality of our client relationship management in Self-Invested Personal Pensions (SIPPs) and Small Self-Administered Schemes (SSASs).

As the benchmark of a customer-centric organisation, successful accreditation demonstrates a strong commitment to our clients, from providing an all-round excellent service to ensuring we are continuously improving — so that we can meet and exceed expectations.  Julia Bassett, Partner

Read more on this award here 

We're always on the look out for fresh thinking and new ideas in CX. Here's our hand-picked selection of the best articles we have come across recently.

Supporting employee well-being over the festive period
Mental health and employee well-being are year-round considerations. However, research shows that the festive period sees a peak in stress levels for many.

Employers have a duty to take mental health seriously
Marketing Week
The business case is clear – people in good health (mental and physical) perform better at work. 

If you want to change the conversation about mental health, lead by example
A leader who sits atop a company, tight-lipped and stoic in the face of their own mental health struggles will only breed this mentality throughout the entire business.

Want happier customers? Make employees happier first
Customer Experience Insight
Treating employees well, cheering them to success and taking interest in their morale, teaches them – perhaps even subconsciously – to treat customers well.

Praise Problem for Employees Highlighted
76 percent of employees agreed that motivation and morale would improve at their company if managers simply said “thank you” more and noticed when people do good work.

We're benchmarking customer experience perception. See how you think you're doing versus everybody else. Here's how it works:

1. Follow  this link  to our CX perception survey. Or scan the QR code with your smartphone.

2. Fill out the short questionnaire (your perception of your organisation).

3. Receive your perception benchmark (based on everyone who has filled out the questionnaire). We will update you as more data becomes available, so you can see how you're doing against an ever-growing data-set