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Do you know your customer base more than your employees?

Whilst businesses tend to spend millions on building customer engagement strategies and ensuring they maintain good customer retention, in a number of cases they lack the same attention to detail with their employees. Although many companies are aware of their workforce and what they do for the business, many don’t feel that putting staff at the centre of the business is key to gaining an advantage over competitors.

Whilst this may be the case for some businesses, in the majority of cases we know that the workforce can making or breaking of any business, and more needs to be done to make staff members feel ‘more loved’. As one of the UK’s largest recruitment agencies, we speak to the directors of companies of all sizes on a daily basis, and there’s no denying that the majority know a lot more about their customer base than they do about their own workforce. But why?

Well firstly the impact that customers have on the growth of a business is deemed to be essential, whereas the impact staff have is generally considered as more of a cost and an impact on profit margins. But whist this may be the case, because of the war for talent that is so apparent throughout a number of different industries, it’s more important than ever that you know exactly what your teams do and how you can benefit from their skills to gain new customers.

There are a number of ways that you can gain a better understanding of those in your business, but the main way is to listen to how they feel about their day to day working experiences. The better you know this, and the more you know how they feel about your company, the better placed you’ll be to make any necessary changes.

The more wanted your staff members feel, the more they’ll want to do for your business to grow and improve it. An unhappy and disengaged workforce will do more to put customers off than any problematic business strategy, so it’s important to get this right. Start from the top with business leaders and work your way through your workforce until you know what makes each one of them tick.

Doing this will bring any potential problems to the surface and will ensure employees remain loyal, feel satisfied and most importantly, feel trusted. Facilitating the right employee experience is the only route to improving employee engagement, and whilst we see positive signs that more and more businesses are beginning to live by this mantra, there are still too many that fail to realize its critical importance.

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