The Last Word: Customer Solutions Profit Ideas

Smart companies realize that in a customer service-dependent environment it is critical to understand what the employees are thinking, believing and feeling.  Companies such as Abbott Laboratories, American Express and Washington Mutual stay on top of this important human capital by surveying them.  And the trend is growing with more companies realizing the value.  The questions in these “employee engagement” surveys must be phrased appropriately in order to glean the desired information. 

However, the most critical aspect of this effort is ACTING ON THE INFORMATION.  All too often, companies think that the act of research (surveying of any kind) is all that is important.  That information is power.  This isn’t true – it is only powerful when you ACT ON THE DATA.  I truly believe that all TouchPoints with your customer are critical to assess, possibly survey and manage.  If done right, employee surveying can not only improve performance but increase morale and retention of the best employees.  And what this means is happier customers.