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. Taking a pulse on that and understanding how it relates to customer satisfaction provide a critical link to improved results. Companies such as Abbott Laboratories, American Express and Washington Mutual stay on top of this important human capital with employee surveys. And the trend toward using employee surveys 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 and to make sure that the information requested is actionable. However, the most critical aspect of this effort is ACTING ON THE INFORMATION. All too often, companies think that just the act of research (surveying of any kind) is all that is important. That the information alone 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 not only improves performance and profit but also increases morale and retention of the best employees. And what this means is happier customers!