Companies want engagement, both from their customers and increasingly from their employees.
But what do we mean by engagement? And how do we create it?
A lot of companies want to be customer-focused, but the problem is often that this ambition is only skin deep. This creates problems for employees, whose experience of the brand is notably different from the image presented to customers.
It’s all too easy for businesses to focus on the wrong things in terms of experience. If you’re just relying on your contact centre to take care of customer experience, then you’re missing the point. Customer experience is the responsibility of everyone in the organisation, whether they are directly customer-facing or not.
Brands who do experience well succeed in creating a strong engagement with the brand for both customers and employees. But many businesses fail to get beyond the barriers of departmental silos, and never achieve the collective responsibility for CX that results in authentic engagement.
“The real power of an experience-driven business is that it engages both employees and customers in very similar ways. Great CX enables you to win and retain customers, get a bigger share of wallet, and more recommendations. Similarly, great EX enables you to win and retain talent and achieve more discretionary effort from employees, who then recommend more great people to work for the company.” Stewart Bromley, COO Atom Bank.
Just chasing engagement on its own is unlikely to lead to success. Engagement is a relationship, and a successful relationship is built on clear expectations and coherent, coordinated actions.
If we want engagement, we have to be honest about what customer and employees are engaging with, and why.
Don’t forget: you can get your questions answered by our ExperienceCast panel. Just send us your question, and we’ll feature it in one of our forthcoming episodes.
Guest panelist: Stewart Bromley, COO Atom Bank. The ExperienceCast team would like to thank Stewart Bromley for generously sharing his insights.