Two Sides of the Same Coin
Customer satisfaction and employee satisfaction are two sides of the same coin. Customers and employees want the same things.
|To get what they are promised||The tools/ systems/ policies to do their job|
|Their problems resolved||Empowerment to solve problems|
|Their needs listened to/understood||More/ better feedback|
|Knowledgeable employees; adequate information||More training; more/ better feedback|
|Employees to take the initiative, take responsibility, represent the company||Empowerment; clear priorities; inclusion in the company's big picture|
|The company to value their business||Clear priorities; the tools/systems/policies to do their job|
Kinēsis helps our clients understand both sides of customer-employee interface by understanding both employee engagement and the customer experience.
Employee engagement research is designed to help identify and measure extrinsic and intrinsic rewards that have the strongest links to employee satisfaction and engagement, helping banks increase profitability by understanding the connection between employee satisfaction, engagement, and loyalty; and customer satisfaction, loyalty and profits.
Intra-Organization Customer Experience
While engagement is important, a best practice is to move employee surveys beyond employee engagement and toward an understanding of what is going on at the customer-employee interface by leveraging employees as a valuable and inexpensive resource of customer experience information.
In addition to measuring engagement, we help managers of the customer experience understand what is going on at the customer-employee interface. This research gathers impressions of the customer experience, evaluates the level of support within the bank, solicits recommendations, and compares perceptions by position (frontline vs. management to identify any perceptual gaps between management and the frontline.
“When companies put employees and customers first, their employees are satisfied, their customers are loyal, their profits increase, and their continued success is sustained.”
- “Service Profit Chain”, Heskett, Jones, Loveman, Sasser, and Schlesinger