Embracing a commitment to great customer service is a given for most companies. Investing in customer service improvements is harder given there is often a lack of evidence that doing so will produce a solid return on investment. Understanding the connection between employee engagement and customer satisfaction is key.
Customer Experience and Employee Engagement
“What is the return on our investment if we spend more on customer service training? Do happy employees really create happy customers? How do we prove the linkage?”Embracing a commitment to great customer service is a given for most companies. Investing in customer service improvements is harder given there is often a lack of evidence that doing so will produce a solid return on investment. Understanding the connection between employee engagement and customer satisfaction is key.
The Impact of Customer Experience and Employee Engagement Strategies at Disney Parks – Case Study
While still employed by Disney, the Integrated Insight team carried responsibility for identifying and proving the business case for customer service for Walt Disney Parks and Resorts. Proving the business case for improved customer service resulted in the “Back to the Basics” initiative, a significant investment in service enhancements, training and leadership development. To test the approach prior to company-wide rollout, a comprehensive test/control study in both resorts and theme parks was established. Measured results test versus control, and test properties pre versus post implementation, showed double digit percent improvement in “excellent” ratings and return intent. This scientific approach enabled a refinement of $30M in investment to spend where the impact was greatest and resulted in approval of funding for company-wide implementation. Read More.
The Impact of Customer Experience and Employee Engagement Strategies at Starbucks – Case Study
Starbucks is known for great service but like any other company, needed to show the return on investment to garner more resources for keeping those service levels high. A study conducted to justify $40M in investment showed that increasing customer satisfaction resulted in customers spending 9% more. Great service isn’t just about getting customers to come back more often and stay loyal to your brand. It also justifies premium pricing.
When to Develop Customer Experience and Employee Engagement Strategies
– Before you fall behind competitors and begin losing market share.
– To reduce acquisition costs for new customers by improving loyalty among your current base.
– To realize the potential improvement in net income from investing in service.
The Integrated Insight Difference
– We have real-world expertise in designing methodology, developing the business case, and implementing and measuring change to prove the ROI for improved customer service.
– Developing real-time measurement and reporting tools allows us to get the right information to the right user just in time.
– Our approach meets the needs of multiple audiences: daily data for front-line leaders that need to operate and immediately see results of their actions, and dashboard reporting for executives to monitor progress toward goals.
– Identifying less than optimal processes, resolving difficult “hand-offs” between departments or divisions, and removing barriers to providing great service is facilitated by our in-house team of Industrial Engineers.
– We collaborate with your human resources team to identify organizational challenges that should be addressed and provide a roadmap for enhanced training and development.
– We stay with you through implementation, knowing this is where most strategic initiatives fail.
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