Did you that know happy employees equate to happy customers? The Institute for Entrepreneurial Excellence at the University of Pittsburgh recently held a member event that spoke to the Hospitality Quotient (HQ): How Employee Experience Impacts Customer Experience. Susan Salgado, the most recent managing partner of Hospitality Quotient, Union Square Hospitality Group’s, stated that the core elements that lead to a remarkable customer experiences begins with the leadership and organizational culture itself.
We all know the importance of customer experience, but many rarely think about the impact of employee experience. Investing in employee experience includes things like making sure your employees feel empowered, building the trust of your employees, and increasing their engagement. By investing in the employee experience, betters the experience for the customer. A research report by Temkin Group states that industry leaders in customer experience have 1.5 times more engaged employees compared to laggards. Also, a PwC study shows that the employees that are or were the most committed to their organizations put in 57% more effort on the job.
The key here is to invest in people. Invest in your customers, of course, but also your employees. A balanced approach to both will achieve optimal success. Danny Meyer, of Union Square Cafe, Gramercy Tavern, and Shake Shack, believes “well before our staff members can extend any kind of meaningful hospitality to our guests, they need to first understand the importance of being on each other’s side. Mutual respect and trust are the most powerful tools for building and energetic, motivated and winning team in any field.” This initiative can begin in the Human Resources Department of your firm and then work its way out to other management levels, like Marketing and Operations.
- Strive to build the trust of your employees through consistent and transparent communication
- Be approachable, and curious
- Continue to invest in them
If your employees trust their management, employee engagement and productivity are likely to increase.