Developing culture in the connection center – incentives for experiences, employee support, operational pace, customer feedback, and aligning value with action. https://lnkd.in/gPvpf48B JEFF SHEEHAN

Why employee experience is the hidden driver of customer service and stakeholder trust Louise Whitfield, strategy director at McCann Synergy, explores the connection between employee experience and stakeholder relationships https://lnkd.in/evSsR2fz

It was rather a long journey to see how corporates evolved in measuring behaviors when they perform employee appraisal and the alike. "You can not manage what you can not measure", setting KPIs that measure behaviors is key for a successful organization, so creativity, team player, customer indulgence and many fluffy terms end up being measurable. It takes time though for an organization to mature and to be able to establish a reasonably fair KPI system.

Customer loyalty starts inside the organization. Research shows that companies integrating employee and customer experience see revenue growth jump by 50% or more. Why? Because disengaged employees can’t create great customer experiences. At Mindset Consulting, we help our client connect culture, people, and performance — turning employee engagement into a measurable growth driver. What competitors can copy: products, prices, and campaigns. What they can’t: a culture of trust that drives consistency across every customer interaction. Invest in your people — the most powerful lever for brand performance.

👍 20% increase in employee satisfaction with IT As a small consultancy, we don’t always shout about the difference we make — but the impact can be significant. One of our clients, a technology leader in a large enterprise, set out to improve their internal Net Promoter Score (NPS) — a key measure of how employees experience workplace technology. By building a measurement capability and embedding it into their existing ways of working, together we achieved a 20% improvement in NPS. If you’re a technology leader wanting to know how to strengthen IT’s reputation for delivering value, start with our free IT Service Experience Diagnostic tool https://lnkd.in/enCd_8D2

🔑 Employee Satisfaction Is Your Greatest Competitive Advantage In a world where products and services are easily copied, employee experience is the differentiator competitors can’t steal. 📊 Research tells the story: • Highly engaged teams see a 20% lift in customer satisfaction. • Stores with skilled, tenured employees generate 50% more revenue. 💡 When employees feel valued, it flows directly to customers: • Engaged employees solve problems creatively. • Consistency builds trust and loyalty. ⚠️ The Modern Challenge: Only 38% of U.S. consumers feel customer service employees “understand their needs.” 🚀 Strategies to Bridge the Gap • Empower employees to act without red tape. • Measure employee engagement alongside CSAT. At Proverbial Partners, we help leadership teams align employee engagement with customer outcomes—building both loyalty and long-term growth. 📌 Read the full blog: The Hidden Engine of Customer Satisfaction 👉 https://lnkd.in/eGVMpXQw 📅 Book a 30-minute session — just a no-pressure chat about where you’re heading and how to get there: 👉 https://lnkd.in/g45bfpa8 Text, call or email us if that’s easier: 📧 info@proverbialpartners.com 📱 +1 602.321.3910 Let’s find a way to make things easier. #EmployeeExperience #CustomerSatisfaction #Leadership

🔑 Employee Satisfaction Is Your Greatest Competitive Advantage In a world where products and services are easily copied, employee experience is the differentiator competitors can’t steal. 📊 Research tells the story: • Highly engaged teams see a 20% lift in customer satisfaction. • Stores with skilled, tenured employees generate 50% more revenue. 💡 When employees feel valued, it flows directly to customers: • Engaged employees solve problems creatively. • Consistency builds trust and loyalty. ⚠️ The Modern Challenge: Only 38% of U.S. consumers feel customer service employees “understand their needs.” 🚀 Strategies to Bridge the Gap • Empower employees to act without red tape. • Measure employee engagement alongside CSAT. At Proverbial Partners, we help leadership teams align employee engagement with customer outcomes—building both loyalty and long-term growth. 📌 Read the full blog: The Hidden Engine of Customer Satisfaction 👉 https://lnkd.in/ekPBsCfq 📅 Book a 30-minute session — just a no-pressure chat about where you’re heading and how to get there: 👉 https://lnkd.in/g45bfpa8 Text, call or email us if that’s easier: 📧 info@proverbialpartners.com 📱 +1 602.321.3910 Let’s find a way to make things easier. #EmployeeExperience #CustomerSatisfaction #Leadership

💡 What’s one thing your company does to keep employees happy — and in turn, customers loyal? ✨ The Most Overlooked CX Strategy? Your Employees. We spend millions designing customer journeys, digital platforms, and loyalty programs… But here’s the truth: a frustrated employee will never create a delighted customer. 📊 Research proves it: - Companies with engaged employees see 81% higher customer satisfaction. - Highly engaged teams show 23% higher profitability. - For every 1-point increase in employee engagement, companies see a 0.41-point increase in customer satisfaction.   👉 Happy employees create happy customers. Always.

One theme stood out for me at this year’s UK Employee Experience Awards - listening to employees 👂 I had the privilege of judging for the fifth time, and it was enlightening as always. It was a clear reminder, if you want to design journeys that truly work for your people, you can't do it without speaking to them. How else do you know what's working, what's not, what frustrates people, or what makes them happy? 🤷 So, as a very basic approach... 💬 Have a strong feedback platform 🩺 Use managers as an ongoing pulse check 🤝 Run feedback and co-creation sessions with employees themselves 🎯 Turn your data into action and strategy 💪 Keep testing and improving The more we involve employees, the better the outcome for them. And the better the outcome for them, the better the results for the business 🥳 Am I wrong? #employeeexperience #employeefeedback #employeeengagement

When you centre your organisation on people, meaning both your customers AND your team, you build something more durable than processes: you build trust.   Trust isn’t optional and continues to move the needle for our clients.   Teams that trust management consistently outperform.   According to research, high-trust workplaces see better employee engagement, higher productivity and stronger customer loyalty.   People-centred design doesn’t mean loosening standards.   It means making systems that work with people, not around them.   When team members feel heard, involved and trusted in shaping how work happens, things shift – quietly but powerfully.   Service improves. Alignment happens. Outcomes change.   Great customer experience doesn’t come from scripts. It comes from a trusted, energised team.   #PeopleCentred #TrustInLeadership #CultureShift #OrganisationalChange #OneFlinders Melinda van der Westhuizen GAICD Seamus van der Westhuizen