There’s lots of chatter this week about Customer Service Week, a time to recognize employees who offer outstanding customer service and professionalism in their jobs.
Employers, however, must pay attention to the message of best-selling business author Shep Hyken, who encourages us to be mindful of our “internal customers”, a.k.a. our employees.
Countless studies have proven that employee satisfaction directly impacts revenue.
HR leaders and the C-suite can follow the model used in Voice of the Customer market research, which gathers consumer feedback through mobile surveys, texts, and online chats. Withanalytics and structured data, businesses can evaluate voluminous amounts of information on consumer buying patterns, interests, and demographics.
There’s no excuse to ignore the ‘hits and misses’ of today’s shopping experience.
The same is true of the employee experience.
Enter Voice of the Employee
Voice of the Employee, or VoE, allows businesses easy access to the opinions of candidates who are hired.
For example, using VoE market research, employers can:
- Gather feedback from a candidate who found a job posting and applied online. Data gleaned: Ease of online application process, navigating the website.
- Monitor impressions through the screening process. Data gleaned: Promptness of scheduled phone or in-person interviews, professional correspondence and process explained.
- Invite feedback about the onboarding process. Data gleaned: Friendly welcome and introductions the first few days, good use of time for learning protocol.
- Check the probationary period. Data gleaned: Assimilation and cultural fit.
- Assess learning opportunities. Data gleaned: Educational programs aligned with employee aspirations and goals.
- Inquire about company news. Data gleaned: Sense of community and belonging, understanding of how their daily jobs contribute to overall company success.
- Ask about exit interview. Data gleaned: Appropriate questions and candor about department, company, culture, reason for leaving.
- Keep in touch after separating. Data gleaned: An honest reflection of experience and the company.
Brand ambassadors can be current or former employees who share positive experiences about your organization without being asked to do so. They are also the people who refer top talent your way.
Voice of the Employee brings business a level of communication and employee engagement that cannot be created through a suggestion box or annual performance review.
Staffers know when employers are going through the motions and when they are truly listening. It’s easy to recognize when feedback is applied in a positive way that improves business processes and people.
The 360-Degree View
With VoE, business leaders get a 360-degree view of the employee, providing a way to develop actionable steps for improvement. The effects of Voice of the Employee are felt by vendors, customers, and stakeholders, too.
Voice of the Employee builds brand ambassadors, increases morale and loyalty, boosts productivity, and brings quality candidate referrals. It’s the complete opposite of a disengaged person showing up to collect a paycheck.