Emotional Contagion: The Impact of Employee Satisfaction on the Customer Experience
Is there such a thing as ‘emotional contagion’? What is the influence of employee satisfaction on the customer experience? That is the question that many contact centre managers (and CEOs!) are asking themselves these days.
Understandable, because research has shown that those who feel emotionally involved with a company are three times more likely to make a purchase from the same company again. In addition, positive and – genuinely – engaged employees result in positive and engaged customers. In fact, research shows that companies with a high level of employee engagement show an 18% higher customer retention rate, and also score higher in customer reviews, profitability and productivity.
EX vs. CX
Satisfaction is therefore most definitely contagious and as such the employee experience (EX) has an enormous influence on the customer experience (CX). It is therefore extremely important that you enable your employees to excel in their profession, both towards the customer and within the organisation. Make it as easy as possible for them to serve the customer, whether it is via the telephone or via a digital channel such as chat, video or e-mail.
And how do customers – and employees – actually influence each other? What about word-of-mouth advertising, both positive and negative? That also has everything to do with emotional contagiousness. Experiences are shared with others both internally and externally, and this can have a huge impact on the image of your company.
Whitepaper 'From cost centre to centre stage'
In our whitepaper ‘From cost centre to centre stage: the effect of employee satisfaction on the customer experience’ we focus on the employee. We look at factors that have a positive effect on their well-being, and what their impact is on the customer experience and the business results. Twenty pages of useful information that you can apply immediately.
How do you make your contact centre a success for employee, customer and management? In other words, how do you change it from a cost centre to the centre stage of the organisation?
Would you like to find out how to achieve this?
At DDM Consulting we believe that our customers benefit most from tailor-made advice, without preference for a particular product or specific supplier. That is why we offer a wide range of intelligent omnichannel contact centre solutions, delivered by renowned partners who are all specialists in their field.
How we work
Together with the client, we evaluate the current contact centre processes as well as the requirements and preferences for the new platform. We apply our years of experience to find the best match, and provide advice on the potential optimisation and automation of business operations, for example through the use of AI.
We naturally guarantee a successful implementation of the new solution, and ensure that all back-end systems are seamlessly (re)connected. After the deployment, we are at the service of our customers to offer advice and aftercare.
But we go one step further: time and time again, we push the boundaries of the chosen platform, and adapt it to the customer's specific business processes and needs. Our team has the business and technical expertise to achieve the maximum potential, even when it comes to an out-of-the-box solution. This is our way of ensuring that every customer makes optimal use of the capabilities of the chosen platform!
Our clients come from a wide range of sectors, from major financial institutions such as banks and insurance companies, to telecom operators, healthcare institutions, government agencies, retail, and media.
We have grown into a team of about 30 contact centre experts, and are mainly active in Belgium, the Netherlands, Luxembourg, France, Germany, Austria and Switzerland. To be able to guarantee the highest quality, we continuously invest in the knowledge, training and experience of our employees.