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?
About DDM
At DDM Consulting, we understand that a 'one size fits all' approach is unthinkable when it comes to choosing a customer contact platform. After all, every organisation is unique! That's why we offer you a wide range of renowned contact centre solutions, and provide advice based on over 20 years of experience in customer contact.
Evolution, not revolution
Together with you, we’ll evaluate your current contact centre processes and your requirements for the new platform. We’ll advise and assist you in developing more efficient workflows, driven and supported by AI wherever possible. Based on your priorities, we’ll create a dynamic roadmap that makes the transition to a new, improved contact centre manageable.
Proactively embracing cutting-edge technology
This roadmap remains central to the project, even after the new platform is up and running. It evolves with changes within your organisation and developments in contact centre technology. Our experts assess every new release to determine its value to you as a customer. They take the initiative, ensuring you always have the relevant knowledge at your fingertips.
Creative solutions for better customer contact
And if you're looking for specific functionalities that aren't (yet) available on the chosen platform, there is plenty of scope for in-house development of add-ons tailored to your needs. Our team possesses the business and technical expertise to achieve the maximum potential, even if you've opted for an out-of-the-box solution.
DDM Consulting provides the proactive and creative approach to your CX evolution!
