Engaged employees lead to better customer experience

Rebecca Harris, Research Analyst –

According to Gallup’s most recent State of the American Workplace, companies with top quartile engagement have 10% higher customer metrics than companies with bottom quartile engagement. Yet only 33% of U.S. employees are engaged in the workplace. Gallup argues that, with near-stagnant fluctuations in engagement over the past decade, “the U.S. – and the world at large – is in the midst of an employee engagement crisis.”

Gallup consultant Brian Brim offers a solution in a related blog: “Involvement is the key to shared ownership.” When employees feel support from leaders and ownership over their tasks, they are much more likely to perform well, leading to better business outcomes.

New Jersey Natural Gas (NJNG) is actively involving its employees in a new, successful way to improve the customer experience. Through its Customer Satisfaction Councils, NJNG is using the unique perspectives of frontline employees to implement real changes in the company.

Each year, frontline employees rotate onto the council to solve issues they see in NJNG’s customer service. Council members begin with brainstorming ideas, then they focus on three issues that they can solve within the year. Council members advocate for their solutions within the company, leading to near-universal buy-in.

Since the program was reinstated in 2016, it has continued to grow in scope. The original council began with customer service representatives and other customer service staff. Now, it includes employees from Dispatch, Revenue and Marketing. NJNG also launched a new field council this year to engage field employees to improve the customer experience.

Join Chartwell’s Sept. 26 webinar, Engaging Employees to Improve the Customer Experience, to learn how NJNG’s program has evolved and sustained successful results. Stacy Kregg, Senior Customer Experience Specialist, and Claire Maglione, Manager of Customer Experience, will share how the program promotes customer centricity, engages employees and improves processes.

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