In the past, the customer experience was always the focus for organizations. But now, companies are moving towards employee engagement to improve their profits.
But why is this?
It starts with understanding the service-profit chain, a concept introduced in a 1998 Harvard Business Review but is still just as relevant today. The chain goes as follows:
- Profit and growth are the results of customer loyalty.
- Loyalty is the result of customer satisfaction.
- Satisfaction is the result of the value of services provided to customers.
- Value is created by satisfied, loyal, and productive employees.
- Employee satisfaction is the result of high-quality support services.
As you can see, it all starts with the employee. The service-profit chain is the flow from employee engagement to the profits you generate and every step in between.
The benefits of employee engagement
Statistics have shown that companies with engaged employees outperform those without by 202%. And it doesn’t take much. By increasing employee engagement by a small percentage, businesses can experience much greater profits. Here are just a few of the benefits of improving employee engagement:
- Better corporate alignment: According to a study, engaged employees are five times as likely to pitch an idea that will improve a company and three times more likely to work later to finish a project.
- Increased Customer Satisfaction: As mentioned above, engaged employees create a better experience for customers. That’s because they are invested in the company’s products and services, and go above and beyond.
- Improved Customer Relationship: When customers are consistently treated well by employees, businesses start to build rapport with their base. This creates loyalty and word-of-mouth leads from customers sharing their experiences.
- Internal Collaboration: Employee engagement allows teams and individuals to work across departments towards the same common goal. When departments collaborate, tasks get completed smoothly and on time.
Improving employee engagement
Many CEOs and business owners are turning to mobile apps as part of their engagement strategy. Mobile apps can help connect employees with management, improve communication, eliminate IT headaches, save time, and improve efficiency and productivity.
Deskless, frontline, and customer-facing workers using an app instead of a computer can spend more time being productive. The ability to access and share information from anywhere with people in the office prevents barriers and inconveniences.
What’s more, mobile apps allow employees and management to interact with each other to reach organizational goals and be more aligned with core company values. They achieve this by improving organizational practices, eliminating silos, keeping employees informed, and reducing errors.
A workforce management app
In order to optimize operational efficiencies, employee satisfaction, and most importantly, the customer experience, organizations should start thinking about an alternative to traditional HR management. With InfiniTime’s Atlas mobile app, businesses can use the internal messaging system to request time off or pick up an additional shift and get an answer in real-time from management. Employees can also check their hours, pay stubs, and make notes all within the app.
The bottom line
Mobile technology offers businesses a more efficient and productive way to tackle today’s complex business environment. As more organizations adopt customizable and easy-to-use software, having a mobile workforce management app has never been more important. InfiniTime’s workforce management solution gives companies just that; Time and Attendance made easy while helping to automate the payroll process.