How to Improve Customer Loyalty? Create Happy Employees


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It’s April, which means it’s Cus­tomer Loy­alty Month. Cus­tomer loy­alty doesn’t just “hap­pen” – it comes from a com­pany that places a pri­or­ity on hav­ing well-trained, happy employ­ees who under­stand how to deliver out­stand­ing cus­tomer ser­vice. Con­sider the fol­low­ing maxim:

      Happy Employ­ees trans­late into Happy Customers


      Happy Cus­tomers trans­late into Loyal Customers

To cre­ate cus­tomer loy­alty, there­fore, let’s start at the begin­ning: Cre­ate a work­place with happy employ­ees. Below, we’ve out­lined five essen­tial tips to get you started.

Give your employ­ees more vari­ety in their jobs

Bored, rest­less employ­ees are not likely to be as sat­is­fied with their jobs as those employ­ees who feel stim­u­lated, chal­lenged, and who are given new sets of respon­si­bil­i­ties and skills. How can you offer your employ­ees new oppor­tu­ni­ties and expand their skillsets? Do your employ­ees feel burned-out or bored with their roles? Have con­ver­sa­tions with your employ­ees and see how you can expand their duties so they are sat­is­fied with the amount of vari­ety in their jobs.

Don’t keep your employ­ees in the dark

Give your employ­ees a feel of empow­er­ment in the work­place by let­ting them know what is going on with the com­pany, your prod­ucts, and within the indus­try. By giv­ing your employ­ees knowl­edge and insight on the types of issues the com­pany faces, you are help­ing them feel that they are a part of the orga­ni­za­tion, and it gives them a stronger sense of unity. Inform your employ­ees through a weekly or quar­terly newslet­ter, or through work­place meet­ings. The more you can do to make your employ­ees feel like they are valu­able team mem­bers – and not just hired hands who don’t have infor­ma­tion about how the com­pany works – the more loy­alty and own­er­ship you’ll get from them.

Remem­ber, you’re the boss, not a buddy

In the inter­est of mak­ing employ­ees feel like they’re on equal foot­ing with the man­age­ment, some bosses take it too far. Remem­ber that you are still the man­ager, and your posi­tion needs to be one of lead­er­ship, where your employ­ees look up to you and respect you. This doesn’t mean you can’t be friends with your staff, but it does mean you need to know when to have lead­er­ship and give guid­ance and instruction.

Give feed­back often – not just dur­ing reviews

Do you know why many peo­ple dread employee reviews? Because it’s the only time when they get feed­back; they’re sud­denly faced with all of the things they’ve been doing wrong or need to improve upon, and it can be a lot to absorb. Instead of load­ing your employ­ees with feed­back dur­ing annual reviews, start giv­ing your employ­ees tips when­ever you think they could use a nudge. Make sure you include pos­i­tive as well as con­struc­tive feed­back, but do it at fre­quent inter­vals, so that when it does come time for their annual reviews, they won’t be hit with a load of sur­prises about the job they’ve been doing.

Value and encour­age your employ­ees to main­tain healthy lifestyles

Your employ­ees’ well-being extends out­side of the work­place; how they feel phys­i­cally trans­lates to how they feel men­tally and how pro­duc­tive they’ll be. Encour­age your employ­ees to take long lunches where they can fit in a work­out or a long walk. Give free gym mem­ber­ships as a job perk. Offer finan­cial perks to employ­ees who bike or walk to work. Encour­age your employ­ees to take time to man­age their phys­i­cal health so that they don’t feel “guilty” for tak­ing a longer break that gives them enough time to work­out and shower. You’ll be amazed to see how much bet­ter employ­ees do at their jobs if they feel they can still take care of them­selves physically.

Reap the ben­e­fits that happy employ­ees will have on cus­tomer relationships

A work­place that pays atten­tion to and fos­ters the hap­pi­ness of its employ­ees will be one with bet­ter cus­tomer rela­tion­ships. When employ­ees feel val­ued, heard, respected, and chal­lenged, they will be more inclined to strive harder for your cus­tomers. And your cus­tomers will reward your com­pany with their loy­alty — the ulti­mate prize.

Republished with author's permission from original post.

Jodi Beuder
We help organizations create a positive connection between customers and brands. We promote synergy through integration as it builds on the decades of collective history of renowned expertise. MHI Global is your comprehensive source for customer-management excellence solutions to compete in today's ever-changing, customer-centric environment.


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