Employees are burning out faster than ever, and companies are still expecting similar results using old methods and measurements.
Loving your customers and serving their needs and wants is a priority, but remember that to achieve a successful customer experience, you must first achieve employee success. According to Tiffani Bova, “It’s not a new statement; happy employees breed happy customers, lead to higher growth rates and happier shareholders.”
Bova is known for helping lead the revolution towards balancing successful customer experience and employee experience.
“It’s the benefit of a compelling and meaningful employee experience, including satisfaction, engagement, engagement, and loyalty from your employees,” Bova said during our discussion. “Those who talk to customers, deal with customers, those who design products for customers, there’s this symbiotic relationship between the two.”
As the leading growth evangelist at Salesforce and author of the wall street journal best selling book, Growth CI: Get smarter about the decisions that will make or break your businessBova has a long history of inspiring people to be daring, bold and take action.
In just the last two years, times have changed dramatically and employees are looking for meaningful, productive and engaging work where they feel committed to showing up day in and day out. Whether they work from the comfort of their homes or in a cozy cubicle, employees need authentic leadership more than ever. Leaders who are not burnt out can show empathy and loyalty and allow employees to use their voices to help make things better within the organization.
“Over time, we’ve improved our customer experience by reducing effort and friction, creating this seamless experience,” Bova summarized. “We haven’t done the same for the employee. In fact, in both cases, the employee’s effort has increased, while the experiences they’ve had have decreased. They’ve been asked to do ‘more with less,’ to manage and navigate multiple technology solutions to do your job. Most of the time, those solutions are not integrated.”
In previous years, what worked for a company may not work now and needs to be re-evaluated. Technology is constantly advancing. Companies may not need to keep up with all of that. Instead, they should be aware of how technological advances can help improve the employee or customer experience, but not detract from it.
“Allow that employee to add value that technology can’t. That human relationship connection. It’s not meant to be handled exclusively by technology,” says Bova.
Employees should not be viewed as a replaceable expense. Instead, it is recommended that funds be set aside for quality training, so that performance is increased and expectations are aligned. This investment will allow employees to reduce their effort to accomplish the required work while meeting or exceeding customer expectations.
Tiffany goes on to say, “If the employee spends all their time navigating bad technology and bad processes, they can never show up with the human relationship that we really want to promote and let technology take care of redundant or repetitive tasks from the point of view.” productivity view.
So the question leads to this: have we reached that point where we can work towards a company culture that equally considers humanity, caring, empathy, and the places we need to think about for our society? Also, genuinely serving the customer, rather than just being a case of “whatever we do, we have to do it for the customer!” mindset.
Bova is hopeful and excited to share her next new book in 2023. The book focuses on research from the last three decades, where she found that there has been a lack of investment in the employee. The silver lining of the pandemic may have been the catalyst that exposed how much companies need to focus more on their employees and not just the customer.
“While the pandemic was horrible, there has been a dialogue about paying attention to the voice of employees, what is important to them, how do we invest in career and development, fair pay for fair work, and how do we enable this dynamic between working in the office and working from home, how do we keep Teams connected and collaboration available? It’s definitely gotten more complex, but I feel like we’re having the right conversations,” says Bova.
It boils down to leading with the heart, strategizing people over profit while continuing to have these crucial discussions.
Watch the full interview with Tiffani Bova and Dan Pontefract below or listen to it via the Leadership Series Podcast NOW.
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