You can only achieve positive attention for your customers within your organization if your employees are enthusiastic. Attention to your enthusiastic customers has a positive effect on the service and customer focus of your organization. You could read that in the previous 2 blogs in this series of 7 blogs about ‘Deliver the best service’.
How can you use the most enthusiastic employees in your organization to improve your service? And how do you awaken enthusiasm? You can read that in this blog.
The effort of your employees determines the level of your NPS
Research has shown that the effort of your employees determines the level of your NPS. The motivation for the extent to which customers would recommend your organization to others largely has to do with how the contact between the customer and your employee(s) went.
Enthusiastic employees who interact with customers are not only the calling card for your company, but if they are really enthusiastic, also the best ‘super promoter‘ for your brand. They proudly tell family and friends at parties how much fun it is to work for your company and thus indirectly advertise your brand. They also leave an important stamp on the atmosphere in an organization.
“Just like the customer group, this group of enthusiastic colleagues is often an undervalued group. After all, most attention is focused on problems, which is why the group of Super promoters receives little attention. While here the energy is present to positively change an organization and make it customer oriented.” Thus, Rijn Vogelaar in his book ‘The Super promoter – About the power of enthusiasm’.
How do you turn employees into super promoters?
But how do you turn your employees into promoters of your organization? Don’t take employees for granted. Enthusiastic employees are the heart of your company. Value them based on their qualities and discover what their passion is, or ‘flame’ as Rijn Vogelaar calls it in his book ‘Enthusiasm Trilogy’. mode. Employees are becoming more tolerant, more creative, and more collaborative. Even to the point that they no longer see it as work, but always feel that they are doing what they like and get energy from it.
Give confidence to your employees by giving them the responsibility they can handle. Facilitate ideas from your employees by letting everyone contribute from their own perspective, knowledge, and experience. This way you achieve the best results and thus the best service for your customers.
How do you create more super promoters in your organization?
Start small! You probably know employees within your organization who visibly show their enthusiasm. Give these super promoters your full attention. Ask why they are so enthusiastic and where their passion lies. When people talk about their enthusiasm, the flame is kindled automatically. And this enthusiasm resonates with other employees and then spreads like wildfire.
Sharing successful projects and compliments from customers via the intranet, internal newsletters or the group app is also contagious. Make videos of enthusiastic customers and show them to your employees, that works very motivating. And let your employees come up with initiatives themselves to stimulate enthusiasm. Examples are the SNS Bank ‘coffee card’, devised by an employee to invite a colleague for a cup of coffee and to get to know each other better. Or at CYS we have the ‘success bubble’. If you have good news, ring the bell.
There are countless ideas to come up with that continuously create a cycle of positive collective energy and stimulate pride and enthusiasm. And you can continuously measure this enthusiasm with an employee satisfaction survey in which you ask for the eNPS (Employee Net Promoter Score). In other words, to what extent your employees would recommend your organization to others. This gives a good idea of how enthusiastic your employees are and whether there is an upward trend.
Enthusiastic employees = better service = more happy customers
Start with the strength of your employees, what are their talents, what makes them enthusiastic and how can they make a positive contribution to the corporate culture. It is generally known that an increase in employee enthusiasm results in lower absenteeism, lower turnover, and an increase in productivity. Make sure that the most enthusiastic employees enthuse other colleagues. That alone gives a positive energy to the organization. And that energy has an impact on your service and your customers. That has a strengthening effect because more happy employees = better service = more happy customers. No form of marketing or advertising can compete with that!