Committed and customer-oriented employees are the basis for a good experience. But as you have read in the previous blog, finding and motivating employees is more difficult than ever. But how do you know that you are well on your way, how do you measure employee engagement? And how do you measure whether the culture of your company is customer-oriented? Three elements are important for this: intrinsic motivation, corporate culture and structural feedback.

Measuring intrinsic motivation

Intrinsic motivation can be measured by asking your employees whether they are getting energy from their work, the 'Employee energy pulse'. No heavy, annual engagement survey with 80 questions, but a short questionnaire that can be filled out on a regular basis. Energy is a recognizable and measurable concept that people understand. It is clear that if we feel 'drained' after a long day of work, this is not a good thing. On the other hand, if we love our work and we feel energized at the end of the day, this is a great feeling!

Measuring a customer-oriented culture

Where you use the Employee energy pulse to ask employees how they feel, you can use the 'CX Culture Scan' to ask their opinion about the culture of the organization. When we look at the global leaders in the field of customer experience, organizations that distinguish themselves from the competition by offering an optimal customer experience, it quickly becomes clear that the agreement of these companies can be found in cultural aspects.

These companies are often 'flat' in the sense that employees do not experience much hierarchy. There is a strong focus on personal relationships and celebrating success. More often than not, employees have a lot of freedom when it comes to making customers happy.

The 'CX Culture Scan' is based on a number of 'grouped' statements. Each statement describes a certain aspect of the corporate culture. By asking your employees to what extent they agree with these statements, as an organization you get an idea of how far away you are from the 'ideal CX culture'.

Structural feedback

Go beyond the annual and traditional performance appraisals, but let employees give each other feedback. This information is much more valuable. People like to give and receive feedback, as long as this happens in a positive and constructive way. Positive feedback is a very strong motivator and it helps people to gain more confidence and grow in their work.

With a 360 degree feedback solution, employees can manage the feedback themselves, but within the guidelines defined by the HR department. Employees can select who they want to receive feedback from and at what time. All information is centrally stored and monitored. Results are never shared with others, unless the rules are defined and agreed in advance.

Positive psychology

CYS' unique Voice of Employee program is based on worldwide best practices and scientific research in the field of positive psychology and its influence on the work ethic of your employees and the organizational culture. 

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