{"id":208,"date":"2020-07-20T07:03:11","date_gmt":"2020-07-20T07:03:11","guid":{"rendered":"https:\/\/blog.retailviva.com\/?p=208"},"modified":"2024-05-28T08:32:11","modified_gmt":"2024-05-28T08:32:11","slug":"do-engaged-employees-matter-for-excellent-customer-experience","status":"publish","type":"post","link":"https:\/\/retailviva.com\/blog\/do-engaged-employees-matter-for-excellent-customer-experience\/","title":{"rendered":"Do engaged employees\u2019 matter for excellent customer experience?"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div>\n<p>3 Min Read<\/p>\n\n\n\n<p>Engaged employees are those who emotionally connect to their work and performance goals. They perform beyond their call of duty to enhance their employer reputation and derive satisfaction. Engaged employees display a positive attitude towards work and always strive to provide the best in their delivery of work<\/p>\n\n\n\n<p>Gartner defines customer experience as \u201cthe customer\u2019s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier\u2019s employees, systems, channels or products.\u201d Forrester Research defines customer experience as: \u201cHow customers perceive their interactions with your company.\u201d Primarily, in a nutshell, customer experience refers to gatherings from interaction and consequent perception formed in the minds of customers. Customers form an opinion about the Brand in isolation and also compare it with the competition. If their view is superior to the one they have on competition, the positive experience gets established in the minds of the customer.<\/p>\n\n\n\n<p>Let us, for a moment, think which channels are responsible for creating a better or bitter experience in the customer\u2019s mind? It must be either digital or physical interactions or a combination of both. Whichever be the channel, it is the human mind that is behind the creation of both. In physical, human plays a predominant role in creating a pleasant experience. In digital, human indirectly plays the role of designing it for an enjoyable experience. When an employee is fully engaged and motivated to perform beyond his normally expected lines, she\/he strives to create a good experience for the customer. The moot point to understand is how employee engagement drives creating an excellent customer experience<\/p>\n\n\n\n<p>To have engaged employees, Retailers must have a robust Human Capital Management system, that is not only transparent but also fosters an open culture of exchange. In designing Retail ViVA, we kept these critical criteria in mind and integrated several tools that will foster collaboration, open communication, peer learning and trust creation. The modules and tool also indirectly bestow corporate cultural impartation.<\/p>\n\n\n\n<p>Retailers need to create an environment that kindles employee engagement proactively. Driving engaged employees to pursue the mission of excellent customer experience becomes a simple self-derivative in the minds of every employee. Customers then start sensing a good feel at every touchpoint and start gaining positive experience. In conclusion, if a Retailer can create an atmosphere for employees to be engaged with the enterprise deeply, a sound foundation is laid for establishing excellent customer experience. I firmly believe that if we can take care of employee engagement first, they will, on their own, strive for creating an exceptional customer experience<\/p>\n\n\n\n<p>Written by<br>(Ragu)nathan Kannan<\/p>\n\n\n\n<p><a href=\"mailto:raguk@sathguru.com\">raguk@sathguru.com<\/a><\/p>\n<div class=\"rate_blog\"> Rate this Blog<\/div>\n<div class=\"pld-like-dislike-wrap pld-template-1\">\n    <div class=\"pld-like-wrap  pld-common-wrap\">\n    <a href=\"javascript:void(0)\" class=\"pld-like-trigger pld-like-dislike-trigger  \" title=\"\" data-post-id=\"208\" data-trigger-type=\"like\" data-restriction=\"ip\" data-already-liked=\"0\">\n                        <i class=\"fa fa-thumbs-up\"><\/i>\n                <\/a>\n    <span class=\"pld-like-count-wrap pld-count-wrap\">    <\/span>\n<\/div><div class=\"pld-dislike-wrap  pld-common-wrap\">\n    <a href=\"javascript:void(0)\" class=\"pld-dislike-trigger pld-like-dislike-trigger  \" title=\"\" data-post-id=\"208\" data-trigger-type=\"dislike\" data-restriction=\"ip\" data-already-liked=\"0\">\n                        <i class=\"fa fa-thumbs-down\"><\/i>\n                <\/a>\n    <span class=\"pld-dislike-count-wrap pld-count-wrap\"><\/span>\n<\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>3 Min Read Engaged employees are those who emotionally connect to their work and performance goals. They perform beyond their call of duty to enhance their employer reputation and derive satisfaction. Engaged employees display a positive attitude towards work and always strive to provide the best in their delivery of work Gartner defines customer experience [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":265,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2,31,30],"tags":[],"class_list":["post-208","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-customer-experience-and-engagement","category-retail-operations-and-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Do engaged employees\u2019 matter for excellent customer experience? - Retail ViVA - Blog<\/title>\n<meta name=\"description\" content=\"Retail ViVA\u2019s HCM enables employee engagement akin to matured Retail Management System and drives performance\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/retailviva.com\/blog\/do-engaged-employees-matter-for-excellent-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Do engaged employees\u2019 matter for excellent customer experience? - Retail ViVA - Blog\" \/>\n<meta property=\"og:description\" content=\"Retail ViVA\u2019s HCM enables employee engagement akin to matured Retail Management System and drives performance\" \/>\n<meta property=\"og:url\" content=\"https:\/\/retailviva.com\/blog\/do-engaged-employees-matter-for-excellent-customer-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"Retail ViVA - Blog\" \/>\n<meta property=\"article:published_time\" content=\"2020-07-20T07:03:11+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-05-28T08:32:11+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.retailviva.com\/wp-content\/uploads\/2021\/01\/Do-engaged-employees-matter-for-excellent-customer-experience-1-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"627\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Ragunathan Kannan\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@RetailViVA\" \/>\n<meta name=\"twitter:site\" content=\"@RetailViVA\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ragunathan Kannan\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/retailviva.com\/blog\/do-engaged-employees-matter-for-excellent-customer-experience\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/retailviva.com\/blog\/do-engaged-employees-matter-for-excellent-customer-experience\/\"},\"author\":{\"name\":\"Ragunathan Kannan\",\"@id\":\"https:\/\/retailviva.com\/blog\/#\/schema\/person\/eb72822f56d5fe996503e9e2454d6f2c\"},\"headline\":\"Do engaged employees\u2019 matter for excellent customer experience?\",\"datePublished\":\"2020-07-20T07:03:11+00:00\",\"dateModified\":\"2024-05-28T08:32:11+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/retailviva.com\/blog\/do-engaged-employees-matter-for-excellent-customer-experience\/\"},\"wordCount\":449,\"publisher\":{\"@id\":\"https:\/\/retailviva.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/retailviva.com\/blog\/do-engaged-employees-matter-for-excellent-customer-experience\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog.retailviva.com\/wp-content\/uploads\/2021\/01\/Do-engaged-employees-matter-for-excellent-customer-experience-1-1.jpg\",\"articleSection\":[\"blog\",\"Customer Experience and Engagement\",\"Retail Operations and Management\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/retailviva.com\/blog\/do-engaged-employees-matter-for-excellent-customer-experience\/\",\"url\":\"https:\/\/retailviva.com\/blog\/do-engaged-employees-matter-for-excellent-customer-experience\/\",\"name\":\"Do engaged employees\u2019 matter for excellent customer experience? - 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They perform beyond their call of duty to enhance their employer reputation and derive satisfaction. 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