Employee experience (EX)

Make your customers and employees happy

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Services in numbers
93%

Of add-on sales performance less if employees are not satisfied

74%

Of additional sales growth observed after CX improvement

82%

Of our clients mentioned high employees outflow

It takes 12 positive customer experiences to make up for one negative experience.

33% of consumers would recommend a brand that provides a quick but ineffective response.

70% of buying experiences are based on how the customer feels they are being treated.

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Sample of Customer Experience program and analytical report.

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How it works?
  • Share your request
  • We segment your employees
  • We mark main touchpoints
  • We correlate emotions with add-on sales
  • You grow your add-on sales and make your employees happy
Our high quality standarts
  • Net happiness score measurement

  • verified
  • All mood pallet study

  • verified
  • NPS and NHS correlation

  • verified
  • Big data forecasts

They have already improved their performance
unicredit - Customers & employees CX
UniCreditBank

“It’s worth noting the following advantages of working with 4Service Group: – User friendliness of “Shopmetrics” platform. – A large base of mystery shoppers, thus facilitating “rotation” standards. – Flexibility and high-professionalism of the project team. As a result of our experience, UniCreditBank would like to fully recommend 4Service Group as a reliable and competent Mystery Shopping provider.”

karcher - Customers & employees CX
Karcher

“We started out with an open audit concept. But this concept did not reflect our real goals. In other words, the customer’s point of view was missing from the equation. And then we decided, after receiving the first results from our Russian colleagues, to start afresh with mystery shopping as a new tool to improve our sales performance.”

jysk - Customers & employees CX
Jysk

“The polls are carried out with a certain frequency in order to keep track in time; the procedure has been done for decades. We conduct them once in half a year, measure brand knowledge, brand attitude, consumer perception of price level, quality level compared to specific competitors as well as how our consumers perceive the level of service in the store, that is, we evaluate all the factors. ”

bbb - Customers & employees CX
Better Business

“Quick and efficient fieldwork. Prompt responses and updates from the primary contact.”

ipsos - Customers & employees CX
Ipsos-Comcon

“When there are requests for mystery shoppers we consider Scheduling Worldwide in the first place. ”

socar - Customers & employees CX
Socar

“Socar highly recommends 4Service as a reliable partner. They conduct high quality quantitative and qualitative studies and provide invaluable guidance on how to move forward.”

nivea - Customers & employees CX
Nivea

“A large base of mystery shoppers allows evaluating the quality of service with the coverage of the whole country. Comfortable functionality of the report-system allows producing the statistic data in the frame of each store and consultant, in addition to the questionnaire components. Such a method of data flow allows to rapidly monitor the level of service, as well as to provide prompt feedback to our employees. All of the above help us to greatly increase the level of professionalism.”

The most progressive companies realised that personnel engagement and motivation ultimately affects customer experience. It is extremely important focusing on employee experience journey aspects, not less than on making profit, selling quality goods, providing good customer service. Successful business owners make efforts to create friendly environment for their staff in a company, and to reach only positive impressions of worker’s interaction with employer.

Employee Experience Definition: New Term of Marketing and HR

Employee work experience is personnel impression on company’s role of worker’ life.

Employee experience research has proved that work environment, business processes, and psychological climate significantly affects whether a worker will be able to fully approve himself at the workplace and, therefore, what business results he will perform. Interested business owners should be aware that not only internal motivation, but also working environment influence whether a worker develops, sets new goals, and can realize his talents and fulfill his potential in the best way.

Trends Of Employee Journey Mapping

Effective employee experience management is aimed at providing good professional practice for personnel, which then results positive customer experience.

For measuring employee experience, experts advise using employee onboarding journey map. This is a tool that helps investigating employee experience ex and the points of their interaction with the company. It is studied to find bottlenecks in processes of hiring, adapting and growing staff members, and improve them.

The stages of such map include “I will learn about the company”, “I have an interview in the company”, “I will adapt”, “I work”, “My career changes”, “I quit”, and “My life outside the company”.

Employee experience survey has shown, that creating a map can result:

  • reducing turnover of workers;

  • reducing the term of closing a vacancy;

  • increasing personnel reserve;

  • increasing worker’s position occupancy period.

Ways to Improve Employee Experience

Marketing experts have proved that workers journey influences company’s success. Creating a favorable experience for workers is priority task for HR specialists. If within the organization difficulties and internal communication problems arise between staff members and managers, this will necessitate work efficiency decrease.

Agencies specialised at employee experience consulting advise using a tool of introducing an understandable and intuitive personnel management system, that will allow a worker to track his path in a company, feel his involvement in an organized and attentive corporation, receive quick answers to his wishes, learn new skills and plan his professional development.

Recommendations for communication with customers often come down to the fact that you need to respond quickly, be attentive to each request and be sure to offer a solution.

Conclusion

Experience of successful enterprises proves that there are no minor details in team-work. Even size of the table, noise level, scene from the window greatly affect the effectiveness of workers. And job applicants or former staff member who were offended by the company, are important figures in building Company's brand.

With the aim of obtaining positive employee experience companies should remember that struggle for the most talented and strongly potential professionals endures these days. And business’s future success depends on them. Just be aware that a worker of any position has his own needs that he came to realize, including in your company.

Staff relations should involve the activity for improving both working conditions and personnel productivity, increasing their involvement, loyalty and other vibe things.

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6 Things You Didn’t Know About Your Employees

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