This blog is part of a series that explores the results of a recent Hatch survey with a goal of gaining deeper insight into how people view the impact of employee inclusion on a business, its customers, and its employees. The full report, The Inclusive Change Index 2023, is available on request using the link below:
https://www.hatchtransforms.com/blog/inclusive-change-index-2023
Delivering an exceptional customer experience is a key differentiator in the modern business landscape. While many factors contribute to customer satisfaction, one often overlooked aspect is the role of inclusion in bringing the voice of your employees in decisions that affect clients and their experience.
In this blog, we will explore the ways in which employee inclusion directly impacts customer experience and why businesses should prioritise creating an inclusive environment.
Empowered employees, engaged customers
The Inclusive Change Index 2023 shows that when employees are given the opportunity to be involved in shaping the future of their business, they are more likely to be ambassadors for the company. Coupled with a deeper understanding of the customer needs, they are able to have more personalised and informed interactions leading to enhanced customer satisfaction.
Diversity of opinions drives customer-centricity
For any organisation, front-line employees have the most immediate understanding of their customers’ needs and expectations. By including these voices in business decisions, the customers voice can be heard, leading to a more client centric organisation.
Collaboration and problem-solving
When employees are included in the decision-making processes, they become active contributors to problem-solving and innovation. Inclusive environments foster collaboration, enabling employees to work together across departments and hierarchies to address customer pain points effectively.
Building trust and loyalty
Customers are more likely to trust businesses that demonstrate inclusivity and equality in their practices. By involving employees in shaping the customer experience, organisations send a powerful message of transparency and fairness, fostering trust and building long-term customer loyalty.
Employee inclusion plays a crucial role in transforming the customer experience. By empowering employees, embracing diversity, and fostering collaboration, businesses can create a customer-centric culture that drives customer satisfaction, loyalty, and ultimately, business success.
If you’re interested in accessing the 2023Inclusive Change Index to gain more insights, you can do so by following the link below:
https://www.hatchtransforms.com/blog/inclusive-change-index-2023
