Are Your Employees Revolting?


Engage your staff to stop the brain drain

Australian business leaders have been warned they must embrace employee feedback if they want to improve their bottom line.

The Customer 360 Forum this week (WEDNESDAY, 26 OCT) has been told disaffected staff members are having a negative impact on the customer experience.

Confirmit Customer Experience Management Director Phil Durand told the conference of some of Australia’s most influential business leaders that incorporating a Voice of the Employee (VoE) program was now critical to the ongoing evolution of Voice of the Customer (VoC) solutions.

A recent Gallup study found a worldwide employee engagement crisis is having serious and potentially lasting repercussions for the global economy.

Mr Durand said compared to the worldwide figure of just 13 per cent of employees feeling engaged, Australia was slightly better on 24 per cent.

“But that still leaves 60 per cent of employees in Australia feeling uninvolved and a worrying 16 per cent actively disengaged,” Mr Durand said.

“Imagine the impact on your business if those numbers were turned around – lower staff turnover, reduced recruitment costs, improved efficiencies and, let’s be frank, happier customers.”

Claire Sporton, Confirmit’s Vice President of Customer Experience Management, has just wrapped up a series of meetings with CX and marketing executives throughout Australia.

“A big issue for many organizations I spoke to was finding a way to stop insights and feedback from becoming locked within department silos,” Ms Sporton said.

“Without processes to integrate customer and employee feedback and to coordinate appropriate responses across the organization, conflicting priorities are being delivered.

“These executives recognize the importance of building a framework for their insights and research that enables them to bring these together.”