4 steps for improving the customer experience through employee engagement in the automotive industry

What is employee engagement?

Employee engagement is the degree by which the employees of an organization feel passionate about their job, and are committed to achieve the common goals of their business. Employee engagement thus measures how the members of an organization feel toward the work they do, their teams, managers, tools and processes.

Why does employee engagement matter?

A report by Harvard Business Review shows that 71% of business executives rank employee engagement as very important to achieving overall organizational success. But why is it so?

The four steps to increase employee engagement

Increasing employee engagement doesn’t involve one simple solution. Instead, building a highly engaged workforce requires a holistic approach that is fueled by continuous improvement. The four keys to increase employee engagement are: 1) fostering an open communication culture, 2) collecting employee feedback regularly, 3) converting feedback into actionable insights, and 4) integrating employee experience and customer experience.

Step 1 — Foster an open communication culture

The first step to improve employee engagement is to foster an open communication culture. Employee communication is a critical tool to develop strong working relationships among employees. Creating a robust feedback culture involves making sure managers act as coaches, building strong communication habits, and inspiring employees to share their views and concerns.

Step 2 — Collect employee feedback regularly

Employee engagement surveys are a useful tool to measure the commitment, involvement and motivation of the employees of an organization. Such surveys are specifically designed to assess the extent to which the members of an organization are aligned with the strategic goals of the business and share its common goals.

  • Have you gained insights into the company’s goals and vision
  • Have you received a nice welcome from your closest colleagues?
  • What was the main reason that made you leave the company?
  • Considering your complete experience with our company, how likely would you be to recommend us to a friend or colleague?
  • Would you consider returning to the company?

Step 3 — Convert feedback into actionable insights

Once employee feedback has been collected, it is essential to share it and follow up on it.

Step 4 — Integrate employee experience and customer experience

As we’ve seen before, employee engagement is strongly associated with customer satisfaction. This is because engaged employees are passionate about their jobs and care about having satisfied customers. In turn, satisfied customers make employees more motivated and thus positively affect employee engagement.

What tools do you need to drive employee engagement?

At ag analytics, we have developed a comprehensive survey tool that collects actionable intelligence in relation to customer experience and employee experience. With over 10 years of experience in the industry, we have gathered real insights into the automotive industry, and have deep knowledge on how to integrate the customer and the employee experience.

Would you like to find out more on how we can help you drive employee engagement? Visit aganalytics.dk

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ag analytics

ag analytics

We are ag analytics. A hybrid tech analytics consultancy combining the best in strategic thinking, data science and preparatory technology. www.aganalytics.dk