Why Empowering Employees Matter

O63 Circle Thumbnail_The Power of Well Equipped Employees in Customer Success
Samantha Anderson
March 15,2024
5 minute read

The Power of Well-Equipped Employees in Customer Success

What does it take to make customer service interactions consistently positive? The answer is well-equipped employees. When employees have the proper training, tools, and support to do their jobs well, it comes across in every customer interaction. 


Knowledgeable employees have the confidence and capability to resolve issues. Appreciated employees are motivated to go the extra mile. Valued employees feel empowered to deliver 5-star service.


This blog post will explain the connection between happy employees and excellent service. We’ll uncover some of the benefits of having satisfied customers and how to equip your employees with the tools and training they need to thrive.


Happy Employees, Happy Customers


Alt Image Text_ The Power of Well-Equipped Employees in Customer Success, Happy Employees, Happy Customers


Providing excellent customer service is crucial for any business wanting to retain and grow customers. While many companies focus heavily on the customer experience, they overlook how employee satisfaction significantly impacts service quality. 


Almost 40% of service leaders view employee satisfaction as an expense rather than a growth driver. However, the data shows that maintaining a happy, engaged workforce may be the secret to delivering top-notch customer service.


The Relationship Between Employee Happiness and Productivity

Research conducted in a call center environment found a strong link between employee happiness and productivity. The results showed that happy employees were 13% more productive than unhappy employees.


These results indicate that employee satisfaction affects productivity and performance. Workers who feel engaged and fulfilled are more motivated to exert effort and do their best work. 


Other research supports this data:

  • If employees are happy, the company can do 20% better than its competitors.
  • Companies where people enjoy their jobs see 31% more work getting done and 37% more sales happening.
  • When employees are satisfied with their jobs, there's a 27% less chance of them missing work.

Employees who are happier at work get more done in less time. They handle customers faster while keeping them satisfied. It’s excellent news for the company! It means they save money, make money, and build customer loyalty.


Equipping Customer Service Teams for Success

Properly preparing your customer service team leads to more satisfied customers and faster resolution of issues. The payoff is well worth the investment.


To create happy, high-performing customer service teams:


1. Invest in Training for Staff’s Success

Providing comprehensive training for new customer service hires is crucial for building skills and confidence. Quality onboarding training covers company products and services, systems and tools, policies and procedures, and handling different customer issues. 


Ongoing training keeps employees up-to-date on new offerings, features, and processes. Sharp skills allow staff to resolve customer inquiries quickly and knowledgeably.


2. Provide the Best Tools and Technology

The best tools, software, and applications make it easier for reps to do their jobs well. Customer relationship management platforms track interactions and surface important customer information. 


Knowledge management tools allow easy access to resources and documentation for troubleshooting. Up-to-date computers and headsets enable quick access to systems and information. Proper technology removes friction and enables smooth workflows.


3. Give Workers a Voice

Alt Image Text_ The Power of Well-Equipped Employees in Customer Success, Give Workers a Voice


Employees want to feel heard by leadership. Keeping open lines of communication makes workers feel valued and builds team spirit.


Additionally, reps on the front lines talking to customers daily often have valuable insights. Having regular check-ins and reviews provides a chance to get feedback and foster a collaborative environment.


4. Recognize Employees to Boost Morale

Creating opportunities to highlight top performers and say thanks is powerful for engagement and motivation. Around 69% of employees are motivated to work harder when they feel their efforts are seen and appreciated.


Shout-outs in team meetings, gift cards for hitting goals, and awards programs — these simple acts reinforce excellent work and make employees feel appreciated. Recognizing stand-out service also shows what behaviors drive success.


5. Measure Service Metrics and Hold the Team Accountable

Connecting employee performance management to customer satisfaction metrics focuses the team. Consistently tracking stats like first call resolution, call handle time, wait times, and CSAT scores make results transparent. 


Review metrics in team meetings and tie them to individual development plans. Data insights paired with accountability drives improvement.


The Referral Power of Happy Customers

Positive word-of-mouth is extremely valuable for driving business growth. Referred leads are the highest-quality leads. They contribute up to $6 trillion in yearly consumer spending globally.


Word-of-Mouth Advertising

Satisfied customers organically share their positive experiences and recommend companies they love. This authentic word-of-mouth advertising comes across as more genuine than promotional marketing content.


92% of consumers trust recommendations from friends and family more than any form of advertising.


Another survey found that 55% of buyers discover products through word of mouth. Among them, 40% make purchases based on these recommendations, and 28% prefer word of mouth as their preferred method of discovery over other options.


Social Media and Review Websites as Platforms for Customer Sharing


Alt Image Text_ The Power of Well-Equipped Employees in Customer Success, Social Media and Review Websites as Platforms for Customer Sharing


Customers now have a megaphone via social media. They can share experiences on Twitter, leave detailed reviews on Yelp, post photos on Instagram, and more. 


Online platforms are a powerful tool! Over half of modern buyers share their purchases on social media. Monitoring brand mentions provides insight into customer sentiment. Responding quickly to complaints diffuses situations before they go viral.


With 88% of people trusting recommendations from others over branded content, harnessing happy customer advocates is vital for driving growth through referrals.


The Cost-Effectiveness of Customer Retention

Getting new customers costs a lot of money. You have to pay for advertising and promotions to get them in the door. Keeping customers around is way cheaper. That's why customer retention is so necessary.


When someone buys from you once, you hope they will come back again and again. This is called customer lifetime value. It refers to how much money you can make from one customer over the long-term business they do with you.


Loyal customers usually have higher lifetime values. 65% of a company's sales come from return or repeat customers. Acquiring new customers costs 5 to 7 times more than retaining existing ones.


Tapping into your current customer base for new product launches is also more cost-effective than finding new customers.


They’re 50% more likely than new customers to purchase a new product you offer. They also tend to spend 31% more on that new product. In contrast, new customers only have a 5-20% chance of buying a new product.


The Impact of Poor Customer Service on Customer Relationships

Poor customer service can severely damage customer relationships and loyalty. Many customers have stopped using a brand in the past year because of bad customer experiences.


It has a cascading impact beyond just the disappointed customer due to harmful brand sharing. Buyers with a negative experience will publicly post about it on social media or share a bad review.


Don't underestimate how much damage a single negative experience can inflict. A lack of complaints doesn’t mean a lack of dissatisfaction — most unhappy customers will quietly switch providers.


Only 1 in 26 unhappy customers will directly complain to the company. The vast majority will simply leave without saying anything.


Conversely, excellent service is an opportunity to create promoters and brand advocates. Delivering consistently stellar customer experiences is challenging but pays massive dividends for customer retention and new customer acquisition through referrals.


The Power of an Equipped Customer Service Team

Investing in hiring the right staff, training thoroughly, providing helpful tools, and showing appreciation enables any company to build an exceptional customer service team.


Empowered employees who feel valued are more engaged, productive, and willing to go the extra mile for customers. When you set your team up for success, they pay it back through enhanced service delivery, higher satisfaction scores, and improved retention.


While it requires upfront time and resources, constructing a well-equipped customer service machine has monumental returns in growth, referrals, loyalty, and profitability. When your employees and customers are happy, your business reaps the rewards.


Empower Customer Service Reps with HubSpot CRM

To equip your customer service and sales teams with an all-in-one platform for supporting customers seamlessly and closing more deals, consider HubSpot CRM.


Partnering with Origin 63 can help you implement HubSpot and fully leverage it through customized onboarding, training, and ongoing optimization. Invest in your employees to deliver 5-star customer experiences.


Contact Origin 63 today to discuss equipping your team for customer service excellence with HubSpot CRM!

Why go O63
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    We influence change and growth with HubSpot by sharing perspectives and creating strategies together.
  • Tailored solutions paired with a high-touch service model
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  • Core focus is 100% dedicated to professional HubSpot solutions
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