Dive Brief:
- Engaging employees one key way to ensure customer experience success, according to a recent survey of 300 human resource professionals at North American companies with at least 1,000 employees.
- The survey, from the Temkin Group, a market research and consulting firm that helps organizations improve their customer experience (CX), found that 80% of those HR pros surveyed reported that employee engagement is an important area of focus for their organization, a significant increase from 75% in 2012.
- The survey also found that HR organizations that significantly help their organizations become more customer-centric have more than doubled in the past four years (15% in 2012 to 31% in 2016).
Dive Insight:
The obvious takeaway from Temkin Group's "Benchmarking HR's Support of CX and Employee Engagement" report is HR can and should have a true impact on business results.
Employers with significantly above average customer experience for their industry have HR professionals that more frequently collaborate with their CX peers. For instance, CX leaders are almost twice as likely as other firms to share responsibility with CX groups for developing employee awards to support good customer-centric behaviors.
Bruce Temkin, managing partner of Temkin Group, said employee engagement is clearly critical for creating a good customer experience, and it requires active HR involvement.