"Happy employees ensure happy customers. And happy customers ensure happy shareholders—in that order." - Simon Sinek
Every business has a competitor, big or small, that offers very similar products or services. How, then does a company set itself apart for its customers? Happy employees, happy customers. It seems simple, but not every business focuses the value.
Every business—big or small—has a competitor that offers similar products or services. How, then, does a company set itself apart for its customers? Happy employees, happy customers. It seems simple, but not every business focuses on the value.
It is common knowledge that happy customers are good for a business. An extraordinary customer experience is vital to its continued growth and at the end of the day, profitability. A positive customer experience promotes customer loyalty, customer retention, and encourages brand endorsement.
How, then, does a company provide this extraordinary customer experience? Recent studies have shown that happy employees lead to happy customers. Positivity is contagious; a positive attitude energizes you and those around you. It should not come as a surprise that many businesses focus on boosting employee satisfaction, as it leads to better customer experience.
According to Harvard Business Review, “There is a strong statistical link between employee well-being reported and customer satisfaction among a large sample of some of the largest companies today.”1 This opens up important questions: How do happy employees create happy customers? What exactly makes employees happy?
The happier an employee is towards their work, the more engaged, motivated, and better their performance is. This delivery of high-quality service combined with a positive attitude results in customer happiness and loyalty. Moreover, happy employees show increased productivity and fewer absences at work. Happier employees lead to a positive work culture that encourages healthy relationships among coworkers, improves an employee’s mental and physical well-being, and ultimately boosts a business' profitability.
The simple answer is—yes! Having happy employees will not just result in happy customers. In a survey done by Gallup, companies enjoy a higher 147% earnings per share versus their competitors, thanks to having happier employees.2 In addition, happy employees are more creative, stay longer, and provide better customer service.
In today’s fast-paced world, innovative thinking and creativity are critical skills for employees because they represent your business. This empowerment increases the confidence and positive reception of new challenges without the fear of making mistakes, reducing employee stress. Happy employees are able to grow within their company, which lessens the risk of attrition and the costs tied to it. An employee who is happy is also more motivated to serve their customers with enthusiasm. In return, customers are more willing to support the business in the future.
When engaging employees come to mind, some businesses might think of pizza parties, foosball tables, or casual Fridays. However, recent research by SurveyMonkey shows that “well-being matters more than fun.” Focusing on your employees’ well-being starts with prioritizing work-life balance, being transparent as a business, and creating career pathways.3 Reconsider your company’s next office gimmick—try prioritizing a more fruitful initiative, such as an employee wellness program. Here are a few other ways to encourage happiness:
40+ hours of work in a week adds up to roughly 40% of waking time spent at work, on the way to work, or getting ready for work. With almost half of an employee’s time already spent, overtime leads to burnout, especially among a business’s top performers. Companies can avoid this by offering employees additional vacation time, mental health days, and reduced hours when it makes sense for the business.
“You can’t handle the truth!” is a memorable line from the film A Few Good Men, and a majority of businesses seem to live and breathe by this quote. In reality, employees want to know what is happening in their workplaces. How will your happy employees make happy customers when the workforce is left in the dark? Establish clear and honest communications within the company. Disclose not only the wins but also the misses. As George Patton Jr. once said, “Never tell people how to do things. Tell them what to do, and they will surprise you with their ingenuity.”
Training and development of employees play a significant factor in their well-being; training opportunities and career mentoring help make an employee feel valued. Businesses must have regular career planning discussions with their employees. As part of training and development, make sure employees are always aware of the different types of career paths or job opportunities throughout the company. With the right coaching and guidance, your happy employees will lead to happy customers.
In conclusion, having happy customers is a worthwhile goal that leads to the long-term success of your business. Happy customers should not come at the loss of employee happiness, however. Both happy customers AND happy employees are two sides of the same coin; when a business focuses on employee happiness and well-being, its employees will care more about the business and its goals.
Happy employees lead to happy customers the same way a Ridiculously Good partnership leads to Ridiculously Good results. Finding a proven and equipped partner to help you deal with all the challenges of employee training, development, and retention is crucial if you plan to stay competitive.
And we’d be more than happy to help your organization succeed. Recognized by the Everest Group as the World’s Fastest Business Process (outsourcing) Service Provider, TaskUs is always ready and more than capable of providing effective talent management solutions. We have brought positive change within and outside our organization by delivering world-class solutions, increasing client satisfaction, and enhancing employee experiences for over a decade in the outsourcing industry.