From the inside out
Some of the most powerful brands are built from the inside out; your employees need to feel passionate about your brand in order to bring it to life where it matters most. According to our own research, organizations with engaged employees experience a lower turnover rate (-65%*), which means less investment required for recruiting, onboarding and training new employees. Not only do engaged employees perform better than their unengaged colleagues (by 21%) customer satisfaction goes up 10% with an engaged workforce – that's huge.
When service is everything
For many customer-facing industries, like the airline industry, an engaged workforce can make all the difference. Airlines are tasked with the great responsibility of safely transporting travelers across the globe, while keeping things easy and stress-free in the process. Low-cost European airline Ryanair hasn't always been known for its great customer service. As a response, the company introduced customer service transformation strategy 'Always Getting Better' in 2014. Now in its fourth year, the program has introduced various initiatives to win over customers including allocated seating, improved in-flight meals, extra carry-on luggage, and an intuitive booking app. In the first year, the company actually saw a 66% leap in profits (The Guardian).
Customer versus employee
While it's important to focus on the customer, there's also a responsibility to focus on the wellbeing of your employees. Recently, Ryanair's inability to deal with staff shortages lead to the cancellation of 2,1000 flights in September – the latest round of cancellations will affect 400,000 passengers traveling between November and March (New York Times). A quick search for 'what it's really like to work at Ryanair' on Google and you'll get a whole host of stories from former cabin crew members and pilots about low wages, pushy sales techniques, and even reports of having to pay for their own coffee and water on board.
When the employee comes first
It's not all doom and gloom in the airline industry. Dallas-based airline Southwest Airlines often tops the list of airlines with the best customer service in the US. It's known for its friendly (and often witty) flight attendants and top-notch customer service, both of which stem for its employee-first approach. "We believe that if we treat our employees right, they will treat our customers right, and in turn that results in increased business and profits that make everyone happy," the airline explains (Business Insider).
Feedback makes all the difference
Do you want to find out what your employees think and how they feel? We have developed a large array of surveys that give your employees a voice. Find out what's really happening at various levels of your organization, identify current weakness and develop plans for improvement with our Employee Survey or dive deep into a specific theme like engagement with our Theme Survey.
*The percentages are based on the biannual Effectory Global Employee Engageement index, results from research with 400,000 employees across 800 organizations, as well as diverse publications about enthusiasm in Scientometrics and the Journal of Applied Psychology.