Last week, Bluewolf’s leadership team asked us to reimagine our entire client engagement strategy in just three days. Thirty-five Bluewolf employees came together from various offices across the globe for our internal Summit — an intensive off-site aimed at strengthening our services and strategies. Not only did we create new strategies to improve how we serve our clients, but we experienced firsthand how customer engagement begins with employee engagement. Here is a breakdown of the top engagement strategies that shaped the content of the Summit and why they were so effective. 

Tapping Employees For Customer Insight

Your employees know your customers better than you do. They are the ones taking calls, pitching ideas, and creating solutions. They also have firsthand knowledge of how internal processes affect the customer experience. That’s why our leadership team turned to us for ideas to improve how we deliver value for our clients. If you want to really understand your customers’ wants and needs, involve your employees in the conversation. They have the know-how to help you create products and services that deliver a better customer experience.

Building A Team Of Advocates

Getting a team to adopt a new process or strategy is tough. Employee culture resists change—good, bad, and ugly—and overcoming that is essential for growth. Employees who help design changes become influential advocates for them among their peers. Their pride and excitement communicate directly to the culture and help it accept new ideas as positive, not toxic. Bluewolf now has 35 individuals who are invested in improving client engagement and will encourage global adoption as we roll out new programs in 2016. When designing change for your organization, involve a subset of employees from each office. Get their input at the outset or involve them in beta testing and implement their feedback in the final design. The more proponents you have at the start, the more successful your initiative is going to be. 

Employee Ownership Inspires Innovation

Too many companies have separate, hierarchical communication structures. At Bluewolf, we are encouraged to speak up, create, and share. These Summits empower us to own our growth and development, as individuals and as a company. This sense of ownership eliminates fear and communication barriers. Unlike businesses with rigid bureaucracy, we think beyond what is “allowed” to what is possible. Encourage your employees to share their ideas and create a culture that celebrates innovation in all forms and from all sources. Your employees are your most powerful agents of change—make sure to give them a voice.

Customer engagement begins with your employees. Trust their experience and expertise, invest in their ideas, and encourage their growth. Your teams will be stronger and will give your customers a superior experience.

Interested in learning more about engagement? Connect with our team of experts.