Focus internally on employee retention and customer service
Retention begins internally with your employees. You want an enthusiastic workforce that will provide excellent customer experiences, generate new ideas and make operations more efficient. Dissatisfied employees, on the other hand, translate into lackluster interactions with customers. In fact, 68% of customers reported leaving a company because they were upset with the treatment they had received, according to the U.S. Small Business Administration and the U.S. Chamber of Commerce.
If you are concerned on unsure about the quality of customer service provided by your company's employees, you may want to consider surveying your customer base. Bain and Co. provided statistics in the Harvard Management Update that revealed that 80% of surveyed companies claimed they offered superior customer service, but only 8% of their customers agreed with them. Internal surveys can also be a great idea for human resource departments interested in convincing management that measures are needed to improve employee satisfaction. If you already have an employee engagement initiative or workplace wellness program, then consider tying in our incentives.
Travel incentives are especially adept at motivating employees, who return to work rejuvenated. According a Glassdoor Q1 2014 Employment Confidence Survey, 22% of employees reported receiving no vacation or paid time off, 15% of employees who receive paid time off took none of it, and on average, employees only took 51% of their available time off. If this is any indication, most employees could use a vacation - and will react positively to travel rewards.
While employee retention can have an indirect effect on customer service, we can also help you target customer service specifically. For example, you could reward employees who receive positive testimonials online with gift cards. On a larger scale, you could reward employees with high customer service marks in customer surveys with one of our cruise incentives.