Most people believe — and research backs them up — that great customer experience drives revenue growth. But who claims credit for these successes? Marketing departments will point to advertising campaigns and brand awareness efforts that coincide with above-normal sales growth. Product teams can quantify the impact of specific features on customer satisfaction or increased revenue. Sales teams of course view themselves as the go-to group for bringing revenue in the door. But what about Human Resource departments?
Research: How Employee Experience Impacts Your Bottom Line
An examination of several years of employee and financial data from a global retailer found a substantial impact.
March 22, 2022
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Summary.
Executives might be more accustomed to seeing business cases and ROI calculations from marketing and sales teams, but they should start empowering talent departments to make their own case. Why? Because customer-facing employees and revenue are strongly linked, the authors find. In their research, stores whose customer-facing employee base was more tenured, had more experience in prior rotations, was higher skilled, and was more skewed towards full time, generated a 50% increase in revenue.