This month: The Link between Employee Engagement, Loyalty and Customer Experience

This month we have some exciting announcements to share with you! Firstly, we would like to welcome Elise Horent to the team, who has joined us as a Research Intern and co-author for our upcoming whitepaper, ‘Explaining Predictive Behavioural Analytics. We are thoroughly looking forward to working with Elise and publishing the whitepaper later this year.

Secondly, I was honoured to make the Top 50 Global Thought Leaders and Influencers list for Customer Experience 2022! I hope that this reflects my efforts to share my expert advice and opinions through interesting content. Congratulations to the other successful candidates who made it onto the list. 

In this month’s newsletter, we have a whole host of content to share on the latest updates in the customer experience sphere. We launched our latest blog on the consumer decision-making process, our takeaways from ‘The Big Handshake’ conference earlier this month and a webinar recording on ‘EmoLoyalty’... more on that to come. 

Employee Engagement, Loyalty and the link to Customer Experience

In October, I had the pleasure of participating in a panel discussion at The Big Handshake, an event organised by The Gift Club. The panellists and I spoke about how employee engagement and customer experience are both linked and why brands need to think about the two in tandem. 

The research is clear; customers and employees both want the same thing - in addition to being served professionally, they want to be heard, appreciated, and treated like human beings. Over the course of their relationship with an organisation, the 'Moments that Matter' makes a difference - the events and interactions that generate an emotional response, whether good or bad.

In researching what motivates employees, I paid particular attention to those who felt they were taken for granted; all the attention was on new joiners, the superstars, or the 'problem children. They were still loyal (turning up) but not really engaged and possibly on the cusp of 'quiet quitting'. Yet, organisations need those employees who quietly get on with the job without being 'coin-operated’ and the cost of replacing them can be high.

Don't just reward the 'star performers'

Here is what caught my interest when talking with The Gift Club; that gifts and rewards should not be reserved just for top performers or offered as 'swag' to new hires; they can play an essential role in re-engaging employees who may feel overlooked and neglected - by rewarding their loyalty and making them feel valued. Once engaged, you can then focus on improving the employee experience and all the long-term benefits that can bring.

Read the full blog here.

Consumer behaviours and motivations: a simple decision-making process

My next blog in the series on consumer behaviours and motivations is now available and dives into the simple decision-making process humans go through and how we process these factors.

Decision-making, and consumer behaviour is heavily driven by what consumers feel, as well as a multitude of other psychological and practical factors. If the other decision-making criteria are broadly similar between brands, how the consumer feels will be the deciding factor. Therefore, formulating methods to observe, measure and predict these predisposing factors will provide significant value to your brand in terms of revenue and competitive differentiation; it is for this reason that emotional intelligence, and especially cognitive empathy, within a business is so important: how can a brand meet a consumer’s emotional needs if it doesn’t know what they want, especially within ‘low touch’ channels like mobile or digital.

To find out more, read the full blog. 

The 'Emoloyalty' Webinar

Also this month, I joined a panel of experts on a webinar named ‘EmoLoyalty - that moment to reward for being in love with your brand’ to discuss the importance of emotion in building loyal customer relationships. It was a brilliant analysis of the psychology of Emotional Loyalty, where 69% of the audience ranked emotional connection in a loyalty transaction as high, while 31% ranked it the highest priority. If you’re new to this arena or are looking for some hard-hitting insights, then I suggets watching the recording below.

Watch the recording here.

About Anthrolytics

With empathy being the biggest driver of loyalty, companies must build empathetic relationships effectively and at scale. Unfortunately, it’s been near-impossible until now. Many organisations are still on a transformation journey and are moving their operating model to a digital platform. As more businesses double down on digital, they need to find a way of managing customer engagements authentically and with ‘empathy’.

Anthrolytics applies a unique way of analysing customer behaviour that combines the power of Data Science and Behavioural Science to predict what a customer will do next and why. This allows you to hyper-personalise experiences to individuals and cohorts that meet their wants and needs.

Subscribe for the latest insights into digital empathy, or get in touch to learn more.