Disney, Starbucks and Apple didn’t grow because they are customer focused, they grew because they are customer obsessed. If your employees aren’t obsessed with providing great customer experiences, your business won’t be either. Obsessive employee engagement is crucial to any business that wants fanatical customers.

Compensation certainly affects the customer experience your employees provide, but much of their motivation still comes from employee engagement and feeling the simple pride of a job well done. In fact, 77% of employees say they go out of their way to help customers have a good experience just because it is personally satisfying.

In the multinational study, Developing Customer-Obsessed Employees, Qualtrics surveyed over 3,000 employees to discover what motivates them to go the extra mile for customers.

Employee Engagement Key Findings

  • 75% of top-performing employees say they go out of their way to make sure customers have a good experience compared to 59% of all employees in general
  • 77% of employees say they go out of their way to help customers have a good experience because it is personally satisfying
  • Of employees who don’t go out of their way to make a good customer experience, the #1 reason is their compensation isn’t tied to customer experience.
  • 98% of employees care about the reviews they get from customers

Engaged employees who sincerely care about customer experience are the bond between your brand and your customers. As outlined in the report, employers should take great care to hire them, groom them and retain them.

View the full report.