Employer Employee Relationships
The data collected in our survey provides an overview of the Organization of aligning employee perceptions of customer orientation of the entrepreneur before and during the economic recession.
Main results
There were differences in employee perceptions of customer initiatives to your employer before and during the economic recession.
During the recession of the employees were more concerned about:
- Your organization's strategic approach to develop and maintain customer relationships
- Management ability to integrate operations initiatives of long-term customer
Employees reported their efforts to maintain relationships with customers on a daily basis was not affected by the slowdown and remained elevated.
The economic crisis caused concern among employees about the strategies of our clients an overview
Our study shows that the economic slowdown impact on the perception of employees of employers within the clients long initiatives. During the economic downturns, workers have less confidence in the adequacy of existing structures and strategies of customers' long term – concerns that were not evident before. The slowdown has seen many clients face is frozen and the pressure to get the most value for their purchases. Many organizations and employees that customer orientation had to be expelled from the top. The results in the table below suggest that employees were seeking strategies have been better aligned with long-term goals if the organization was to remain viable.
Interestingly, whatever the economic situation the results did not show a change in perceptions about the organizational culture of customer service.
Lesson 1
Overall, These results suggest that employees were comfortable with the organization's strategic approach to acquiring and maintaining customer relationships before hitting turbulence economic.
The lesson here is about convenience. As you emerge from a difficult economic environment to a situation where business confidence Lifting customer strategies can be examined, measured and revitalized. The staff may have lost confidence in the approaches that might have tired spiral effect throughout the organization.
Similarly, it may be time to redefine how the daily behavior of employees contributes to achieving the client strategy organization. This line of vision is essential for membership of the employees and the number of staff.
The question of the strategies employed Customer
The economic slowdown has affected the perceptions of employees around the extent to which the strategies of our customers are effectively integrated into the operations of the organization. During the recession, employees perceive their organization was less concerned with the following areas:
- Already customer initiatives to help the organization succeed
- benefits of products and services that are provided customers
Lesson 2
The lesson here is listening to customers, both in good economic conditions and ill. Having the "voice of customer", near the ear of management and employees can provide the information needed to "prove" initiatives client of the organization. This information can also act as a catalyst for change targeted if the data show the need for it.
Maintenance relationships with customers every day constant regardless of the slowdown
Surprisingly, employees of the efforts in maintaining relations with customers every day (ie, seek feedback from our customers improve service levels, taking into account the needs of customers in the decision making, as information and trying to improve standards of customer service) are not affected by the state of the economy.
Based on the results of the previous sections of this study, this result might suggest that employees recognize that if these elements are necessary and take into account the customer service "fundamentals" are not sufficient to ensure sustainability organization. Employees are looking for a clear strategic direction to manage their day to day customer service behaviors. Employees begin to see that the success of the organization will take more time to comply with their individual key performance indicators.
Lesson 3
Taken together, these results suggest that employees perceive maintaining high levels of customer service in their daily contacts, regardless of their economic situation.
The lesson here is clarity and consistency. Administration plays an important role in ensuring employees understand customer strategies and initiatives and how they help the body maintain health. Management must communicate these messages regularly and ensure that customer-related strategies are supported by organizational systems (eg structure and reward and recognition systems, etc.) This is essential for employees to feel supported in making emphasis on customer initiatives.
Conclusion
Being complacent about strategies for clients with good times is a risk. During the economic recession employees were concerned that the direction of their organization and strategies are not focused on customers and do not cut it. This suggests that many organizations have swept in time of economic prosperity without listening very closely to their customers.
Not surprisingly, employees see the maintenance of relationships with existing customers of great importance, regardless of the state of the economy. After all, the success of an organization depends on its customers. The slowdown economy has been a reality for many organizations. As we begin to recover, it is important that organizations regularly ask for feedback information and strategies from customers to ensure they are viable. Organizations are now more hungry for success. Annual Review and rehabilitation strategies are essential for the viability of the organization.
For more information on this study click here: http://www.insyncsurveys.com.au/Articles/#employee-survey-impact-of-GFC-on-employee-views
About Insync Surveys
Insync Surveys helps organisations improve their performance, customer relationships and the working lives of their employees. Insync Surveys is a leading Asia Pacific provider of benchmarked stakeholder surveys. We deliver customer, employee and board surveys.
Find more about Insync surveys here: http://www.insyncsurveys.com.au
EMPLOYER/EMPLOYEE RELATIONS IN A TIME OF CRISIS
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