This dealer first focused on creating an experience-based roadmap of actionable opportunity by promoting organizational buy-in, defining objectives, and establishing well-defined future processes.
Once established, collecting employee feedback and measuring employee engagement was much more straightforward, and allowed the organization to more easily identify areas of opportunity, adapt processes in need of improvement and analyze the impact on employees in real-time when introducing new initiatives.
The bottom line is that this dealer understood that engagement is not just a human resources task but is ingrained as part of the company culture. When an employee is inspired and engaged, it becomes easier to instill core dealership values and help them understand exactly how their contributions impact customer experiences.
Farm Equipment’s 2017 Brand Loyalty Study reveals that, while the foundation of customer loyalty begins with a good product, loyalty is strengthened and solidified by strong post-sale parts and service support. According to the study, 41% of respondents mentioned that a customer not being prioritized by the previous dealership was a key factor for their switch to another dealer. With roughly 7 out of 10 employees claiming they would work harder if they felt their efforts were recognized (LinkedIn), it becomes a priority to create a dealership culture that embodies the importance of exceptional customer experiences and builds an employee engagement program that fosters this type of attitude.
For dealers, the key to evolving and impacting dealership growth is continuing to grow engagement year after year through flexible ongoing processes that define future expectations. By fostering an employee-forward culture and continuing to drive improvements based on the voice of your employees, you’ll be better equipped to build employee empathy, loyalty, and trust that translates into more impactful employee performance and more satisfied customers.