The role of human resource professionals continues to expand beyond the realm of personnel administration and more toward overarching company goals, but the market research and consulting firm Temkin Group says there’s one area where HR efforts are falling short: enhancing the customer experience.
Temkin Group conducted research with more than 300 HR professionals from organizations with at least 1,000 workers and found that, while most understand the importance of engaging employees and creating a customer-centric culture, a mere 15% are significantly boosting those efforts. Most continue to focus on traditional HR functions such as hiring and recruiting.
Only 12% of companies evaluated by Temkin earned ratings of “good” or “very good” for HR support of customer experience efforts; 26% were rated “very poor” or “broken.”
“Employee engagement is critical for customer experience success,” says managing partner Bruce Temkin. “We're excited to be publishing this research which should appeal to both customer experience and human resources professionals. The results provide a compelling case for these two groups to work more closely together in the future.”
Indeed, according to the research Temkin released last week, 77% of firms rated as customer experience leaders had business results that moderately or significantly outperformed their competitors. Seventy-two percent of top-rated HR departments are considerably helping their companies become more customer-centric, according to Temkin, compared to 37% of other HR organizations.
Temkin says 57% of its customer experience leaders are incorporating the engagement policies into their training and employee onboarding.
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