Ultimate Software's Blog https://blog.ultimatesoftware.com Thoughts on Putting People First in the Workplace Thu, 28 Jun 2018 12:28:37 +0000 en-US hourly 1 https://wordpress.org/?v=4.9.7 Does Employee Engagement Equal Customer Satisfaction? https://blog.ultimatesoftware.com/does-employee-engagement-equal-customer-satisfaction/ https://blog.ultimatesoftware.com/does-employee-engagement-equal-customer-satisfaction/#comments Fri, 08 Dec 2017 11:00:26 +0000 https://blog.ultimatesoftware.com/?p=1164 “The true measure of a company is how they treat their lowest-paid employee.” At Ultimate Software, these words—immortalized by CEO Scott Scherr—are quoted and framed above the entryway in our South Florida headquarters. They serve as a reminder, for everyone from the C-suite to our newest hires, that “People First” is more than our motto. […]

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does employee engagement equal customer satisfaction“The true measure of a company is how they treat their lowest-paid employee.”

At Ultimate Software, these words—immortalized by CEO Scott Scherr—are quoted and framed above the entryway in our South Florida headquarters. They serve as a reminder, for everyone from the C-suite to our newest hires, that “People First” is more than our motto. It’s our lifeline.

With the help of Vivian Maza, Ultimate’s much-loved Chief People Officer, Scott built the company’s culture to put employees first, always. Scott often reiterates his conviction that, when you put your people first, they will take great care of your customers. And when you take care of your customers, they’ll take care of your bottom line.

It’s simple, it’s powerful, and it’s true.

By keeping our culture strong and placing people at the heart of all we do, we’ve received numerous Great Place to Work® recognitions over the years and enjoy an incredible 97% employee retention rate. Walk through our hallways and you’ll see smiling faces, homemade treats in the break rooms, and, more often than not, donation boxes filled with items for those in need. When “People First” is passed down from the top, it resonates with everyone.

The impact is significant.

High employee satisfaction and engagement are associated with lower turnover, improved productivity, increased sales, and better shareholder returns. Countless studies have also confirmed what Scott has believed from day one: employee engagement and customer satisfaction are directly correlated. Time and again, when organizations prioritize their people, their customers benefit in turn—so, too, do their profits.

In fact, one study calculated the relationship between employee engagement and customer satisfaction as r=.43, which is comparable to the relationship between sleeping pills and insomnia improvement (r=.3). Organizations reporting high engagement scores enjoy two times more customer loyalty than their counterparts with average engagement scores, and teams classified with higher levels of engagement increased their net promoter scores (NPS) by 27%.

It’s clear that customer satisfaction is also directly tied to profit. In 2012, Alex Edmans analyzed 28 years’ worth of stock market statistics and found that organizations that invested in employee satisfaction yielded up to 3.8% higher annual returns than their competitors. These findings are consistent with meta-analyses from Gallup, Washington State University, Bain & Company, and many others.

At Ultimate, we credit our “People First” culture with our industry-leading 95% customer satisfaction rate, rapid growth, and technological innovation. Twenty-seven years later, Scott’s advice continues to ring true: What’s good for your people is good for your customers and good for your organization.

So, does employee engagement equal customer satisfaction? Yes—and so much more. Leaders should take care to ensure they’re doing everything possible to keep their employees engaged and optimistic.

Care for your people, and they’ll care for you.

Sources:
http://news.gallup.com/businessjournal/163130/employee-engagement-drives-growth.aspx
http://www.sciencedirect.com/science/article/pii/S0278431908000790
http://www.bain.com/publications/articles/the-chemistry-of-enthusiasm.aspx

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Service: It’s More Important Than You Think https://blog.ultimatesoftware.com/service-importance/ https://blog.ultimatesoftware.com/service-importance/#comments Thu, 26 Jan 2017 09:28:21 +0000 https://blog.ultimatesoftware.com/?p=855 As Ultimate Software’s Chief Services Officer, my views on the importance of service might seem slightly biased. In an industry as innovative and fast-paced as HCM technology, there’s a tendency to focus on the newest pioneering solutions—and these powerful advances are certainly game-changing. But Ultimate has always been committed to providing world-class service to our […]

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As Ultimate Software’s Chief Services Officer, my views on the importance of service might seem slightly biased. In an industry as innovative and fast-paced as HCM technology, there’s a tendency to focus on the newest pioneering solutions—and these powerful advances are certainly game-changing. But Ultimate has always been committed to providing world-class service to our customers, and more than 80 percent of our employees are staffed in customer service and product development roles. We always knew this dedication to service was an incredible differentiator in the HCM sphere.

And many others agree.

A November 2016 survey by Kelton Global revealed that a staggering 7 out of 10 HR decision makers regretted their HCM provider choice. The #1 reason they cited? Poor customer service. Moreover, 3 out of 4 buyers reported having issues with their current providers’ service, and 71 percent said they wished they had spent more time researching their HCM providers’ service (compared with just 43 percent who wished they’d further researched solution functionality). In the end, 62 percent of HR solution buyers concluded that customer service is as important as or more important than product functionality.

That is a substantial amount of regret. It seems far too many HR leaders have underestimated the importance of service.

At Ultimate, we’ve never wavered on our commitment to customers. Our 95 percent customer satisfaction rate is a striking difference from the statistics above—and it all comes down to Ultimate’s focus on the second “s” in SaaS.

service dartWe offer 24-7 phone support and an innovative collaborative support service model that’s been proven to decrease customer resolution time by 60 percent. We also assign every customer a dedicated account manager, who walks them through every step. Self-service help is also available online for those who prefer to find answers on their own. Perhaps most notably, we provide each and every customer with free training—for life.

Not only do we provide personalized service and support, but we also listen closely to our customers and address their unique business needs. We implemented more than 30 new features in UltiPro this year, and that included more than 80 customer ideas.

I certainly don’t want to discount the importance of technology here, as unbelievable advances in the field (prescriptive analytics, for example) continue to assist HR professionals in ways previously unimaginable. But, as too many decision makers have unfortunately learned the hard way, it’s crucial to prioritize both service and technology when evaluating HCM providers.

In fact, it’s probably more important than you think.

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12 Days of HCM – #7 Customer Service https://blog.ultimatesoftware.com/12-days-of-hcm-customer-service/ https://blog.ultimatesoftware.com/12-days-of-hcm-customer-service/#respond Sun, 13 Dec 2015 12:20:30 +0000 https://blog.ultimatesoftware.com/?p=413 The Importance of Partnerships With so much emphasis placed on the quality of HCM providers’ products—and for good reason—it’s easy to overlook the importance of quality service. But service remains a critical component of long-term success with HCM technology. Ultimate Software takes great pride in providing industry-leading technology and service. To us, service goes beyond […]

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The Importance of Partnerships
With so much emphasis placed on the quality of HCM providers’ products—and for good reason—it’s easy to overlook the importance of quality service. But service remains a critical component of long-term success with HCM technology.

Ultimate Software takes great pride in providing industry-leading technology and service. To us, service goes beyond being available 24-7 to answer a question or resolve an issue.

It’s about being a trusted resource, providing guidance and proactive support.

It’s about collaboration: talking to each other, learning from each other, and helping each other grow.

It’s about building lifelong partnerships, and working together every step of the way.

For Ultimate and our partners, it’s been that way for 25 years—and it’ll remain that way forever.

 Ultimate Software’s commitment to providing the HCM industry’s best technology and service resonates with our customers, who we view as Partners for Life.


Ultimate Software’s commitment to providing the HCM industry’s best technology and service resonates with our customers, who we view as Partners for Life.

 

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To follow our 12 Days of HCM series on social media, use the hashtag #12DaysofHCM.

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