Looking for a customer-focused company? Try the lists of best places to work.
It’s no coincidence that companies that emphasize customer experience also treat their employees well. These companies care about people more than profits and show it in how they treat customers and employees. Every employee knows the value of the work they are doing for customers, which creates a culture of empowerment and value.
Every year, a number of groups release lists of the best places to work, including Glassdoor and Fortune. Here are 10 customer-focused companies that are also great places to work and how they prioritize customers and employees.
1 . Bain
Bain is consistently rated the top workplace by Glassdoor because of its culture of trust. At Bain, employees feel comfortable and encouraged to bring their whole selves to work, no matter their seniority or position. Bain wants its employees to thrive personally and professionally and does it with a robust mentoring program, flexible work schedules, international work exchanges and strong inclusion efforts. Because Bain employees are continually improving themselves, they can offer the best products and most up-to-date experience to customers. Bain regularly performs research to stay on top of customer trends and offer the best proactive solutions to help its clients meet their business goals. Bain employees are encouraged and empowered to work hard, which turns into great results for clients.
2 . Hilton
Hilton has earned the top spot on Fortune’s 100 Best Place To Work list for the last several years, largely due to its innovative workplace practices. Hilton is continually listening to employees and introducing programs and policies to meet their needs. Within the last few years, Hilton has improved its resources for veterans and working parents, expanded its parental leave policy and created dozens more development and advancement courses. Hilton’s innovative employee experience is echoed in its customer experience, which is delivered through technology like a system that remembers each guest’s preference for favorite TV channels, lights and temperature and automatically adjusts the room when they check in. Because each Hilton employee is valued and treated like an individual, they can extend that service to each customer.
3 . In-N-Out Burger
The popular burger chain cares about its employees with strong benefits and pay and a culture that celebrates its workers. Even part-time employees receive paid vacations and flexible schedules. The family-owned company treats its employees like family and was ranked number 3 on Glassdoor’s Best Place to Work list. That spirit of celebration translates to a customer experience that focuses on personalized service. When employees are treated like family, they want to treat customers like family. In-N-Out’s relatively simple menu means the company can focus on quality over quantity by using only fresh ingredients. Add in a sense of exclusivity and a secret menu, and the restaurant has one of the most loyal customer bases in the industry.
4 . HubSpot
All of HubSpot’s decisions are made with people in mind. It was named the best company for employee happiness because of its focus on developing employees personally and professionally with comprehensive benefits packages and flexible schedules. Employees also receive unlimited vacation and a four-week paid sabbatical after five years with the company. From thoughtful programs to WFH reimbursement and career development, HubSpot puts employees first. HubSpot delivers a strong customer experience by following a series of Customer Codes. Employees are encouraged to build real relationships with customers and are given the resources to make it happen. The general attitude of HubSpot employees is to make their customers successful, and it shows in their happiness and actions.
5 . Workday
Workday expects the best from its employees, but it also helps make them their best. With a variety of leadership training and professional development paths, Workday cares about the progress of each employee. Workday embraces diversity and fosters a collaborative culture that celebrates the individual and encourages innovation. That focus on personalization carries through to its customers. Workday boasts a staggering 97% customer satisfaction rate due to its proactive and personalized service. Each B2B client is assigned a customer success manager to act as their liaison to the company. Instead of having to blindly call customer service for help, customers have a single person who knows their needs and can provide support. Workday prioritizes digital solutions to give its customers the best systems for their businesses.
6 . Delta Airlines
Delta ranked number 7 on Glassdoor’s Best Places to Work list because it offers great employee benefits, including industry-leading salaries and tuition assistance. Delta employees and their families can also fly around the world for free and have a large amount of vacation time. The company celebrates diversity and innovation by using new technology, including an AI-powered talent management system. Employees love the company and are excited to come to work every day, which creates a great customer experience that is regularly recognized throughout the travel industry. From booking a flight to stepping off the plane, Delta makes every step as simple and personalized as possible. Delta is continually improving, including its recent in-flight experience boost with free Wi-Fi and meals, free entertainment, free messaging and more.
7 . Lululemon
Lululemon scores high with employees and is a great place to work because of its feedback programs. The company is constantly asking for feedback from employees and actually implements their ideas to create a more inclusive and productive workforce. The goal of lululemon is to create transformative experiences for people to live happy, healthy and fun lives. That’s true for employees and customers. Employees are encouraged to follow healthy lifestyles and have access to a supportive wellness program. Lululemon uses its customer experience to build relationships and wellness. The brand is known for its high-quality items, but also for its experiences. Many stores feature fitness centers and community classes, and employees are knowledgeable to help customers find the right items for their needs.
8 . Microsoft
The software giant is a regular on Glassdoor’s Best Places to Work list because of its culture of teamwork and flexibility. Employees are given the policies and procedures to do their jobs the best they can—from paying for schooling and development to a flexible dress code and on-site amenities. Microsoft encourages teamwork but also expects the best from its employees and challenges them to improve and think differently. Microsoft uses its innovative culture to best help its customers by staying ahead of technology and digital trends. With its B2B clients, Microsoft takes proactive measures to offer products customers will need in the future, not just what they need right now. That innovative approach helps customers stay ahead of the competition and prepare for the future.
9 . Cisco
Employees at Cisco are excited to come to work and almost unanimously say the environment is welcoming and inclusive, regardless of their background or demographics. Employees are encouraged to innovate and test new ideas, many of which have been implemented on a large scale throughout the company. The company aims to be transparent with its employees with frequent updates and opportunities for feedback. Everything at Cisco is connected, from its employees to its data, which provides a seamless internal experience focused on teamwork. Cisco’s internal connectivity comes through in its external customer experience as it uses leading technology to provide connected solutions for its B2B clients. By relying on data and innovation, Cisco helps its customers succeed in a convenient and seamless way.
10 . American Express
Employees are proud to work for American Express because of its values and the good it does in the world. As a regular member of best places to work lists, 96% of American Express employees say it is a great place to work, compared to 59% at a typical company. American Express encourages all employees to become leaders, has a strong benefits package and runs numerous employee networks for employees to connect with people like them. American Express believes the best way to back its customers is to back its people, and it’s true—a strong employee experience translates to strong customer satisfaction and loyalty. Employees are trained to build bonds with customers, and the company emphasizes relationships and convenience. American Express is continually innovating to provide the best financial products that customers actually need.
Investing in employee experience does more than just create happy employees—it also leads to a boost in customer experience. When companies create environments that empower and celebrate employees and where people are excited to work, it improves every aspect of the customer experience.
Blake Morgan is a customer experience futurist, keynote speaker and the author of the bestselling book The Customer Of The Future. Sign up for her weekly newsletter here.
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February 22, 2021 at 05:30PM
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10 Customer-Focused Companies That Are Great Places To Work - Forbes
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