Companies with Employees of Highest Emotional Intelligence: Insights from CEO Bob Collymore of Safaricom

Understanding the impact of emotional intelligence (EQ) within the workplace can provide invaluable insights into company culture, customer satisfaction, and overall performance. A prime example is Safaricom, a telecommunications company operating in Kenya, where CEO Bob Collymore has highlighted the critical role of EQ in driving success.

High Emotional Intelligence and Business Success

As a leading telecommunications company in Kenya, Safaricom's success can be traced to several key factors, with emotional intelligence playing a pivotal role. One notable statistic comes from Bob Collymore, who announced that Safaricom's net profit for the financial year ending in 2016 was Ksh 381 million. Of the Ksh 15 billion daily revenue, Ksh 50 million comes from M-Pesa, Safaricom's mobile money transfer service, indicating a significant portion of this revenue is generated from reliable and efficient customer service.

Credit for this success often goes to the customer-facing functions within the company, such as sales representatives and customer support personnel. According to Collymore, the high EQ of employees is crucial in these roles. Customer support personnel, particularly those working the customer care lines, need a robust sense of empathy and communication skills to resolve customer issues effectively. Sales representatives, too, must handle customer interactions with great care, ensuring clients feel valued and understood.

EQ in Customer-Centric Roles

The/service industry is dominated by companies focused on customer interaction, where EQ is more apparent and crucial. This includes sectors like finance, healthcare, retail, and hospitality, where employees must constantly interact with customers. However, it is also evident in less customer-centric roles, such as human resources, marketing, and management, where emotional intelligence can significantly influence employee engagement and organizational culture.

Google: The Golden Standard of EQ in the Workplace

Despite the differences in roles and industries, one company that consistently stands out for its high EQ is Google. According to many observers, Google has employees with an exceptionally high level of emotional intelligence from top to bottom, from entry-level tech support to entry-level marketing positions. This is not merely a surface-level phenomenon—it is deeply ingrained in the company's culture.

Google's focus on EQ is well-documented. The company places a strong emphasis on recruiting and retaining employees who exhibit high levels of empathy, communication skills, and adaptability. Google's emphasis on EQ is also reflected in its training programs, such as the Search Inside Yourself program, which is based on mindfulness and emotional regulation techniques.

Why EQ Matters for Business Success

High emotional intelligence can significantly influence business success. First, it fosters better team dynamics, which in turn leads to higher productivity and better performance. Second, EQ helps employees handle difficult situations more effectively, reducing conflicts and improving resolution times. Finally, high EQ can enhance customer satisfaction and loyalty, driving repeat business and positive referrals.

Conclusion

Companies like Safaricom and Google demonstrate the importance of emotional intelligence in driving success. While the role of EQ may vary between customer-facing and back-office roles, its significance is undeniable. Investment in EQ training and recruitment can lead to a more engaged workforce, improved customer satisfaction, and ultimately, greater profitability.

So, if you're looking to join a company where emotional intelligence is not just a buzzword but a core part of their culture, consider working for Safaricom or Google.