How Employee Experience Impacts Customer Experience
Don’t make this costly mistake
If you run a business, you understand the importance of customer experience (CX). Customers drive your business so it makes sense to optimize CX, yet many strategies overlook a key component - employees.
CX = EX
Your people are the true drivers of Customer Experience, and their performance correlates with their Employee Experience (EX).
By not making this connection, businesses fall into the vicious cycle of treating symptoms instead of the root issue.
If you’re not sure where your employee experience stands, check out these warning signs.
Why employee and customer experience are intertwined
Employees are a company’s most important asset. They are the face of the business and their performance impacts the customer experience.
Because CX is closely related to Employee Performance, and performance is linked to engagement driven by EX, these two experiences are closely intertwined.
The level of an employee’s engagement defines their ability to attend to customers. When employees get a good experience, they engage more in their work. They are enthusiastic about solving customer problems.
This can have a direct impact on retaining customers, building brand value, and outperforming competitors.
In contrast, a poor employee experience can lead to disengagement. It affects performance by disconnecting individuals from their purpose and organization, ultimately harming Customer Experience.
How employee experience impacts customer experience
Provide better customer service
More likely to deliver CX with positive attitudes
Stronger willingness to go above and beyond
Listen better and with more empathy
Better customer satisfaction and ratings
Increases customer loyalty
Strengthens brand reputation and value
Bottom line
Now more than ever, brand loyalty is harder to attain and it only takes one interaction to win a customer, or lose one to a competitor.
When strategizing make sure to prioritize Employee Experience, it can make your other efforts more effective or obsolete. Because when employees have an unpleasant work experience it impacts your customers, along with the company’s ROI.
A satisfying Customer Experience begins with providing a meaningful employee experience. In other words, the first step to customer satisfaction is employee satisfaction.
Click here to learn how ConnectUs facilitates a work environment that is both people-focused and result-driven.