Customer Experience Can’t Remain Untouched by Employee Experience

Boosting a company’s engagement by just 10% may increase profits by $2400 per employee per year.

Actively disengaged employees cause U.S. companies between $450-$550 billion in lost productivity yearly. ^*

These and many more figures show that, as an organization, you must adopt an employee-focused culture. You can make your customers happy only when your employees are happy and content. Organizations nurture content employees when they set clear work expectations, foster positive co-worker relationships, and offer tools their employees need to do their work.

This blog shows how improving your employee experience (EX) leads to loyal customers and improves business outcomes.

To begin, let us see what makes an employee-focused culture. It

• Creates a content and fun work environment,
• Provides for purposeful employee development,
• Makes employee training – a part of the culture,
• Identifies and rewards excellent customer service, and
• Shows employees they have the full support of their company.

Connecting the Customer Experience and the Employee Experience

Be Empathetic

Empathy is the biggest and the most fundamental principle of customer experience (CX), which is why it applies to employee experience too. Only when you lead with empathy can you balance propelling organizational goals and guaranteeing employee wellness. In this post-pandemic world, you can empathize with your people by alleviating transparency and flexibility. You should be less office-centric. Have strategies and processes in place supporting team members in all ways possible, irrespective of when, where, and how they operate. Technology plays a critical role in enabling a positive digital employee experience. Investing in technologies that simplify their job and supporting the ability to work from any location is a good idea. You may even encourage employees to employ AI tools to automate low-key tasks. Employees can thus use their valuable time and efforts where needed most.

Never Miss Personalization

The number one driver to building abiding relationships is personalization. Show that you comprehend your employees’ specific needs and aspirations. Only then can you adapt their experience. You should thus know your employees as you know your customers. As an organization, alleviate the personalization of communications, benefits, learning, and development. Personalizing the employee digital experience extends to flexible work hours, flexible location, job framing, and, most importantly, the fit between the employee and the manager. Using personality matching processes, you can design employee-client and employee-team combinations.

Employ 360° Feedback

Just like you encourage your customers to give feedback on the customer service they received, you should stress bottom-up managerial styles. Encourage knowledge sharing, ideas, and innovation from your people. Your employees become highly engaged as they feel valued being listened to and acted on. There is open communication, and employees are free to criticize. Such positive employee experiences result in a conducive work environment. On the one hand, customer experience improves as customers can share how they feel about the service offered. On the other hand, employees can put forth how they feel and what they want from their leaders to improve their experience.

Factors Positively Affecting Employee Experience

• Employers’ transparency, trust, and communication,
• An organizational culture that has belongingness and inclusion,
• Career development and upskilling opportunities,
• A frictionless, collaborative work environment with digital experiences embedded in the workflow,
• Demonstrated corporate social responsibility (CSR), and
• Employee engagement, listening, and recognition from peers and management.

Finally, every organization benefits from improving employee experience, which is directly linked to customer experience. Customer experience is directly linked to revenue. See employee and customer experiences as two sides of the same coin, and the dividends you reap will be unlimited. Start your free pilot with this employee experience platform!

^*Gallup Poll