Engaged employees are the soil and nourishment where your Customer Experience grows.
In general, we refer to Employee Experience as EX and Customer Experience as CX. Employee Experience: As stated in our bookThe Employee Experience: How to Attract Tal ent,Retain Top Performers, and Drive Results,"To create a sustainable and world-class Customer Experience (CX), an organization must first create a sustainable and world-class Employee Experience (EX)", in other words:
It all starts with your people. Creating a great Customer Experience that works and drives revenue is like gardening. You can't just clap your hands and order healthy plants to produce the results you want. Gardening is a process-based activity; you take care of the components that create the desired outcome and hope for the best. This means doing things like amending the soil, watering and weeding. The gardener can't do much more than that, but if the work is done well, the likelihood of a strong and bountiful harvest is high.
Growing an organization works the same way. Success is driven by quality products, excellent customer service and employees who care personally about delivering an exceptional experience for the customer every time. When an organization creates a world-class EX, the likelihood of a superior CX increases exponentially. When EX is poor, there is a high probability that the customer will see the effects.
Your people are the soil and nourishment from which your Customer Experience grows. When you have a workforce of engaged people who feel respected and appreciated, and trust their leaders enough to fully commit themselves to the organization they work for, CX comes naturally.
Conversely, if you don't have a foundation of great people who care about delivering an exceptional experience and improving customers' lives, no technology or system in the world can save your Customer Experience from becoming a money-losing mess.