Engaged employees are the soil and nourishment from which your Customer Experience grows. We commonly refer to Employee Experience (EX) and Customer Experience (CX) .
Employee Experience:
How to attract talent, retain top performers and deliver results. As stated in our partner Decision Wise's book (The Employee Experience: How to Attract Talent, 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)" or in other words:
(Employee Experience) EX = CX (Customer Experience)
It all starts with your people. Creating a great customer experience that works and drives revenue is like gardening. You can't just wave your hand and plant the healthy plants you want to produce. 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 personally care about delivering an exceptional experience to the customer every time. When an organization creates a world-class EX, the likelihood of a superior CX increases exponentially. When EX is weak, there is a high probability that the customer will see the effects of this.
Your people are the soil and the nourishment from which your customer experience grows. If 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, customer experience will come 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 being a money-losing mess.
EMPLOYEE EXPERIENCE GUIDE
Other Blogs You May Be Interested In:
What is the Difference Between Employee Satisfaction, Engagement and Experience?
Why Your Customer Experience (CX) Actually Depends on Your Employee Experience (EX)
Employee Experience: It's More Complex (And More Important) Than You Think
What is the Law of Conjugate Experience?