How does employee experience translate to customer experience?
When it comes to customer experience, feedback shows time and again it’s human interaction that counts the most. So while it can be tempting to focus on processes and automation to deliver a smooth service, many organisations would benefit from instead shifting their attention to their human resources.
The employee-customer connection
Any company can implement the latest tech, but there’s no one else with the unique mix of skills and personalities that you have. And, whether they’re customer facing or not, all your employees have an enormous influence over your customer experience.
That’s because customer experience and employee experience are inextricably linked on so many levels. When your people truly understand how customers purchase and interact with your products and services – and what they expect of them – they can put the customer front and centre of every decision they make. And in everything they design, produce and deliver.
It’s therefore crucial that your people understand things like:
- How your brand promises differ from those of your competitors.
- What it feels like to be a customer of yours. And what it should feel like.
- How they can enhance the customer experience.
- What customers are saying about you.
Are you taking care of your employees?
Employees are often referred to as a company’s most important asset, but corporate behaviour rarely follows through on this. Do you put as much effort into getting to know them as you do to your customers? And do you treat them as well?
Investing resources in making employees feel valued – and helping them do the very best job they can – pays dividends. Not only will they be happier and more engaged in their roles, they’ll also translate their own satisfaction into satisfaction for your customers. Because when you treat your employees well, they’ll want to create a great customer experience.
How we can help
We can help you improve your customer experience all the way through the pipeline. From attracting people who’ll live your brand values, to helping them understand your purpose and what’s important to your customers. We’ll also help you understand the aspirations of your employees and how to support their achievement. The result? Happy employees and a great customer experience.
