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Customer and employee experience: two sides of the same coin

Regardless of what industry you work in, one of the main goals of your company typically is to provide a great customer experience. So, how can a customer have a positive experience? The easy answer is via their interaction with your employees. In other words, customer and employee experience are indeed interconnected and can be viewed as two sides of the same coin when it comes to the success and growth of a business. 

However, companies risk losing out on many advantages if they ignore employee experience. Each party has needs, wants, feelings, and opinions, including customers and employees. There is a close connection between their experiences, therefore by enhancing the employee experience, companies can improve the customer experience. Understanding and enhancing both customer experience and employee experience is paramount for a company aiming to thrive in today's competitive landscape.

But what is an employee experience, and why it's important for companies to focus on customer and employee experience? We'll go over all you should know about in this article:

  • What is employee experience, and why is it important?
  • The link between customer and employee experience
  • 6 ways employee experience impacts customer experience

What is employee experience, and why is it important?

Employee experience, or EX, is the sum of an employee's interactions and experiences with a company over the course of their employment. Along with a wide range of business-specific elements, significant employee experience components include a company's standing, workspace, culture, and technology. At a strategic level, resolving EX issues and difficulties enables business executives to have an "employee-centric" perspective on their organization, much like how working to enhance the customer experience causes a company to have a "customer-centric" focus. 

Employees who benefit from better circumstances and a more positive working environment are more likely to work efficiently and effectively – acting as advocates for their brand. However, customers, companies, and employees all benefit from improved employee experiences because their needs are met in various but interrelated ways.

The link between customer and employee experience

Both the customer and employee experiences are equally important. These two linked experiences have the power to build or ruin a company, and it's critical to comprehend why. Customer satisfaction is the most significant factor in determining a company's success. Customers are less inclined to return and spend money if they are not happy with their experience. Reduced sales and profitability may follow as a result.

The employee experience is the same. Employees are less likely to be motivated or productive if they are not happy with their workplace. The customer experience might decline as a result, which may result in decreased efficiency and lower service quality.

For these reasons, it's crucial that companies make sure the customer and employee experiences receive equal attention and funding.

6 ways employee experience impacts customer experience

Employee engagement, happiness, and motivation increase the chance that they will provide great customer service, which has a favorable effect on the total customer experience. Here's a closer look at six significant connections:

1. Your Employees Are Your Best Advocates

Your best brand supporters and ambassadors are going to be your highly empowered, engaged, and satisfied employees. They are frequently more likely to recommend your business to one another, new customers, and current customers. Employees who are satisfied and motivated tend to represent the company favorably, which improves its reputation and influences customer loyalty.

Their ability to continually provide a favorable customer experience is significantly influenced by their familiarity with your products or services, as well as their excitement for and dedication to the fundamental values of your company.

2. Exceptional Customer Service

A positive customer experience results from having happy, engaged, and motivated employees who are more likely to deliver exceptional customer service. The research shows that when employees feel motivated, their work quality increases, and in the end, the company is 23% more profitable. In addition, they are more likely to go above and beyond to fulfill customer demands and address issues, producing a memorable experience that attracts customers to return.

Customer experience is improved by employees who are satisfied for the following reasons:

  • They are more compassionate and attentive to the demands of their customers; 
  • They are more prepared to take responsibility and follow through on their commitments; 
  • They are more likely to go above and beyond to quickly and effectively address customer concerns; 
  • They are more passionate about WOWing and delighting customers.

3. Provide customer support and feedback

Employees who interact directly with customers frequently gain insightful information and customer feedback about their preferences, problems, and opportunities for growth. Positive customer experience and performance depend on giving employees enough assistance and regular feedback. For employees to feel empowered and keep getting better over time, they need tools, direction, and clarity on how they are doing.

Ensure they have the necessary equipment, resources, and infrastructure to carry out tasks effectively and provide the company and its customers with value. Lack of bare requirements causes frustration, poorer work, and difficulty carrying out responsibilities.

4. Implement proper training programs

Employees are more capable of doing their work well and making a good contribution when given the right tools and assistance. Moreover, for long-term employee happiness, effectiveness, and productivity, it's critical to provide ongoing chances for growth and development.  According to the study, more than 60% of employees would be more likely to stay in their current role if constant opportunities to learn were provided.

Lack of learning and development can result in lower motivation and work quality. Ongoing learning, through both internal and external programs, helps employees increase their knowledge and abilities, which is beneficial to the employee's career advancement and capacity to assist customers.

5. Transparency, trust, and communication

The employee and customer experience depends heavily on transparency, trust, and open communication. Honest information exchange strengthens relationships and creates mutual understanding. Customer satisfaction and loyalty increase when employees have a good experience working there. Customers who are loyal to a brand are more willing to promote it, which leads to better customer retention and advocacy. However, customer satisfaction and loyalty increase when employees have a good experience working there. Customers who are loyal to a brand are more likely to advocate for it, which results in higher customer retention and advocacy. 

Giving employees context for their job through transparency into the performance of the company, future plans, and customer feedback. They comprehend the reasons for the process or service changes, are ready to address concerns, and feel part of developing solutions.

6. Understand the employee journey

A world-class customer experience program breaks down silos by shifting away from transactions and toward a journey-level approach. Your employee experience program should do the same. Consider the employee journey.

Think about the complete employee experience, including how employees communicate with one another and with customers. Additionally, their general level of engagement, and what gives them the freedom and support they need to perform to the best of their abilities. This only scratches the surface of how customer experience data is measured and used to improve results.

Additionally, by employing a thorough, organizational-wide platform to record these interactions, you can start to recognize the key moments. Also, can provide you with information on how each one affects engagement and productivity, advancing your customer experience program. Live platform can help you track customer communication, history, engagement, and more with a comprehensive suite of features for managing your customer and contact center at the same time. One place for effective customer-centric communication.

The importance of CX and EX

Each employee in your company is a member of the team. They hold the secret to helping your business achieve its objectives. The treatment of your company's employees is just as crucial as the treatment of its customers. Both are crucial in building a company's reputation.

The customer experience with your company is only as excellent as the experience of your employees. Employees are more likely to turn a positive work experience into a positive customer experience. Additionally, your employees will be able to give customers a higher-quality experience if they are encouraged, empowered, and engaged.

Business is ultimately personal. When employers sincerely support and care for their employees, employees in turn genuinely care and support the company's customers. The biggest success of all is the development of lifelong relationships as a result of positive customer and employee experience.Don't hesitate to get in touch with us today if you want to learn more about how the Live product family can help you to boost your global customer experience strategy.

Learn more about how the Live product family can help you support and improve your customer experience strategy.

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