Engaged employees are the soil and nutrients in which your Customer Experience grows.
We like to refer to the overall Employee Experience as EX and the Customer Experience as CX. As stated in the book, The Employee Experience: How to Attract Talent, Retain Top Performers, and Drive Results, “To create a sustainable, world-class CX, an organization must first create a sustainable, world-class Employee Experience, or in other words:
EX = CX
It all begins with your employees. Creating a wonderful, profit-boosting Customer Experience is like gardening. You can’t order up the results you want––healthy plants––just by waiving your hand. Gardening is a process-based activity; you attend to the components that create the desired outcome and then hope for the best. That means using soil amendments, watering, and weeding. The gardener can’t do much more than that, but if he or she does it well, the odds of a strong, plentiful harvest are high.
Growing an organization works in the same way. Success comes through quality products, sensible pricing, strong customer support, and employees who care personally about delivering an extraordinary experience every time. When an organization creates a top-notch Employee Experience, the likelihood of a superior Customer Experience increases exponentially. When Employee Experience is poor, chances are the customer will see the effects.
Your employees are the soil and nutrients in which your Customer Experience grows. If you have a workforce of engaged people who feel respected and appreciated, and if they trust their leaders enough to take risks and invest emotionally in the organization, your Customer Experience will take care of itself.
Conversely, if you don’t have that foundation of great people who care about providing a terrific experience and making customers’ lives better, all the technology and systems in the world won’t keep your Customer Experience from being a money-losing mess.