In today’s day and age, businesses need to focus on customer experience (CX). However, growing evidence suggests that companies must focus on EX or Employee Experience to deliver exceptional CX.
Happier employees play a significant role in the overall customer experience. Employees are likely to deliver better service, deal with client issues effectively, and foster pleasant interactions when engaged, satisfied, and driven. They are also more inclined to go above and beyond to meet client demands if they feel respected and supported.
Additionally, the attitudes and actions of employees are contagious. Customers are more likely to feel satisfied when dealing with employees who enjoy their jobs and have a positive outlook. Contrarily, unsatisfied and disengaged employees may negatively influence clients, resulting in negative interactions.
When employees are disengaged, demotivated, or burnt out, it is challenging to maintain outstanding CX, even with the most cutting-edge technology and customer-centric approaches. Employees may encounter overwhelming expectations in businesses where CX takes precedence over EX, which can result in increased stress and decreased job satisfaction. Eventually, high turnover rates may result, further disrupting the customer experience and lowering consumer loyalty.
EX-focused businesses frequently have lower employee turnover rates, allowing them to keep trained, experienced staff who can improve customer service and build long-lasting customer relationships. These businesses invest in developing a culture of appreciation, encouraging growth and development opportunities, and creating excellent work environments. Employees are more likely to take ownership of their roles and provide exceptional customer service when they feel supported.
In conclusion, companies must begin by investing in the happiness and well-being of their people to attain success in CX. This strategy creates a sustainable path to long-term success because happy employees are the driving force behind satisfied customers.
