Employee Engagement and Customer Experience

Cus-Emp-HumIn a great post by Colin Shaw, Colin explains how many organisations are failing to link Customer Experience and Employee engagement programs together.

Foresee, a Customer Experience analytics firm, examined the results of two studies that used their analytics technology last fall. The first was looking at the employee experience for American workers at all levels of employment. The second examined the retail experience of 40,000 Customers. What they discovered was Customer Satisfaction was highest in retailers with high employee engagement. Furthermore, this translated into increased revenues for those stores by referrals; return visits and purchases from other channels. To see the full article, click here.

Colin goes on to explain how you can go about doing this.

The first step is defining the experience you want for both. Here’s a hint: It’s the same one…

Correlating with this theme, the Disney Institute offers up “one thing great leaders can do to impact employee engagement: Eliminate Work Place Hassles“.

Eliminating hassles sounds like a great way to improve the customer experience too!

Furthermore, Annette Franz, considers the amount of effort customers have to put in to do business with a company and what the spillover effects are to employees.

And finally, Ian Golding, nails the commonality between customers and employees, their both human.

 

 

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