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Enhanced engagement. Increased productivity. Healthier, happier employees. These are just a few of the outcomes to expect when you get the employee experience (EX) right. However, there’s one other critical area that also benefits: the customer experience (CX). Our eBook outlines the close connection between the two and reveals how technology can enhance both EX and CX outcomes.
The EX in frontline workplaces
In frontline workplaces where employees are the public face of the business, the EX is critically important. They deal directly with customers or members of the public, work hard to understand their needs and challenges, and take onboard their feedback. Who better to enhance the CX than your workers?
It seems that many business leaders agree. According to one Salesforce study 56% of surveyed executives believe it’s impossible to provide a great CX without providing a great EX.[1]
The impact of a positive EX on the customer experience
Employees become more engaged when they have a great EX. Engaged employees typically contribute more discretionary effort, which in turn leads to customer satisfaction.
Discretionary effort is the ‘secret sauce’ that every organisation should aim for. Why? It means your employees are willing to go above and beyond the expectations of customers. These employees are more dependable, work to a higher level of excellence, and also show initiative and anticipate customer needs.
Why does any of this matter? Research from PwC indicates that 73% of customers say that an exceptional customer experience is the key deciding factor in whether they purchase from a company.[2]
This eBook explores the dynamic relationship between the EX and the CX, and just as critically, how the EX can be improved with HR and workforce management technology.
You’ll learn more about:
The core components of the EX and why it’s so important for customer satisfaction
Where to focus, including spotlights on how to listen to and empower frontline workers, how to develop them and offer career paths, and how to recognise and reward them
How HR and workforce management technology can help by facilitating data-driven decision-making and enhancing the human element of work thanks to automation of routine tasks
Keen to learn more? Download our eBook today by completing the form.
[1] Salesforce/Harvard Business Review Analytic Services, 2021
[2] “Experience is everything. Get it right”, Consumer Intelligence Series, PwC, 2019