How employee experience affects customer experience
- October 14, 2022
- Posted by: Chukwuyem Mokwunye
- Categories: For Employees, For Employers, General, HR
Thomas, a fresh graduate, got his first job as an office assistant for a reputable talent management company. He was about to get his first dose of what employee experience was. His duties were to provide staff with whatever they needed to make the company grow. In his first year, he felt awesome, all other employees complimented his patience and regularly reminded him of his great work.
Regardless of being one of the low-level workers in the organization, he was given the opportunity to attend big meetings with the CEO and COO. Eventually, he had several promotions but after 4 years, he was promoted to a business development manager with some business and an award thanking him for his hard work.
This is but one illustration of how employee experience may significantly influence the total customer experience. But what exactly are consumer and employee experiences? Why should you care? How does the experience of the employee affect that of the customer? How can you foster wonderful employee experiences, furthermore?
The many interactions and components that make up a company’s employee experience influence how employees see their work. These consist of methods for onboarding new employees, training courses, and remuneration according to local customs, leadership preferences, and working conditions. Both terrible and good experiences might result from them, as was the case with Thomas, positive.
Customer experience: What is it?
Here, we can say customer experience refers to the interactions and numerous factors that affect how customers see a business. It refers to the impressions clients have of a business before, during, and after the actual transaction. Customer service and customer experience are not the same. Customer service is just one component of the whole customer experience, however.
Why should employee experience matter?
The importance of employee experience is highlighted by the fact that it affects profitability, productivity, customer satisfaction, and happiness across the board. A better employee experience is important because it results in:
- Enhanced client retention, experiences, and services. Positive work experiences make employees more productive and dedicated to doing their best work. Better client experiences and services resulting from this constant motivation to perform their best job, which increases customer loyalty.
- Customers that are loyal to you are more likely to spread the word about you and come back for more. More money is made throughout the course of your clients’ lifetimes. Because of their confidence in you and what you have to offer, it is also simpler to upsell to current clients than to new ones. In fact, even after making a mistake, 78% of customers will continue to do business with these businesses.
- Keeping the finest workers, which lowers costs. Happier workers often remain with one firm longer, which lowers the expenses associated with hiring, onboarding, and training new staff.
- Advocates among employees Have you ever overheard a buddy praising a business? Maybe it was the company’s great onboarding program or the fact that they allowed workers to take afternoon naps.
How does the employee experience affect that of the customer?
Customer experience is directly impacted by employee experience: Good staff experiences influence positive customer experiences, and the opposite is also true.
According to a Forbes survey, for instance, businesses that excel in customer experience have staff that are 1.5 times more engaged. These similar businesses do 147% better than their competitors and are more likely to make bigger profits.
Even though there isn’t much research on this, it makes sense that happy workers would be more likely to work hard. They feel appreciated and take pleasure in their work, so they want to produce a wonderful job for their clients, bosses, coworkers, and themselves.
At Proten International, we believe that putting people first will lead to a better customer experience. It has been our mantra. We are always at the top of customer experience ratings and offer employees competitive pay, training, and health benefits.
What is burnout? How does it affect Employee Experience?
Burnout is a common occurrence in the workplace.
Unmanaged job stress is the root cause of the disorder known as burnout. These signs include:
- Physical and mental fatigue
- a lack of mental connection to or hostility toward one’s work
- decreased professionalism and performance in work (simple tasks often become difficult to do)
How can employee experience be affected by burnout?
Therefore, burnout has a significant impact on both the staff and customer experience. It has a detrimental impact on every aspect of their employment, including performance, health, and may significantly lower a company’s return on investment (ROI) by increasing absenteeism, degrading customer service, and lowering profitability.
Even the best performers may get burned out. They could even be more likely to go through it.
How can managers improve employee experiences?
- Listen. Find out what motivates and demotivates them. Listen to your customers via focus groups, polls, and crowdsourcing to understand their daily lives.
- Maintain team communication. Storytelling and transparency engage workers. Give feedback and invite feedback. Two-way executive forums, social media campaigns, and town halls keep staff linked. Tell staff their opinions are valued.
- Implement hybrid workmode. How you execute this technique in your firm will depend on your company’s and employees’ demands. For instance, once a month, collect the team for three days and let them work from home. Like Proten and Google, you could work three days in the office and two days remotely. Choose.
- Develop your staff. Make it clear that you encourage each person’s career development and give tools and chances. Coaching, feedback, and check-ins, as well as e-learning, training tools, and courses, may help your staff.
- Empower managers. Help managers assist their teams. To better engage staff, provide managers toolkits, dialogue guidelines, and training.
- Allow peer help. Cohorts, ERGs, and peer networks help workers connect. Teams operate better when linked.
- All touchpoints should reinforce the ideal employee experience. Make that all high-level employee experience contact points—Employee Value Propositions, performance management, learning and development, onboarding, etc.—convey the same messages and attitudes.
At Proten International, we believe investing money in improving the work experience benefits both the employees and the financial line of your company. It makes your staff happier and more engaged, improves customer satisfaction and retention and helps your bottom line.
It’s important to set up ways to improve, like check-in meetings, a hybrid work style, the right welcome and training programs, benefits packages, and opportunities for career growth.
Just keep in mind to not get too reliant on these tactics and to remain flexible. Part of what we do at Proten is to train and set up organizations to achieve a perfect employee and customer experience.