When the customer experience starts at home


A growing number of providers are coming to recognise the benefits of customer-centric strategies: higher revenues, lower costs, and improved employee and customer loyalty. 

Surveys have become one of a number of tools to quantify the consumer experience.

But data collection is just the beginning.

Once you receive it, it’s important to find productive ways to translate that information into meaningful solutions.

In the effort to transform customer journeys and refine direct interactions with clients, however, many companies overlook the need to engage the whole organisation, in a customer-centric transformation.

The old saying “happy team members = happy customers.” 

When delivering on exceptional customer experiences there is one important trait in common: exceptional employees that exceed customer expectations. 

So why aren’t more HR teams and customer experience (CX) leads working together  to create better experiences for both employees and customers? 

Working together, HR and CX leaders can support each other’s goals at each phase of the employee experience (EX)

We know engaged employees are more likely to stay in their job, reduce team member turnover, and gain valuable expertise that serves the organisation and its customers. 

Disengaged employees, on the other hand, are less productive and compassionate, and less likely to go the extra mile for their team members and customers. 

The impact of employee turnover on an organisation and its workforce are much more widely discussed in the care sector, but when it comes to the impact employee turnover has on customer experience, and as mentioned above the two are not often measured alongside one another.

The correlation between the company’s employee turnover rate and its customer Net Promoter Score (NPS) when monitored together provides a telling relationship between these two measures.

When turnover increases the customer NPS score will start to decline and similarly when employee turnover begins to decrease, the customer NPS improves.

Getting started doesn’t have to be hard. Don’t make change too complicated just begin.

That’s right getting started doesn’t have to be hard, sometimes we can get caught up on making things bigger and more overwhelming than they need to be. 

Which means if you are delaying measuring while you get an elaborate strategy off the ground you are missing out of valuable insights while you wait. Often contributing to a more challenging change management piece when you finally implement, and a higher chance of team members not completely adopting the strategy.

If you are planning to implement a Voice-of-Customer or Team Member program then the most important thing you can do is choose a focus area and build from that. 

Let our CX + EX experts help you with your strategy.