In Q1 2018, Forbes published an article outlining ten insights about the undeniable link between employee experience and customer experience.
As J. W. Marriott famously said, “Take care of associates and they’ll take care of your customers.” It’s common sense, but it bears repeating. If you want a better customer experience, it requires a strategic plan to engage employees.
According to Forbes, 90% of companies plan to compete primarily on the customer experience. A better customer experience leads to increased share of wallet, advocacy and loyalty. It’s no longer optional. Engaging employees, whether client facing or not, is fast becoming the primary tool of choice to beat the competition.
No one knows your customers better than your employees. After all, it’s they who provide service, anticipate questions, offer assistance, upsell and close sales every day. Those who underestimate their employees’ experience in their quest to improve their customers’ experience have already lost.
If your team is less than fully engaged in your mission to provide quality, service, value or advice – who do you think is the first to notice?
“Companies that lead in customer experience have 60% more engaged employees.” says Forbes writer Blake Morgan. Research consistently shows that investment in your employee experience directly impacts your customer experience. Understanding this relationship, and capitalizing on it, is the one best way to increase ROI.
At MSR, we measure employee experience and customer experience simultaneously. We study this intersection at the point of service. This lets us alert managers of magical moments or conversely, the need for immediate action. Applied intelligence swiftly delivered can boost employee engagement and save a customer relationship.