Employee experience and customer experience – the Yin and Yang of business
As we well know, customer experience is paramount when it comes to making purchase decisions. We know just as well that customer experience plays a decisive role in people’s tendency to give recommendations. In the digital world where information and the opinions of customers can be googled in an instant, companies simply can’t afford any bad customer experiences.
In other words, we have good reason to invest in customer experiences, or CX. But have you ever given thought to who creates the customer experience, in the end? The company staff, of course.
Even though a customer’s experience consists of several different things, the team working with the customer has a big impact on the experience the customer receives. How does the team handle the customer’s questions, needs and wishes? How are the customer’s problems solved and what happens when a challenge arises, in terms of scheduling, for instance?
The hoops the team is ready to jump through in order to generate a good customer experience is largely dependent on the employee experience, EX, of the team.
What’s is EX?
“So, what is employee experience?” you might ask. It’s how the employees see and feel about their employer and the staff. EX creates the spirit, atmosphere and culture of the workplace, which are then passed on as the employees talk about their work to others.
If the vibe at the workplace is negative and generally uninviting, it’s very likely that CX will carry the same aura. This is how the personnel becomes the bottle neck of CX.
Motivation is everything
Motivation is an essential concept when we talk about employee experience. A person’s motivation to do their job is indicative of how enjoyable they feel their work is.
Work needs to be motivating. In fact, motivation is everything, especially when we’re talking about knowledge work. All kinds of things affect people’s motivations – some are driven by salary and career opportunities while others are motivated by how cozy the workplace is and where it’s located.
Then again, there are also universal motivators which nearly always include the feeling of being appreciated as well as work team spirit, job description and objectives. As a rule, people want to work in a place where they have a sense of importance and feel that their work is relevant.
Work environment as an enabler
When the work environment makes it possible to feel motivated and excited about one’s work, employees usually want to apply themselves and aim higher. Authenticity and a sense of security are prerequisites for having the courage to give it all you got and to go the extra mile.
The solidarity between people, genuine interest in and compassion towards others, showing appreciation and playing fair provide everyone with the opportunity to make an effort and also to fail. When the workplace has an open, permissive atmosphere, employees can relax and pull out all the stops.
Personnel as a competitive advantage
When people feel good and are happy with their work and their employer, they are also more motivated and more capable of coming up with solutions that help create excellent CX. The end result is a competitive advantage that stems from skilled, committed and driven workers who want to bear witness to the development and success of their employer.