Great customer experiences are built from the inside, out. Offering your customers a stellar experience is a no-brainer, but offering your employees the same can be a challenge. When employees are not invested in their jobs, or in the organization as a whole, they can unintentionally have a negative impact on the business’s customer experience offering. To combat this, industry leaders need to recognize exactly what kind of impact employees are having on a customer’s experience, and take direct steps to ensure that the employee experience is up to par.
Per our view, in the recent report from Gartner, Improve Employee Experience to Drive Improvements in Customer Experience, data and trends are showing that flexibility, autonomy, and easy-to-use technology are just three of the many ways that leaders can improve the employee experience for their teams.
- Why a negative employee experience can directly impact the customer experience
- How to identify key issues that could be affecting employees
- How to develop an authentic and empathetic strategy to support your team
Gartner, Improve Employee Experience to Drive Improvements in Customer Experience, Gene Phifer, 26 November 2019