Customer experience and employee experience are terms you may be hearing more about these days, but did you know the two are inextricably linked?

In order to provide an exceptional customer service experience, leaders are learning that providing an exceptional employee experience should be a part of the strategy.

Customer experience and employee experience are related because employees who feel empowered, valued, and motivated at work are more likely to deliver a positive customer experience. Organizations that provide a positive employee experience have employees who are more committed to delivering excellent service.

This article will explore the link between customer experience and employee experience.

If you’d like to see a free video training program I created that will show you how to dramatically reduce employee turnover in the next three months, just CLICK HERE for instant, free access.

What Is Customer Experience?

Customer experience (CX) encompasses everything an organization does to put customers first, provide an exceptional experience, add value, meet their needs, and help them to grow. The quality of the customer experience informs the customer’s opinion on how a company interacts with them and whether or not those interactions are positive.

The customer experience includes all the interactions a customer has with the company, from their very first introduction to the brand or sales cycle to their customer support experiences. 

The customer experience is just as important, if not more so, than the goods or services a company provides to its customers because it plays a role in customer satisfaction and customer retention. To turn first-time customers into repeat buyers and establish loyalty with them, the first interaction they have with a company should be a positive experience.

What Is Employee Experience?

Gallup defines employee experience  as “the journey an employee takes with your organization.” This journey includes all the interactions that happen during the employee lifecycle, as well as the experiences that involve an employee’s role, work environment, workplace culture, leaders, and how their leaders demonstrate a commitment to their growth, success, and well-being.

Employee experience encompasses how an employee feels during all their interactions with their employer throughout their professional relationship with them. 

This includes (but is not limited to) the employee’s first encounter with the employer (through familiarity with the employer’s reputation and the experience of applying for the job), the first time the employee meets the employer, the employee’s experience of their work environment and encounters with co-workers, the workplace culture, the exit interview process, and any interactions the employee has with the employer after the employee leaves the organization. 

A positive employee experience results in better engagement, retention, performance, and long-term profitability. Creating a positive employee experience is only possible if employees are led in positive ways by good leaders and everyone in the organization is invested in the process of employee experience management. 

Note: If you’d like to see a free video training program I created that will show you how to dramatically increase employee engagement in your organization in the next three months, just CLICK HERE for instant, free access.