Customer experience (CX) and employee experience (EX) are both critical components of any successful business. A positive CX is essential to customer satisfaction, while a positive EX ensures that employees are motivated and engaged in their work.
Focusing on both CX and EX creates a holistic experience for customers and employees, driving loyalty, satisfaction, and growth. A winning combination of great CX and EX is the key to long-term success.
At the end of the day, it is the happy customers who will make or break a business. Outstanding customer experience is required for customer loyalty and this can be achieved only with happy and satisfied employees. If the business provides a great employee experience it will in turn lead to excellent customer experience. When a business strikes a perfect balance between employee and customer experience, it will result in increased growth and profitability and this deadly combination is called total experience. Here are some interesting stats about EX and CX showcases their benefits for business.
According to a Forrester Research, the companies that get their CX right are likely to outperform their peers with 17% higher customer loyalty and higher revenue.
Companies with great employee experience outperforms the S&P 500 companies by 122 percent.
A report from PWC indicates that 73% of the customers have indicated customer experience as one of the key factors for their purchasing decision.
A report from McKinsey shows that 70% of employees want their workplace to be a significant source of purpose in their lives which can be made possible by great EX.
Important Aspects of EX
1.Give your employees a human touch, listen to them with empathy, at touch points which are important to them
All the traditional forms of feedback like surveys, transactional checks, etc have not really helped in improving employee engagement or experience. Nothing can replace direct human interaction. Try to talk to your employees across various touch points. Make them feel part of the process and keep them engaged and listen to them with empathy. It is important for the business to make the employees feel special and offer a good EX.
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