All Roads Leading to Customer Experiences are Paved with Employee Experiences

The EX is the atmosphere of the CX.

If the atmosphere is polluted, it’s not good for the customer experience. The atmosphere is healthiest when employees are happy at work and have a sense of purpose for why they serve.

“Companies that invest in EX outperform the ones that don’t by?2x?in terms of average profit.” -Harvard Business Review

Senior Managers everywhere get out on Front Street in 2020.

Frontline employees are happiest when they have access to senior leadership. Some companies have even taken it to a new level and give frontline employees access to executive leadership. This sense of being that well connected is of priceless value. It weaves communication across the layers of an organization. Be seen and get to know the lives of those that are not only your direct reports. It matters to the EX. Over time it shifts the EX into a positive direction. Seek out and amplify positivity at your every opportunity.

Employee Resource Groups — Getting everyone to know each other better.

One of the best ways I’ve ever experienced to improve culture is through these groups often called, “ERGs”. An amazing effective concept of building community and particularly beneficial in bridge building. It’s a great way to not only speak of diversity and inclusion but to actually grow it deep within the people of the organization.

Treat frontline employees like they matter & they will.

Great EX involves leaders that make everybody feel like somebody all around the workplace. Uplifting others in between calls and always encouraging everyone throughout their day. Managers walking floors and taking just a minute or two out of their day to say hello to all the frontline, encourage them and thank them for their service.

Everyone has a voice.

Remind all of your employees that they have a voice. Help them find how to use their voices and provide safe supported spaces to talk through differences of opinions. It’s a good thing. It’s valuable that culture can communicate with each other both upward and downward. Sideways and backward too really. The best work cultures I’ve ever been a part of, had a great deal of empathy for each other as human beings.

How employees feel at work is shared subconsciously in customer interactions.

Trust and believe that how your employees feel at work, can be heard in your customer interactions. Just by listening to the tone, word choices, and gauging empowerment of the representative you are speaking with you can determine so much about their employee experiences. Customer experience is an infinite game, so the employee experience game is also infinite. So be a rockstar 24/7. You’ve got this!

(Notice: Views expressed herein are independently those of Amiel Greathouse. Views expressed do not necessarily reflect those of Amiel Greathouse’s employer. Absolutely no endorsement of any kind is implied.)