Focus on Employees for Better Customer Experience

What You Need to Know:

• Smart businesses are intentional about their employee experience, focusing on the staff journey from recruitment to exit.
• Recognizing employees and customers as people first emphasizes the need for a human connection between companies, their employees, and customers.
• Companies that enhance the experience for both employees and customers will see better retention and loyalty on both fronts.
• Prioritizing the employee experience is not only wise but essential to ensure long-term customer satisfaction.

In many businesses, there’s a strong emphasis on customer experience. Yet, the same level of enthusiasm is often missing when it comes to the employee experience. Why don’t businesses invest in staff experience with the same zeal as they do in customer experience? Are business leaders aware that happy employees lead to happy customers? These are crucial questions that call for answers and action from business leaders.

The Employee Experience Impact on Customer Happiness

Companies that invest in their staff’s experience create happy and engaged teams, which naturally translates to happier customers. Smart businesses are intentional about this journey, focusing on every touchpoint from recruitment to exit. Over time, it has become evident that one of the weakest links in customer experience is employee engagement and experience. For a shift to happen, HR professionals and business leaders must take the lead.

A few days ago, I co-hosted a webinar with business owners about the critical role of employee experience in customer satisfaction. Human resources expert Juliet Gateri from SNDBX shared an insightful perspective: businesses with unhappy customers often have employees who are disengaged or actively disconnected from the company's mission. As a business leader, do you recognize this connection? If so, what actions are you taking?

Strategies to Improve Staff Engagement

The best companies to work for are also often those with the happiest, most loyal customers. To foster engagement, Juliet highlighted two essential strategies:

1. Purpose Alignment: Employees' sense of purpose should align with the company's vision and goals.
2. Work Environment: Companies should ensure a supportive, culturally positive workplace.

Leaders should ask themselves: Are my employees' purposes aligned with my company’s objectives? Are our work environment and culture conducive to their growth? Do our employees feel valued and appreciated? Unaddressed negative attitudes among staff can be a barrier to achieving business goals. So, what steps is your organization taking to address these issues?

A Call to Action: Prioritize Employee Experience

The employee and customer experience will continue to be critical drivers of business success. Since both employees and customers are people first, there must be a human connection within every interaction. Companies that enhance the employee experience create a solid foundation for a customer-focused culture.

Company leaders must recognize that the starting point for a great customer experience is within their own teams. Those who don’t invest in their employees will face ongoing challenges in customer satisfaction. This is a call to action for business leaders: What has your business done recently to improve employee experience?

Now is the time to prioritize employee experience and, in doing so, pave the way for exceptional customer satisfaction.

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About Dr. Lucy Kiruthu

Management Consultant and Trainer

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