The Hidden "E" Behind Stellar Customer Experience (CX): Why Employees Matter Most

We spend countless hours crafting the perfect customer journey, meticulously optimizing touchpoints, and analyzing data to deliver exceptional, personalized Customer Experience (CX).

But what if the key to unlocking truly remarkable CX lies not with the "C," but (ALSO) with the "E" - Employee Experience (EX)?

Think about it.

Who are the ones directly interacting with your customers, shaping their perceptions, and ultimately influencing their satisfaction?

It's your employees!

Happy, engaged employees go the extra mile, take ownership, and genuinely care about delivering a positive experience. Conversely, disengaged employees can leave customers feeling frustrated and neglected.

The data speaks for itself.

Studies consistently show a strong correlation between positive EX and superior CX.

PwC states that companies that prioritize and provide excellent experiences for both customers and employees can increase their prices by up to 16%.

Therefore, companies with a focus on employee well-being, development, and clear communication consistently outperform their competitors in customer satisfaction metrics.

5 Tips for maximizing Employee Experience to enhance Customer Experience

So, how do you unlock the hidden potential of EX for boosting CX? Here are for tips interal comms, employee engagement, and HR leaders can apply today:

Tip 1: Personalization is king:

A one-size-fits-all approach to communication can lead to disengagement among employees. Yet, 42% of internal comms pros struggle with effective tactics like email personalization.

Therefore, to truly engage employees, it's essential to tailor your communication strategies to different employee segments, taking into account their roles, needs, and preferred communication channels and content types, such as video whenever feasible.

Remember, personalization allows you to adapt to their context. And we all pay attention to our own context. Right?

Combine the power of creative brand storytelling and personaliztion to emotionally connect wit them. Emotionally connected people are x2 invested. You want this for your organization.

Take for instance the following personalized total reward video example:

With these personalized videos, employees have a better awareness of the benefits they have.

As you can see, video is the best type of content to share stories that emotionally connect with your people. As a result, they are more engaged with the organization.

Tip 2: Invest in growth

Foster a culture of learning, development, and collaboration.

Offer opportunities for skill-building, career advancement, and recognition to keep employees engaged and motivated.

For example, comms and HR leaders should be great storytellers.

They should also know what technology can do for them to help them connect with their people in a more efficient, relevant way.

Tip 3: Use technology and automation to be more efficient

For example, to make your email campaigns more engaging, use email marketing tools that support personalization.

There are countless tools.

From generic ones like Mailchimp, to the tools Marketing and Sales departments within your organization probably use like HubSpot, to those focused on internal communications.

To make your email campaigns and communications more engaging, use video.

Most employees prefer video to text content. This doesn't mean you need to get rid of the text content. It means you need to use both to better communicate.

Both text and video can be personalized at scale. Most people LOVE this personal touch. For video, use personalized video software like our very own Pirsonal.

Why software like Pirsonal for video personalization?

It works smoothly with your internal processes and even with most email marketing tools, including Mailchimp, HubSpot, and more.

Plus, your IT and Legal teams get piece of mind because Pirsonal is ISO 27001-certified.

Plus, my team and I know most comms and HR teams are not video, personalization, and automation experts. Because of this, we guide you step by step or manage most these things on your behalf so that you don't have to worry.

The point is, avoid manual processes. Leverage automation.

Tip 4: Communication is a Two-Way Street:

Foster open and transparent communication. Always.

Consumers love it. Employees are consumers too.

Encourage feedback from employees at all levels, listen to their concerns, and address them constructively.

Let's see how.

Are you familiar with the term "the voice of the employee"?

The voice of the employee or VoE. It's your employees’ experiences, suggestions, and frustrations. It includes feedback through surveys, pulse checks, exit interviews, and even casual conversations.

Tip 5: Collaboration is Key

Don't silo EX efforts! Internal communications teams can partner with HR to create a holistic employee experience that aligns with company goals and customer needs.

To have a bigger impact, you need everyone on board, including C level executives and IT.

That's something you are probably really good at.

Remember: even if your team or department has different business goals, the organization should point in the same direction.

Therefore, cross-departmental collaboration is key.

Watch the following video to get tips and ideas for successful collaboration with IT, which is often a nightmare among internal comms and HR leaders.

In summary: It's time for more Employee Experience

Investing in EX isn't just the "feel-good" thing to do. It's a strategic investment with a direct impact on your bottom line.

By creating a work environment where employees feel valued, empowered, and heard, you unlock a powerhouse of passionate individuals who translate that positive energy into exceptional customer experiences.

Achieve this by:

• Implementing personalized experiences across various touchpoints throughout the year. This approach will lead to a more engaged workforce, as it enhances their overall employee experience.
• Collaborating with other departments and teams within your organization.
• Leveraging technology to do more in less time and at scale.
• Having a growth mindset in areas that can help you improve employee engagement.

Are you ready to unlock the hidden "E" within your organization? Let's start a conversation! Share your thoughts and experiences in the comments below.

Also, if you want to explore creative ways to emotionally connect with employees and boot engagement through more relevant, personalized communications at scale, send me a DM or connection request, or feel free to contact Pirsonal.