When it comes to company revenue and business success, then surely customer experience plays a big part in these achievements? Undoubtedly, it’s responsible for a lot of it. But things aren’t so black and white as that.
In any business, there are a lot of moving parts. Marketing, sales, product, and HR teams will all be vying for their share of the credit for adding to this customer experience in the first place.
And they wouldn’t be wrong either; employees are responsible for a large chunk of the customer experience. Recent research shows that companies with strong employee experience metrics also perform well on customer experience metrics. Further research has also shown that improvements in the former can help to improve the latter.
But let’s rewind. Before we can delve into the link between the two, we’ll take a look at what employee experience is and why it’s important in more detail.