The correlation between employee experience and customer experience is clear: if the employee experience is mediocre or poor, employees will generally not care much about the company or the customers, states Phil Geldart in his Entrepreneur article, “Does Your Company Culture Lead to Happy Customers?” On the other hand, IBM found that if “employee experience is positive, and people feel valued and happy, they will care much more about the customer experience and be proud to work for the company,” writes Geldart. Contributing factors for employee experience include physical environment, technological tools, and the organization’s culture. Geldart shares that leaders have a responsibility to mirror how they expect their employees to treat customers. For example, if the “culture is one where employees embrace behaviors such as trust, collaboration, communication, respect, transparency and inclusion, they will, in turn, treat your customers in the same manner as they treat their colleagues,” writes Geldart. Read the entire article for more examples of areas that greatly impact employee experience.
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April 20, 2021
