DAY IN AND DAY OUT, employees carry the torch for the values and mission of their organization. They are the facilitators of every moment that matters — all of the positive connections and the negative pain points encountered by both customers and their fellow employees. While many leaders recognize the impact of seamless customer experience (CX) on an organization, the role played by employee experience (EX) has yet to be fully appreciated.
It’s time to change that: My research shows that an increased focus on employee experience can increase revenue by more than 50 per cent, and profits by nearly as much. Companies with high CX and high EX exhibit a three-year compound annual growth rate almost double (8.5 per cent) those with low CX and EX (4.35 per cent). Put simply, if you want happy customers, start with your employees.
To reap the rewards of this mindset, the needs and preferences of both your customers and your employees must be considered with every decision that is made, whether large or small. As a result, this approach requires an entirely new operating mindset for leaders: The Experience Mindset.
Connecting the Dots
As the former Growth and Innovation Evangelist at , I intuitively knew that CX
