Customer experience management can be directly linked to how the employee experience — that is, how well they understand and view their workplace. It’s easy to understand that if the employees are unhappy, their performance will be subpar, thus giving the customer a less-than-stellar experience. Customer experience management, therefore, must include management of the employee experience as well.
Business strategy states that the best brands are often built from the inside-out. How well a company stands the test of time hinges on whether the employees — the public face of the company — are happy or not. If they’re unhappy, they may represent the brand in a way that leaves the customer with a bad taste in his mouth. A bad taste means a bad experience, which means an unhappy customer and difficult customer experience management. And unhappy customers tell other potential customers to stay away.
In other words, if your employees ain’t happy, ain’t nobody happy.
Employees, like children, are very observant. When they see their managers say one thing and do another, or not follow through with certain promises, employees become disheartened and resentful of the company. This attitude follows the employee all during his workday, affecting every person he or she touches, employees and customers alike.
Many companies are quick to tout their employee-focused atmosphere, and surely, a few standouts may come to mind. However, the majority of companies who make noise about their employees “being their most important asset” have, in reality, lost the trust of their employees.
When employees are given inferior tools and training, they lose faith in their employer and their ability to do their job. This lack of assurance and backing can lead to poor customer experience management.
The first place to start with customer experience management is with your employees. They will need to be given the tools they need to succeed, and the assurance that the employer values truly them. Happy employees are more likely to stick around in a company, gain tenure, hone their company-specific skills and knowledge – and thus, lead to better customer experience management as well as happier customers.