How to Create Winning Customer Experiences with Employee Engagement Strategies
Happy Team, Happy Customers
Guest Author: Heather Younger, Customer Fanatix Founder & CEO
Which comes first: the employee or the customer? This is a constant question that businesses of all sizes face as they struggle to balance employee and customer needs. There are plenty of arguments to be made in favor of putting the customer first every time. After all, without customers that are ready and willing to buy, it is impossible to support and maintain a business and the employees that serve that business. Supports of this mentality believe that businesses should focus 100% of efforts on delighting customers if they stand any chance of being successful.
However, we have all heard the “Employee first, customer second” philosophy on growing and maintaining a flourishing business. Supporters of this philosophy believe that companies should put employees first in all situations, and the rest will fall into place.
Why does employee engagement matter to my customers?
My personal experiences in employee engagement have shown me that an effective employee experience strategy directly affects the customer experience. When my clients want to transform their customer experience, they often list off well-known companies that are praised for excellent customer experiences and ask what they can do to achieve the same results.
When I get these types of questions, my answer often surprises clients: It’s very exciting that you’re prepared to move forward with a customer experience strategy, but let’s take a look at your employee experience strategy first. Continue reading “How to Create Winning Customer Experiences with Employee Engagement Strategies”