EPISODE · Jan 28, 2019 · 10 MIN
Customer Experience Vs. Employee Experience
from Business Problems Solved Podcast · host Lee Houghton
Customer experience is seen as the battlefield where businesses compete but do businesses really understand the impact of not focusing on their employees? In this episode, Lee discusses the correlation between the customer and employee experience. He explains how to achieve successful alignment between them and the positive impact it will have on your business. KEY TAKEAWAYS The way people in your business are treated can impact directly on the experience of your customers. It is vital to enable your employees so that they will be able to deliver for you. Companies invest heavily in trying to understand and improve ‘the customer experience’. Every opportunity to survey the customer is utilised and the data collected is swiftly acted upon in the drive for improved engagement. But many organisations only have an annual survey for their employees. An annual survey doesn’t capture how employees are feeling throughout the year. It is important to capture data across different times so that you gain a detailed understanding of your employees. Analysing employee feedback and acting upon it will enable you to deliver positive employee engagement and also an improved customer experience. There is a direct correlation between customer experience and employee experience. To succeed you need a desire and a shared vision of where you want to get to. There must be an alignment between your business purpose, your customer strategy and employee engagement vision. BEST MOMENTS ‘Dealing with people is arguably the biggest cause of variation in a business’ ‘Try to understand how your employees feel in the work environment’ ‘You need to have alignment with both customer and employee experiences to be successful’ ‘It could be argued that employees are your customers’ ‘Ultimately they are all people, this is a people engagement strategy’ ‘Understand they are all different, but ask them as often as possible about how they feel about their experience’ VALUABLE RESOURCES https://itunes.apple.com/gb/podcast/business-problems-solved-podcast/id1444154403?mt=2 ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 [email protected] www.linkedin.com/in/lhoughton/
What this episode covers
Customer experience is seen as the battlefield where businesses compete but do businesses really understand the impact of not focusing on their employees? In this episode, Lee discusses the correlation between the customer and employee experience. He explains how to achieve successful alignment between them and the positive impact it will have on your business. KEY TAKEAWAYS The way people in your business are treated can impact directly on the experience of your customers. It is vital to enable your employees so that they will be able to deliver for you. Companies invest heavily in trying to understand and improve ‘the customer experience’. Every opportunity to survey the customer is utilised and the data collected is swiftly acted upon in the drive for improved engagement. But many organisations only have an annual survey for their employees. An annual survey doesn’t capture how employees are feeling throughout the year. It is important to capture data across different times so that you gain a detailed understanding of your employees. Analysing employee feedback and acting upon it will enable you to deliver positive employee engagement and also an improved customer experience. There is a direct correlation between customer experience and employee experience. To succeed you need a desire and a shared vision of where you want to get to. There must be an alignment between your business purpose, your customer strategy and employee engagement vision. BEST MOMENTS ‘Dealing with people is arguably the biggest cause of variation in a business’ ‘Try to understand how your employees feel in the work environment’ ‘You need to have alignment with both customer and employee experiences to be successful’ ‘It could be argued that employees are your customers’ ‘Ultimately they are all people, this is a people engagement strategy’ ‘Understand they are all different, but ask them as often as possible about how they feel about their experience’ VALUABLE RESOURCES https://itunes.apple.com/gb/podcast/business-problems-solved-podcast/id1444154403?mt=2 ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHOD You can contact Lee Houghton on 07813342194 [email protected] www.linkedin.com/in/lhoughton/
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Customer Experience Vs. Employee Experience
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