For a Successful CX You Must Have a Successful EX

Shep Hyken


Customer experience

Customer service

Employee Engagement


Article published on

08 August 2018

Your employees’ experience plays a key role in your customers’ experience.

Business decisions in companies are often geared towards reaching consumer satisfaction. But what about employee satisfaction?

It is important to understand that both these elements go hand in hand when it comes to the success of a customer experience program (CX). Indeed, it has been proven that your company’s culture has a considerable impact on the success of a customer experience program. As a result, it is more difficult to successfully implement a customer experience program without first setting up an employee experience program (EX).

But what does employee experience mean? Similarly to customer experience, employee experience represents what your employees go through when they come in contact with your company, in other words what they are living in their workplace. Consequently, every decision made about your employees will have an impact on their experience and motivation at work. In this regard, if your employees perceive that you are prioritizing their well-being, they will do the same with your customers. As the authors suggests, the positive or negative energy circulating within your company will be directly felt by your customers.

It is important to remember that customer experience is everyone’s business, and that employees are at the beginning and end of the value chain. It is therefore essential to prioritize employee experience.

You wish to implement an employee experience program within your company? Do not hesitate to contact us to discuss this further.

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