Connect employee and customer experience
Every business wants to deliver a great customer experience, but experience-led businesses understand that this is only possible when you deliver a great employee experience first. After all, how will you delight customers if the employees who serve them are struggling behind the scenes?
In fact, an organization's overall efficiency, profitability, and competitive advantage are directly tied to employee engagement and satisfaction. Companies with highly engaged workforces outperform their competitors by 147% in earnings per share.
You need to shift from inside-out thinking to an outside-in mindset. Look at the experience you want your customers to have, then spend time developing a seamless working environment that empowers employees to deliver it.
Also, allow employees to input into the design of their own experiences – just as you do for customers. Because when a positive experience runs deep for employees, customers feel it too.
In our ever-changing world, every business must become experience-led to develop the agility they need to drive differentiation, revenue growth, and market share. In the experience economy, that's how your business will take the lead and thrive.
To learn more about the connection between employee and customer experience, read our 'Reimagining the employee experience' point of view.