Happy Employees, Thrilled Customers
Why EX matters just as much as CX – and what to do about it
Imagine, for a moment, a world where every customer doesn’t only buy from you but also shouts your business’s offerings from the rooftops. Imagine a complement of employees who aren’t only working but also thriving – actively contributing to your business goals.
This isn’t a far-fetched fantasy.
It’s what happens when your enterprise rests on a foundation of solid customer experience (CX) plus sound employee experience (EX). Whether you’re handling customer service in-house or collaborating with external partners, the equation is unchanged: quality EX is directly proportional to quality CX.
People power
Human beings are fickle creatures. This is why every customer interaction has the potential to make or break a customer’s loyalty. And getting to gold is undeniably resource-intensive. So let’s look at how you can more effectively use your resources to enhance EX.
The main hurdle
The main hurdle is cultural alignment and employee engagement, especially when it comes to outsourced teams. The last thing you want is a disconnect between those you’ve outsourced to and your own company’s culture, values, and overall CX strategy. This can lead to inconsistencies in service delivery and a diluted brand experience for customers.
We have a solution.
It’s what happens when your enterprise rests on a foundation of solid customer experience (CX) plus sound employee experience (EX). Whether you’re handling customer service in-house or collaborating with external partners, the equation is unchanged: quality EX is directly proportional to quality CX.
People power
Human beings are fickle creatures. This is why every customer interaction has the potential to make or break a customer’s loyalty. And getting to gold is undeniably resource-intensive. So let’s look at how you can more effectively use your resources to enhance EX.
The main hurdle
The main hurdle is cultural alignment and employee engagement, especially when it comes to outsourced teams. The last thing you want is a disconnect between those you’ve outsourced to and your own company’s culture, values, and overall CX strategy. This can lead to inconsistencies in service delivery and a diluted brand experience for customers.
We have a solution.
The 3 phases of building a high-performance CX machine
Step 1: Source it right
You want to build teams that naturally elevate your customer service. They must align with your culture. They must have the potential to grow your business and grow with it.
Step 2: Nurture relentlessly
Once you have the right people on board, shift your focus to nurturing their skills. Whether you’re spear-heading ongoing training programmes and initiatives, or relying on your outsource partner to do so, you’ll ensure that your teams thrive in shifting sands.
Step 3: Eye on the prize
Keep continuous improvement and learning on a loop. Your investment in EX translates into measurable CX outcomes, and so on, repeatedly. When the approach is holistic and consistent, your teams can adapt to changing markets and technology. A final word on outsourcing
Approach it carefully. The age-old adage by Peter Drucker, “Culture eats strategy for breakfast,” is a favourite corporate cliche for a reason. An ideal outsourcing partner is a natural extension of your organization, embodying your company’s values and ethos to such an extent that they feel like the team members you would choose for yourself. After all, the success of your CX efforts hinges on those who deliver it.
Approach it carefully. The age-old adage by Peter Drucker, “Culture eats strategy for breakfast,” is a favourite corporate cliche for a reason. An ideal outsourcing partner is a natural extension of your organization, embodying your company’s values and ethos to such an extent that they feel like the team members you would choose for yourself. After all, the success of your CX efforts hinges on those who deliver it.
