The Surprising Link Between Customer Experience and Employee Engagement

The Surprising Link Between Customer Experience and Employee Engagement 960 641 C-Suite Network

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How would your customers describe their experience with your firm?

Please take a moment and rate the Customer Experience (CX) that you believe you deliver:

  • Better than all companies in any industry
  • The best in our industry
  • Considerably above average in our industry
  • Slightly above average in our industry
  • Average for our industry
  • Slightly below average in our industry
  • Considerably below average in our industry

Now, what CX would you like to deliver within 3 years?

CX in 3 years
CX in 3 years

Temkin Group Q1 2017 CX Management Survey

CX in 3 years

Data: Q1 2017 CX Management Survey of 180 organizations with $500 million or more in annual revenues

According to Aimee Lucas, Customer Experience Transformist and VP at Temkin Group, 55% of all the companies surveyed want to be best in their industry or better than all companies in any industry when it comes to the level of CX they deliver they deliver within three years. That’s a big crowd wanting to get into a small, small slot.

As Aimee and I caught up at the recent North American Employee Engagement Awards it became crystal clear: it’s time to stress the connection between Employee Engagement (EE) and CX. Now.

Customers today have a louder voice (think Yelp and other rating sites), have access to more information on you and your competitors, and as a result expect an increasingly awesome experience. And they should.

Meanwhile your competitors are launching new products and services faster than ever before, and are consistently raising the bar on CX. And they should.

So what’s an organization to do?

Arm yourself with these 3 CX-Boosting Strategies!

3 CX-Boosting Strategies

1) Become A CX Leader — By Focusing First On Employees

CX leaders (companies whose CX is significantly better than their competitors) have more engaged employees. Here’s what Temkin Group found:

CX Leaders
Temkin Group Employee Engagement Benchmark Study, 2017

CX Leaders

Base: 5,552 U.S. consumers employed in for-profit organizations

How exactly does engagement…