Customer Experience Podcast

Happy Employees Make Happy Customers

When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this is logical. However, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and their Customer Experience suffers for it.

This episode of The Intuitive Customer dives into Colin’s new book on the subject ‘Happy People Make Happy Customers’ and we explain why the experience you provide your employees is just as critical as the one you want to deliver to customers. With special guest, Michael Lowenstein, author of Employee Ambassadorship and Beyond Philosophy’s employee engagement expert, we explore how your Employee Experience contributes to how customers feel about your company and why you should design one that is complementary with your Customer Experience strategy.

The question is, how do you get happy employees? The answer is harder to do than it is to answer: To get happy employees, you must design an experience that makes them feel emotion toward your organization that drives value for you. In other words, your Employee Experience strategy is to create one that makes it possible to deliver the Customer Experience you want.

Lowenstein, who instructs on this concept, explains that with the Employee Experience, you have to understand the emotional bits of it the same way you do a Customer Experience. Then, you can determine how they link with the emotional components of the Customer Experience you have designed. When you get these parts aligned, your employees feel an emotional bond with your company, a commitment to the value proposition of your organization, and a strong sense of duty to deliver on it for customers.

In our global Customer Experience Consultancy, we see the most opportunity in this alignment of the emotional components. Many companies do an excellent job of this. However, the majority do not, and many have a long, long way to go in this effort to provide an exceptional Employee Experience.

For most companies, the issues stem from the following problems:

1. Lack of commitment: It is difficult to put the customer first and improve the employee experience at the same time. It takes time, energy, and resources, which can be in short supply for most companies.
2. Management oblivion: Sometimes, the people in charge are too far removed from the day-to-day to recognize the issues with their teams’ experience.

3. Incentivizing the wrong things: That which gets incented gets done. When you reward other initiatives, you do not emphasize the proper actions that support improving the experiences for employees or customers.

It is all about human behavior. The same principles apply with employees as they do with customers. You must treat them with the same eye for detail and with a focus on evoking the proper emotions. 

Listen to the podcast in its entirety to learn more about how you can create an Employee Experience that promotes the environment necessary to deliver the Customer Experience you want.

The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.

If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization’s marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

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