How To Align Customer Experience And Employee Experience?

By Author: Josh
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Employee Experience (EX) is a business function focused on monitoring how employees act, feel, or think during every stage of their journey within an organization. EX is a massive driver of engagement. Various studies have found that organizations that have engaged and motivated employees perform far better than their competitors in all areas.

As the name suggests, customer experience (CX) is the feelings, opinions, and responses of customers after they interact with a business or its products and services.

To put it simply, it is the total interactions customers have with the brands and employees who serve them. It includes everything starting from the experience of receiving goods or services, to ordering online, interacting with sales and service representatives, paying for products and services through a payment gateway, or sharing feedback about the product or service itself.

How is customer experience related to employee experience?

No doubt customers’ experiences define a brand whether you use a call center solution to provide excellent customer experience or offer on-site support for the ...
... same. But the experience is delivered by employees. If the EX is not taken care of, it can negatively impact CX in various ways. That’s why aligning EX with CX is extremely critical for customer-facing businesses, especially organizations that have a customer service department and run dedicated contact centers.

How to align customer experience with employee experience?

Employee experience and customer experience are inseparable. They are two sides of the same coin. By aligning EX with CX, organizations can drive employee engagement and satisfaction, create more meaningful customer experiences, as well as a more unified organizational culture. Here are a few ways to go about it:

Assess the impact of aligning EX with CX

Aligning EX with CX should be the foundation of your business objectives or goals of your call center that uses the best call center software. That’s why you must assess the impact of the alignment extremely methodically. Instead of determining the success metrics of both EX and CX in isolation, make sure that you track their mutual benefits. Consider adopting a dual metric strategy, in which you can easily measure any considerable change to an EX based on the insights of CX.

To measure the changes, take feedback from customers and employees. This can be done using one of the call center solutions offered by the top contact center software provider that have incorporated survey and feedback modules in the software. Apart from that, measure the changes in performance metrics such as productivity, customer satisfaction, and sales. It will enable you to understand if the changes have a positive or negative effect on both the EX and CX.

Facilitate communication between departments

To align EX with CX, do whatever it takes to facilitate interdepartmental communication. When various departments within an organization have open communication and a high degree of transparency, then all employees know what they must do to contribute towards a common goal and are on the same page. That enables them to collaborate in a much more efficient and effective manner.

Interdepartmental communication boosts employee satisfaction and productivity in multiple ways. It also enables employees to understand customer needs and preferences in a much better manner. This ultimately encourages employees to provide exceptional customer experience.

This is possible to implement using an IP PBX solution. One can also use a call center solution with custom features of internal communication or intercom.

Integrate EX and CX efforts into your business’s core

Make sure that all EX and CX initiatives within your business are closely aligned with the organization’s core values, goals, and objectives. Only that would ensure the initiatives are successful and have a lasting impact.

Integrating both EX and CX efforts into your business’s core also ensures that your organization is focused on the right initiatives.

Foster an environment of collaboration and innovation

Even as innovation is indispensable for every organization’s long-term growth and strategic advantage, it’s extremely crucial for the experience of both employees and customers. That’s why, to align EX and CX, you need to stimulate an environment of innovation.

Apart from that, you need to focus on the collaboration between your employees and customers. After all, they are the partners in your business’s success. When employees and customers work together, they can create a more unified and positive experience.

Nurture a customer-centric mindset

A customer-centric approach refers to a framework that focuses on positive customer experience at each customer journey stage. This can be mapped using the best call center software. The best way to foster a customer-centric mindset is to focus on employees. According to the legendary entrepreneur Richard Branson, employees come first and if you take care of your employees they will take care of the customers.

Therefore, to ensure EX is aligned with CX, nurture a customer-focused culture. Encourage your employees to think like customers, and to put the customer’s needs at the center of their work.

Link EX and CX programs

The first step to having a high employee experience and customer experience program is to link EX and CX programs. Make sure that employees understand the customer’s journey and the impact their work has on the customer experience.

Employees should also be aware of the company’s customer service goals and strategies. They should be aware of customer feedback, customer surveys, and customer experience metrics that the company is tracking.

Unified communication

According to Steve Jobs, organizations must start with the customer experience and work their way back toward technology. It must never be vice versa. To add just a minor thing to the statement, customer-facing businesses need to start with employee experience and customer experience, and they must leverage technology to create a seamless experience for both employees and customers alike. This is the reason top contact center software providers have integrated omnichannel communication into call center solutions.

That’s exactly what Unified Communication (UC) does. It enables employees to collaborate and communicate with each other as well as with customers, irrespective of their location and time zone. Moreover, unifying communication can streamline customer interactions and help customers easily access all information they need.

For more information please visit https://www.acinfosoft.com/call-center-solutions/