Creating Employee Experiences That Drive Customer Delight

CX Journey

Discover the importance of employee engagement and happiness in driving customer delight. But creating a delightful customer experience can be difficult, especially if you’re focusing solely on the customer. And the people who do that are your employees.

The Business Case for a Great Employee Experience

CX Journey

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

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12 Es Impacting Employee Experience

CX Journey

Image courtesy of Leo Reynolds A lot of elements comprise the employee experience. Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and, sadly, incorrectly so. First and foremost, let me define employee experience.

Be Serious About Employee Experience, Or Don’t Bother

Forrester's Customer Insights

Employee Experience is not a new concept, but more and more CX professionals are dedicating their careers to it. We spoke to CX professionals who either report to HR leaders or who have a joint Customer-HR remit as part of new research to decipher where Employee Experience is at. Employee Experience is not a new […]. customer experience CX employee experience EX people analytics

The New Standard: Why Employee Obsession Matters

Bryce Maddock & Jaspar Weir Co-Founders, TaskUs Next Generation Customer Experience CX Consulting | Digital Transformation | Outsourcing. Standard: Why Employee. Happy Employees Make Customers Happy                        36 The TaskUs Outcomes –. employee.

Virgin Shows Links Between Employee Experience and Customer Experience

Beyond Philosophy

Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees. I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. Valuing Employees is the Foundation for Employee Ambassadorship.

Is The Customer and/or Employee Experience Your Priority?

Maz Iqbal

Before we continue, allow me … Continue reading "Is The Customer and/or Employee Experience Your Priority?". Customer Experience Employee Engagement Leadership / Change / Transformation Management UncategorizedYou may have noticed that my speaking here at The Customer & Leadership Blog has been sparse since 2016. A mere eight conversations so far in 2017. There was a time when I’d write that many conversations in one month. Why the change?

You Need Great Employee Experiences To Create Great Customer Experiences


We think a lot about how these technologies will create enticing customer experiences (CX), making these digital touchpoints the face of the brand. Are CX professionals thinking about the experiences these employees need as they think about customer needs? Workforce Experience.

A Trip to Staples: Why Employee Experience Matters to Customers


A Snapshot of My Customer Experience. I walked up to a locked front door, just as a teenage employee was letting some customers out. Later Thoughts: The Employee Experience. I only know what happened: those employees placed their concerns above mine.

What’s The Impact of a Shitty Employee Experience on the Customer Experience?

Maz Iqbal

Can you deliver a good-to-great customer experience without paying attention to the employee experience? ” There is so much talk about the customer experience and in the process a lot of extra work … Continue reading "What’s The Impact of a Shitty Employee Experience on the Customer Experience?". If you forget theory and look at the practice in large organisations you might just see that the answer is a resounding “Yes!”

A Job or a Journey? Mapping the Employee Experience


There is now a much more holistic view of the benefits of a strong relationship with future, current and former employees actively pursuit former employees. Parallel Customer and Employee Journeys. By Paul Butcher, Agile Marketing Group.

Customer Experience Weekly #7: Employee Experience


Welcome back to the CXW, the once a week roundup of customer experience insights from around the web. This week’s topic is the employee experience. Here’s what we found: The Business Case for a Great Employee Experience. Happy Employees Make Happy Customers?

Time to Hit Refresh on Customer and Employee Experience Design Efforts?

Maz Iqbal

What Matters And Is Missing In Those Who Are Working On Improving The Customer/Employee Experience? I’ve worked with folks working on improving/transforming the Customer Experience. I’ve also worked with folks working on improving/transforming the Employee Experience. Customer Experience Employee Engagement customer experience empathy employee experience Experience design Hit Refresh human centred design service design



I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

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The Human Experience (HX) – the result of all other experiences


When I deliver Customer Experience ‘knowledge transfer’ sessions around the world, I regularly joke that all places of work have had a ‘magic vortex’ constructed at the front door – it is invisible to the naked eye.

Sometimes, It’s the Little Things That Make the Biggest Difference


The details have been engineered into an amazingly simple experience that makes it easy on customers—and easy on the baristas. Customer Engagement Strategy Customer Experience Customer Service Employee Experience Retail Retail Apps apps customer service employee experience retail training

Customers + Employees = People. People = Business. Why Business is all about People


Communication Channels CX Professionals CX Strategy People Awards International customer centric customer experience employee experience Mark Horsley Northern Gas Networks people centric Simon Sinek uk customer experience awards UK Employee Experience Awards If you have ever heard me speak in public, it is very likely you will have endured hearing me recount my favourite quote of all time.

A surefire concept for overcoming negativity in the workplace

Customer Bliss

I’m not even talking about the normal culprits like gossip or ineffective managers confusing ‘accountability’ and ‘scaring their employees.’ That means that less than 1 in 5 global employees is ‘engaged’ by their work. Honor employees.

Using Your Employees' Voices to Transform the Customer Experience

CX Journey

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience?

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Treat Employees Better Than Customers

CX Journey

Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. It's real, and your employees matter!

The New Paid PAID Vacation


Employee experiences are just as important as customer experiences. In fact, if your employees aren’t ready to deliver the kind of experience your brand promises, your customers won’t get the kind of experience they desire.

The 7 Deadly Sins of Customer Experience

CX Journey

Is your company committing the 7 Deadly Sins of customer experience? Of course, as I ran down the list and explained them (in a PG kind of way), I pondered sins of the customer experience. I''ll take a broader stroke in this post and look at customer experience management overall.

The Candidate Experience and the Customer Experience

CX Journey

How well have you thought out your candidate experience? I mean, employees. Herb Kelleher, in his response to being asked his "secret to success," said: “ You have to treat your employees like customers.” Make sure you hire the right employees with diligence and care.

Here’s A Notion Retailers Must Adopt


Customer Engagement Strategy Customer Experience Customer Experience Design Employee Experience Experience DesignNRF’s Big Show (image courtesy of During the second week of January each year, The Jacob K. Javitz Center in New York is home to the National Retail Federation’s annual retail show. It’s called the BIG Show because, well, it’s big. Hundreds of vendors to the retail trade and 30k+ delegates paraded through this […].

Customer Experience Resolutions

CX Journey

Image courtesy of BazaarBizarreSF Are you into making customer experience predictions for next year? Let's resolve to improve the customer experience. analytics customer experience employee experience journey mapping

Boost your internal stakeholders (mostly for free)

Customer Bliss

“Internal stakeholders” refers to employees. Because you also need to focus on internal stakeholders, i.e. your employees. Simplest way to put this forward: if your employees aren’t invested in the work, eventually they will leave.

Why Be a Great Place to Work?

CX Journey

Image courtesy of Unsplash How does your employee experience rate relative to other companies? Would your employees consider the company a great place to work? They have employees who give their personal best by thanking, developing, and caring.

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Employee Engagement: A Confluence of Passion and Purpose

CX Journey

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. What is Employee Engagement? What is Employee Engagement Not?

The 10 Commandments of Customer Experience

CX Journey

Are you following the 10 Commandments of Customer Experiences? The topic of my session was The 7 Deadly Sins of Customer Experience. With the topic of today's blog post, I seem to be on a bit of a spiritual customer experience journey. Thou shalt put employees more first.

Preparing Employees to Deliver a Great Customer Experience

CX Journey

When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. Employees are critical in the customer experience equation.

Grow Your Business through the Power of Listening to Customers

CX Journey

Are you using what you hear/learn to actually design a better experience for them? customer experience employee experience innovation journey map raving fans voice of customer voice of employeeImage courtesy of Leah M. Berry Are you listening to your customers?

Why People Leave Managers

CX Journey

When there's no clarity for employees, when they see leaders fumble around trying to figure out next steps, and when they feel like leaders don't understand the business itself and what they're supposed to be doing, employees begin to question whether they want to continue to work for these folks.

Customer Experience Improvements - A Series of Baby Steps

CX Journey

Image courtesy of Dell's Official Flickr Page I love talking about the customer experience; I could sit for days, answering questions and discussing the finer points of this topic. During our chat, Paolo explored some high-level concepts of customer experience for his audience.

Question Everything

CX Journey

We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Employees change. If employees and leaders are constantly asking questions, they.

Getting Employee Buy-In for Your #CX Transformation

CX Journey

Image courtesy of Todd Quakenbush/Unsplash What tools can you use to facilitate employee buy-in for your customer experience improvement efforts? A couple weeks ago, I hosted a webinar with ZenDesk on the seven steps to customer experience heaven.

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Companies Must Invest in Their Employees Now!

CX Journey

National Customer Service Week is just a month away; it's awesome to set aside time to recognize and to celebrate those employees who work hard every day of the year to support customers. There is a clear linkage between the employee experience and the customer experience.

Employee Engagement Shows on Bottom Line


The Power of Questions

CX Journey

Encourage employees to ask questions, to question everything. The same is true for the employee experience and for the customer experience. You know your employees and your customers are doing that every day. Question everything!

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What Do Your Employees Know About Customer Experience?

CX Journey

Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Company executives say: " We''ll collect feedback from employees later.

Top 10 #CX Challenges for 2016

CX Journey

Image courtesy of Juju Insipired What customer experience challenges are you facing this year? Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year.