When your employees love your business, they’ll love your customers By Isabelle Harris
Customer experience is at the front of every organisation’s mind; from small businesses that work intimately with customers to large organisations that have hundreds of clients. It’s integral to driving business development and engagement. Among CX professionals, the connection between employee experience (EX) and customer experience (CX) is being viewed as increasingly vital. And to deliver a truly exceptional customer experience, companies must ensure their employees are passionate about their mission and well supported in the workplace.
Lisa Dowie, Chief Customer Officer at PEXA, speaking at a recent CXFocus event, shared that employee experience needs to respect everything from individual differences and home lives to mindsets and capabilities. “Just like we segment customers, we
Meeting the needs of customers need to do the same with employees In this age of technology and particularly in the aftermath of COVID-19, today’s customers are demanding more. Naturally, organisations have to rise up and meet these expectations. For savvy organisations, this is where cultivating strong EX is key. Employees that are nurtured and valued at work inherently perform better, which in turn encourages them to go above and beyond for their clients. 10
to ensure we are addressing their needs, attitudes and behaviours.
“The pandemic reminded us and illuminated that work is not a place we go, but something that we do. If our customers are the heart of our business, it’s our employees that make that heart beat,” she said.
Putting the spotlight on EX In sharing these insights, Lisa also explained that while PEXA’s digital business remained open through
