Employee experience = customer experience

Connecting the two

Jul 9, 2019 | Feature

Have you ever had conflicting opinions on a brand because you love their products, but never have a great experience shopping with them? 

Us too.

In 2019, with the amount of choice available, and the ability to leave public reviews on literally any business/product/vegetable or mineral in your life, there is no room for poor customer experience.

Luckily, businesses have caught on to this, and are focused on improving the experience they offer to their customers. In our opinion as internal communicators, a big step in making this happen is taking a look at your employee experience in the first instance.

How your employees feel about their roles, and their employer in general, will have at least some impact on the service they provide to your customers, and their colleagues too (but that’s a whole other story).

Basically, happy employees = happy customers.

It’s a simple and effective notion but, in the past, whether through lack of resource or lack of understanding, employee experience hasn’t always been high on the priority list.

We’re happy to say that’s changing, and at Words&Pictures, we’re lucky enough to be helping businesses make this change. 

Employee experience covers a lot more than people might expect. It’s more than a bonus structure, the odd bit of training and a party at Christmas – not that we’d ever violate the sanctity of the Christmas party – it comes right down to how employees feel valued, and the day-to-day support they have.

It’s not a one-size-fits-all approach, and is totally dependent on the industry, size and location, to name just a few things. 

We’re not just saying this because we’re passionate about all things internal communications (honest!) but outstanding communication underpins a great employee experience. The trick is taking a snapshot of the different roles, touchpoints and communication requirements, and using this as a starting point.

The rest, as they say, is history!

Invest in your employees and your customers will thank you for it…


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