Organisations have known for some time just how much their employee’s experience matters. ‘Inspired’ employees, who feel personally aligned with the values of their organisation are 125 percent more productive than their less inspired colleagues 📈. However, employee engagement initiatives cannot be successful in isolation. The reason, of course, is that employee and customer experiences are inherently linked. For example, McKinsey & Company has found that companies that effectively organise and manage customer experience can realise a 20 percent improvement in customer satisfaction as well as a 30 percent increase in employee engagement. Click the link in comments to read more in this great article from Eduardo Crespo and Customer Experience Magazine (CXM) #cx #ex #customerexperience #exployeeexperience #happycustomers #contactcentre #contactcenter #ai #omnichannel #csat #nps

📢 Exciting News! Josh Bersin has released a case study on Big Lots, highlighting how they are building a culture of innovation and connection through the Firstup intelligent communication platform, saving the company millions. What happened when Big Lots launched “The Beat” — powered by Firstup — within its retail stores to help reach their deskless workers on omnichannel communication? The latest Josh Bersin case study finds that Big Lots saves $10 million and increases employee engagement using Firstup. Download here: https://bit.ly/4eoaa87

CX transcends the boundaries of mere transactions. A great Customer Experience is: Emotionally Resonant A Continuous Dialogue A Key Competitive Edge Evolving with the Customer Quantifiable and Measurable Reflective of Company Values Fueled by Employee Engagement Spurring innovation and creativity The Heartbeat of Customer Loyalty 𝗕𝗼𝗻𝘂𝘀 𝗜𝗻𝘀𝗶𝗴𝗵𝘁: It's about building a community around your brand where customers feel heard, valued, and excited to be a part of your story. Anything you would add? #dcx #customerexperienceis --- - Follow me for random thoughts about leadership, motivation, accountability, CX strategy, and digital transformation (as well as anything else I wind up saying). - Click the 🔔 in my profile to get notified of my posts…

Measuring the success of digital transformation can be complex, but it's essential to track your progress and adjust your roadmap accordingly. Key performance indicators (KPIs) should align with your transformation goals. These might include metrics related to customer satisfaction, revenue growth, process efficiency, and employee engagement. Regularly assess these KPIs and adapt your strategy as needed. Remember, the journey is as important as the destination, and continuous improvement is the hallmark of successful transformations. #digitaltransformation #KPIs #businessstrategy

It's time to stop retail and foodservice employee turnover. This problem has gone on for far too long. It is time to think differently about the problem. I shared my insights with RETHINK Retail on how I have navigated this space and improved turnover and employee engagement, and in turn increased revenue and customer satisfaction. Let's stop the retail revolving door and start improving our employee experience. It all starts with five R's—Recruitment, Right Work, Relatable Training, Resources, and Retention. Learn more in the article below. https://lnkd.in/erEr_fb7 #retailinnovation #turnover #employeeengagement #themindfulinnovator #topretailexpert #foodservice #fastcasual #qsr

EX = CX Whilst their metrics differ, your employee experience (EX) and your customer experience (CX) are both built on the same foundations: Engagement; Satisfaction; Retention; Trust. Qualtrics found that brands with a high employee engagement achieve a 24% higher Net Promoter score (NPS) than their competitors. They also found that 70% of engaged employees know how to meet customer needs, versus only 17% of disengaged employees. Gallup found that creating an engaged workforce makes you 21% more profitable, as well as being 17% more productive. Glassdoor found that where employee ratings improved by 1 star, customer satisfaction scores rose by 1.3 points. Coincidence? After 15 years working across the fashion and retail industry I can confidently say, no. Whether you work in a corporate office, on the shopfloor, back-of-house or across the supply chain, you have customers. From candidates, clients, internal or external partners to suppliers. So, ask yourself who your customer is, what do they need and how can you deliver it. Connecting your EX to your CX leads to commercial business success, but you can’t build one without the other. Focussing on engagement, satisfaction, retention and trust is a win win. #EX #CX #EmployeeExperience #CustomerExperience

Employee Experience = Customer Experience Outstanding customer experience is linked to a happy and engaged workforce. 🔹 According to research, companies with highly engaged employees achieve a 10% higher customer rating and 20% higher sales. 📈 🔹 Another study found that a 5% increase in employee engagement leads to a 3% increase in revenue. 💸 🔹 It's clear: investing in your team directly impacts how your customers perceive and interact with your brand. 💼🛍 Looking to enhance your employee experience? Consider these 3 tips: 1️⃣ Create a positive work environment that fosters collaboration and open communication. 🌟 2️⃣ Empower employees with growth opportunities and recognition for their contributions. 🌱👏 3️⃣ Prioritize work-life balance and well-being initiatives to support a healthy and motivated team. ⚖️💪 #employeeexperience #customerexperience #engagementmatters #employeeengagement #cxleaders #chro #leadershipmatters

The customers' expectations have changed. Today’s customers don’t want to simply choose something, and then go pay. They want inspiration, knowledge and high-quality service throughout their entire experience. How do you deliver on those expecations? Well, one important part is using data 📊 Retail teams today must use data, find insights and integrate improvements into their processes. The data should make the staff’s lives easier so they can serve customers even better. And the tech should act as support for your retail business. Kim Lundvall, Regional Manager at Polarn O. Pyret has this to say: - We might think that we’re doing something effectively, but Maze uses actual data to tell us what we’re good at, and where we can improve. We can then take action and start improving right away. In a world where change happens at extraordinary speed, brands need to react quickly to ever-changing expectations. Curious how Maze uses tech to foster employee engagement and positive customer experiences? Read more here: https://hubs.la/Q02hZhNT0 #retail #phyiscalstores #customerfeedback

Matt Mueller's insights on addressing retail and foodservice employee turnover are both timely and impactful. His approach, centered around the five R's—Recruitment, Right Work, Relatable Training, Resources, and Retention—provides a practical roadmap for improving employee engagement and reducing turnover. If you're looking for innovative strategies to enhance your team's experience and boost your business, I highly recommend Matt's book, The Mindful Innovator. Available in print and on Audible, it's a must-read for anyone committed to creating a thriving workplace. Let's end the retail revolving door and start transforming our employee experience today! https://amzn.to/3z5E3tD

Why is EX important for great CX? Employee experience (EX) entails every interaction between employees and organizations, from recruitment to resignation. Customer experience (CX) on the other hand, involves every interaction a customer has with your brand (throughout their customer journey) and their impression of those interactions. CX focuses on the relationship between businesses and customers, EX focuses on the relationship between businesses and employees. Companies prioritizing EX will see more engaged staff and positive employee experience journeys. A happy employee guarantees a happy customer. As business owner, or organization, how have you treated and empowered your staff in 2023? Take a holistic review of your company employee engagement strategy (hands-on management, conducive environment, career growth etc.), re-invent where necessary, as you strategize for better customer experience and retention in 2024. Merry Christmas in advance 🎄