Connection between CX and EX
Your customer experience will never outperform your employee experience for long.
That’s why I think we need to stop asking:
“How do we improve EX?” and “How do we improve CX?”
…and start asking:
Where does employee experience become customer experience?
Here’s a simple way to find out:
1. Map the customer journey. Identify the moments that have the biggest impact on loyalty, trust and recommendation.
2. Put the employee journey underneath it. Who actually delivers each of those moments? What do they have to do internally to make it happen?
3. Connect the data. Don’t look at eNPS/NPS/CSAT in isolation. Look for patterns by location, team, process and customer touchpoint.
4. Fix the shared pain points. The most interesting problems are often painful on both sides.
Slow approval for employees - slow answer for customers. Poor tools for employees - inconsistent service for customers. No decision-making authority - endless customer escalation.
5. Measure both sides of the change. If you redesign an employee process, did CX improve too? If you redesign a customer journey, did you make employees’ work easier or harder?
The goal isn’t to make employees happy so customers magically become happy.
It’s to design an operating system where doing a great job for the customer is also a great experience for the employee.
That’s where EX and CX stop being two variables.
They become one.
What’s one internal employee pain point in your company that customers probably feel too?
