Customer experience is the trend of the century that is continuously increasing its significance as the key factor behind business success. Good customer experience and high customer satisfaction are an integral part of business success and growth and they simply cannot be overlooked any longer. The significance of customer experience isn’t going to decrease in the future either but alongside it, the other side of the same coin has gained momentum: employee experience – and justifiably so.
Employee experience is transmitted directly and indirectly to customers
Employee experience includes everything an employee encounters, observes and feels during the entire time they work in an organization. It entails the management, the physical environment, the technology in use and the workplace culture. Thereby, employee experience covers a vast amount of experiences that are likely to vary daily but that have an enormous impact on employee wellbeing, engagement and productivity levels, self-development and competence building, amount of sick days and employment length. The wellbeing of employees is transmitted directly and indirectly to customers and has a significant impact on the formation of customer experience. Studies show a link between customer and employee experience: the better the customer experience, the better the employee experience. And vice versa.
It is worthwhile to measure workplace wellbeing regularly and more often than once a year precisely because it varies so often and significantly and is dependant on both big and small factors within the organization. Light and regular workplace wellbeing surveys communicate to employees that their opinions and wellbeing matter and help engage employees to the organization. Also they enable tackling possible problems immediately and they reveal more about the true wellbeing of employees than broad, comprehensive employee surveys. Employee surveys obviously serve their own purpose but their aim and purpose is different from more frequently executed pulse measuring.
Workplace wellbeing increases work productivity and business profitability
Both agile and broad workplace wellbeing surveys are of course completely useless if their results are not used to develop organizational operations and activity and workplace culture. Employees will notice if their feedback and problems are ignored. Measuring workplace wellbeing can increase work productivity and business profitability only if the results are systematically utilized to do so, just like with measuring customer experience. Increasing workplace wellbeing have various other benefits that too are only realized when workplace wellbeing is managed according to data gathered.
Employee and customer experience go hand in hand and it’d be useful to integrate their measuring so that the results can be compared and possible repeating patterns and significant causation can be detected. Whether you measure them together or separately, the most important thing is to recognize their central role as the catalyst of success and growth and use their results as efficiently as possible in all business development.