What is the impact of Employee Experience on Customer Experience?

by Dr. Timo Tischer


Jul 28, 2022

Employee Experience has a positive impact on Customer Experience: The customer net promoter scores of companies with great Employee Experience are 2x higher than those of companies with poor EX (MIT Sloan 2017, https://bit.ly/3Hk8XP7).

This is the result of higher engagement and productivity of employees with positive experiences. They connect better to customers and are more likely to go the extra mile, resulting in superior customer services.

One of our clients, a global retailer, has done the math: Measuring and comparing Employee Experience and Customer Experience across the different retail stores, they found a clear positive correlation between the two. A very powerful argument for EX – as they can exactly quantify the positive effect of higher Customer Experience on the Euro-value of the average shopping bag.

How do you see the relation between Employee Experience and Customer Experience? Kindly share your comments below.

#EmployeeExperience #EX #PeopleExperience #HRTransformation


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