The events of the last twelve to twenty four months have shown a spotlight on both employee productivity and employee experience. A disrupted workforce accelerates changes at an exponential rate. Organizasions had to quickly reinvent the way in which employees worked, creating the right technology experiences virtually and, importantly, maintaining or improving the corporate culture to ensure that workers felt cared for during a difficult time.

But employee productivity does not necessarily equate to a great employee experience in all cases So how does an improved employee experience contribute to better business outcomes? And in particular, does an improved employee experience (EX) contribute to a better customer experience (CX)?

An improved employee experience and higher employee engagement translate to a better customer experience, higher customer satisfaction, and higher revenues for their organisation. In fact, there is a defined causal relationship between EX and CX and that the impact was “large” or “significant” and measurable. Customer satisfaction is a key metric in evaluating employee productivity.

Improved customer experience is an important business driver behind the work transformation initiatives in their organisation

So, what does this mean for your organisation?

First, if you have not already done so, you must establish a robust methodology to measure – and adjust – employee engagement and employee experience on a regular basis, in addition to any ongoing customer experience programs that your business may have implemented. Key metrics include employee satisfaction (e.g., eNPS), health and happiness metrics, diversity and inclusion index and indicators linking digital investments and employees’ behavior.

Some of the important factors that impact employee experience are:

  • Transparency, trust, and communications from employers
  • The availability of a frictionless, collaborative work environment with digital experiences embedded in the flow of work
  • An organisational culture of belonging and inclusion
  • Employee listening, engagement and recognition from management and peers
  • Career development and upskilling opportunities
  • Demonstrated corporate social responsibility

Finally, it goes without saying that a great employee experience can lead to increased talent acquisition and retention. This is especially critical as the world adjusts to a new hybrid work reality that removes some of the geographical limitations on talent, leading to increased competition for that talent.

So, take stock! A great employee experience leads to happier customers – and competitive advantage.