Customers will never love a company until the employees love it first. – Simon Simek
This quote reflects one of the biggest disconnects in customer experience – focusing only on the customer experience.
It makes sense. Heck, that’s our name! Why wouldn’t we? But focusing only on the customer without regard to the employee experience leads to missed opportunities and sub-optimized efforts.
I had the great honor to co-present on this topic with Darin Byrne, Wolters Kluwer’s VP of Client Experience. We made three primary arguments to our CX audience:
- CX Fails Without Engaged Employees
- UX is Critical to Employee Experience
- Employee Experience Needs to be Part of Your Day Job