C U S T O M E R
EX to CX : 8 things you could do differently.
Aligning your customer and employee experience programs is an essential step in transforming your organization around experiences.
With your people motivated, engaged and enabled, you can deliver positive experiences for your employees, your customers and the business’ bottom line says Elizabeth Kampf in a well researched article.
1. Start with meeting employees’ needs
2. Create a joint team focused on CX and EX
3. Align your internal values and cultural norms with customer outcomes
4. Put your employees in customers’ shoes
5. Provide an outlet for the employee voice
6. Recognize and incentivize employees appropriately for customer outcomes
7. Use local leaders to create empowering environments
8. Deliver customer insights to employees and involve them in closing the loop