How to Improve Customer Experience With Employee Experience?

Customer satisfaction is at the heart of many companies’ strategies. Satisfying your customers to keep them is the key to standing out from the competition. It’s not a secret: to ensure that your customers are satisfied, they must have a positive experience at every interaction with your brand.

It goes without saying: knowing how to improve customer experience must always remain a priority. Without customers, your company won’t last long. Providing a memorable and positive experience to your customers is essential for the sustainability of your business! To ensure that your customers are satisfied with your products and services, the service you provide must live up to your customers’ expectations. To do so, you need to make sure you take good care of those who deliver the services daily:

Employee experience and customer experience are closely linked! If your employees have a bad experience at work, it will be reflected in their service. In return, it will negatively impact the way your customers perceive your services and your business. Knowing how to improve customer experience is a key component for any business looking to provide a positive experience.

Download now : -> FREE FRENCH CHECKLIST 10 Good Practices to Integrate New Employees into your Company

Without further ado, find out ind out what factors of the employee experience you can enhance to impact and learn how to improve customer experience in many different ways!

Customer experience is a reflection of the employee experience

What is employee experience?

We’ve heard a lot about the customer experience in the last few years, but what about the employee experience? What are it’s components and how does it impact your customer experience? Before detailing the factors that influence it, let’s start with a short definition of this concept:

Definition of employee experience

The employee experience is defined by how an employee feels while working for a company. It’s not about how the employee feels from Monday to Friday from 9 am to 5 pm, it’s about the sum of how they feel throughout their journey as an employee with you!

The employee lifecycle begins at the pre-hire stage and ends after the exit interview. The employee experience is far from linear: it isn’t a downward slope of motivation, as many tend to believe. The employee life cycle is dynamic. It moves through the various key moments of their journey, whether those moments are professional or personal. For example, the experience of an employee who begins their integration will not be the same when that employee is promoted or evaluated for performance. For these reasons, it is important to regularly take the pulse of your employees’ experience to promote their well-being at work.

The factors influencing the employee experience include company culture, communication, professional development opportunities, benefits and working relationships. It has become increasingly important for companies to understand and manage the employee experience, as it can have a significant impact on productivity, employee retention and customer experience. If you are wondering how to improve customer experience, know that it should start with the employee experience your company provides.

How employee dissatisfaction can harm service quality and work engagement

The state of mind of a person is reflected in their daily actions. If your employees are unhappy, they will provide a lower quality of service to your customers that will negatively impact the overall customer experience of your business. If you are looking for insights on how to improve customer experience, make sure that employee satisfaction among your staff is one of your priorities. Satisfied employees = satisfied customers!

1. Impact on courtesy

When an employee is unhappy at work, the lack of motivation and commitment is quickly felt. This person has less patience, is less courteous, and it shows in their interactions with their customers. A demotivated employee will not go the extra mile and will not try to create a WOW effect when interacting with customers. This employee will do what is asked of them as a minimum. The result? The experience will be negative for everyone when an employee is not fulfilled at work! Making sure your employees are happy so that they are courteous to customers at all times is a good avenue for introspection on how to improve customer experience.

2. Impact on brand image

In addition to diminishing the quality of the customer experience, an employee who is unhappy at work will have a negative impact on the brand image of your company. Indeed, your employees are your company’s showcase, they must reflect your values and make your brand image shine. If your front-line employees are unhappy, unmotivated and not doing their job well, it will tarnish your brand image, as they are the main point of contact with your customers. This will result in negative word-of-mouth that will hurt your reputation. Employees who make your brand sparkle are the key on how to improve customer experience!

3. Verbal and nonverbal communication will testify

Have you ever walked into a store and felt like you were bothering the employees? Imagine this scenario: you walk through the door with a smile on your face, intending to buy a product. Once inside the store, you are not considered. They don’t even say hello. The employee is behind the counter, arms folded, waiting for their shift to end. They don’t want to interact with you and you feel it. You ask them questions about the product you want to buy and they respond with monosyllables, they don’t bother to answer your questions. You feel that they want to get rid of you. You leave the store empty-handed with a negative impression of the company.

Have you ever had a similar experience? If so, we’re willing to bet that it wasn’t your most satisfying experience as a consumer!

Your company is like a mirror reflecting the fulfillment of your employees. If an employee isn’t satisfied at work, it will show in their tone of voice and their body language. Make sure your employees are happy and fulfilled to provide the best possible experience to your customers. This way, your clients will feel the motivation and willingness of your employees to help them. In return, they will be happy to support a company that takes good care of its staff! If you’re asking yourself how to improve customer experience, courteous and understanding employees are definitely the answer you’re looking for!

4. Being unhappy at work weakens receptivity to training

An employee who isn’t fulfilled at work will have difficulty assimilating new information. They will lack the motivation to make the effort to learn new concepts to renew themselves or improve in their role, which they do not want to accomplish. The training will not be taken seriously and the learning time will be useless in this context. Indeed, it is difficult to concentrate when negative feelings are hanging over us. When you are bothered by irritants at work, your head is full and it is difficult to process new information. An employee who isn’t receptive to their training will have a negative impact on the customer experience your company offers. Their knowledge will not be up-to-date and they will not make the effort to find the information they are looking for and provide it to the customer. Employees who are not receptive to training may undermine your plans on how to improve customer experience.

In addition, if the employee is unhappy to the point of considering quitting, you will have spent money unnecessarily to train someone who will not use their skills to achieve your company’s goals.

5. Commitment is a driver for problem-solving

A fulfilled employee is an employee who is committed to their job and the customers they interact with! If your employees are happy at work, they will tend to be more engaged and do everything they can to solve the problems they face. A satisfying employee experience ensures that employees are motivated by the challenges they face daily. They are in problem-solving mode and nothing can stop them! Engaged employees are 100% committed to their work: they take the time to effectively solve problems and are proactive in anticipating them so they don’t happen. It’s a winning recipe to solve how to improve customer experience issues.

On the other hand, an employee who isn’t satisfied with their work experience will feel overwhelmed at the first sign of any problem. Challenges won’t stimulate them; on the contrary, they will discourage them. They won’t have the energy to deal with the more difficult situations that they see as insurmountable obstacles. This will cause some files to fall between two chairs and inevitably lead to customer dissatisfaction.

In addition, an employee who is not invested in their work will tend to want to get rid of a problem as quickly as possible rather than solve it once and for all. They won’t have the anticipation reflex: they’ll let problems come to them, hoping they’ll be taken care of by another member of the team. This can create tension between colleagues and undermine your goal of finding solutions on how to improve customer experience.

6. Strained relations between colleagues tarnish your image

Imagine employees working as a team and arguing in front of your customers. This not only looks bad, but it can also cause irreparable damage to your company’s reputation. Your employees must be aligned with company policies to avoid conflict and maintain a good brand image at all times.

Imagine walking into a store to purchase a product, only to be greeted by employees who seem to disagree. It is difficult to feel comfortable in such an environment. It is likely to discourage you from spending more time shopping there. Even worse, it may cause you to avoid supporting a business that doesn’t seem to have a good internal climate. Employee tensions directly impact the customer experience and can cause significant damage to the company’s reputation. Make sure that the relations between your employees are harmonious if you are looking for areas of improvement on how to improve customer experience.

On the flip side, when employee relationships are positive and there is good chemistry within the team, the work environment is much more pleasant for everyone. Employees who are happy with their work attract customers and make them want to be part of this positive dynamic! Having fun at work is contagious and a great avenue for introspection on how to improve customer experience.

Positive feedback from the employer is the key to a confidence boost and increased motivation

To ensure a positive employee experience for your staff and thus seize control of how to improve customer experience, it is important to take the time to recognize good actions and performance through positive feedback. Positive feedback has a significant impact on your employees’ motivation and self-confidence, as it clearly shows them that their work is appreciated and valued. By taking the time to recognize your employees’ accomplishments and efforts, you are helping to increase their commitment and improve their well-being at work.

Feedback is essential to the employee experience! It is a motivating factor to surpass oneself daily and ensures employee retention. In fact, according to Zippia statistics, 43% of employees who are recognized at least once a week are more committed to their jobs than those who do not receive feedback. In addition, it allows employees to see their shortcomings and improve themselves in their roles. Definitely, it is a significant asset in promoting employee recognition.

The InputKit solution is a turnkey tool that allows you to collect valuable feedback from your customers that will give you relevant insights on how to improve customer experience. With customized surveys, collect feedback from your customers and use that feedback to motivate the troops! In addition, you can use this data to identify your company’s strengths and weaknesses, target areas for improvement and implement training and development programs for your employees. By using real data to evaluate your employees’ performance, you can motivate and encourage them to achieve their professional goals.

Don’t lose potential customers because of a toxic business culture

Your unhappy employees who see the company culture as toxic are fearsome detractors : once they’ll get a chance to vent about their daily work lives, they’ll do it! Your employees all have networks made up of various types of people : it’s not unlikely that there are potential customers in their circle. If your employees talk negatively about your company to their friends and family, it can have a negative impact on your reputation and customer acquisition.

In addition, employees who feel that the corporate culture is unhealthy may be more likely to tell customers about their feelings. Indeed, if an employee encounters an irritant during a service, they may express it in front of the customers and disclose information that could damage the company’s reputation. This can have a negative impact on the customer experience and their perception of your company. It is therefore important to ensure that your employees feel fulfilled and happy in their work to avoid this type of situation.

On the other hand, engaged employees who are happy at work are excellent promoters of your brand image. In fact, they will not hesitate to speak positively about your company to their entourage and to promote your services and products as soon as they have the opportunity! Make sure your employees only have positive things to say about your company culture so you can focus on how to improve customer experience!

InputKit: the answer on how to improve customer experience and employees’ experience as well

Get relevant insights on how to improve customer experience and by doing so, improve the employee experience your organization provides with InputKit’s solutions! With the customer experience solution, gather relevant feedback that will allow you to target your strengths and weaknesses and take your customer experience to another level.

Listening to your employees is the best way to ensure that they have the healthiest experience at work! With InputKit’s employee experience solution, question your staff regularly to get an overview of their level of satisfaction at work. It is an essential tool to target your areas of improvement as an employer and to ensure the retention of your valuable personnel.

Schedule my InputKit demo to improve customer and employee experience

How to improve customer experience to ensure that your employees’ experience is the best possible? Follow our best practices to ensure that your employees’ experience has a positive impact on your customer experience!

Ensure that your employees are satisfied at work so that the quality of service remains impeccable. To achieve this, take the time to discuss the issues they face on a daily basis. Implement internal surveys to measure their satisfaction and commitment to ensure your staff is fully satisfied.

Motivate your employees by giving them regular positive feedback. Show them that they are doing a good job and that their contribution is important to the company! Concrete positive feedback will make your employees feel confident that they are playing a valuable role and will motivate them to give their best every day. This positive feedback will drive a positive attitude among your employees which is good practice on how to improve customer experience.

Have a healthy and respectful corporate culture. This will inspire your employees to have harmonious relationships and have fun at work! It will facilitate collaboration and create meaningful connections between employees. Plus, it will ensure a positive brand image, as your employees will tend to say only positive things about your company!

Need a hand improving your employee experience and, by extension, your customer experience? If so, schedule your free personalized demo of the InputKit solution now to find out how to improve customer experience as well as your employees’ satisfaction. Our team specialized in employee and customer experience will be happy to help you optimize the experience you offer to your staff and your customers!