Hi! I’m wondering what experiences and information people might have around the impact of the customer experience on employee engagement. To what extent has the customer experience been found to be a driver of engagement? Has anyone measured this through an engagement survey and what did you notice?
Hi Cass, I think the formula goes the other way. What impact does employee engagement have on the customer experience? Hate to say it, but I’m not staying at a company that stinks, even if my customers are awesome. I’ll go somewhere better and take them with me
Hi Cass, I am not sure about customer experience on employee engagement, but I know that Gallup have a lot about the effects of higher engagement on customer experience.
Hi Cass, I don’t have a lot of empirical evidence, but I suspect that the link between customer experience and staff engagement is bi-directional. Conventional wisdom suggests that looking after our people increases the chances of our people looking after our customers. I would suggest that if customers are happy with the services/products of an employer, that helps with staff engagement also (no-one wants to sell/support a “lemon”). Anecdotally, my current employer has strong customer satisfaction (most of our corporate customers have been with us for 15+ years) and strong engagement (81% in Nov 2020). I have worked previously with a large bank which had lower customer satisfaction and lower staff engagement (59%).