Customer Experience & Engagement

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 :stuck_out_tongue:

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%).

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