In today’s competitive business landscape, providing a positive customer experience (CX) has become critical for companies looking to differentiate themselves from their competitors and drive higher business growth.
However, what many companies fail to realize is that a positive employee experience (EX) is equally important in achieving these goals. By aligning CX with EX, companies can create a virtuous cycle that drives business growth and success.
In this article, we will discuss how aligning CX with EX can help fuel business growth and how Experience.com’s platform can help clients achieve this alignment.
What is CX and EX?
Before we delve into the importance of aligning CX with EX, it’s important to understand what these terms mean. CX refers to the sum of all interactions a customer has with a company throughout their customer journey. It encompasses everything from the first touchpoint to post-purchase support, and includes every interaction the customer has with the company, such as browsing a website, interacting with customer service, and receiving marketing emails.
On the other hand, EX refers to the sum of all interactions an employee has with a company throughout their employee journey. It encompasses everything from the recruitment process to onboarding, training, and career development. A positive EX can lead to higher employee engagement, job satisfaction, and retention.
But why align CX with EX?
There are several reasons why aligning CX with EX is crucial for business success.
Firstly, employees who have a positive experience at work are more likely to provide a better customer experience. When employees are happy and engaged, they are more likely to go the extra mile to ensure that customers are satisfied. In fact, a study by Gallup found that companies with engaged employees outperform those without by 202%.
Secondly, aligning CX with EX can help companies create a consistent brand image. When employees are aligned with the company’s mission and values, they are more likely to communicate that message to customers in a consistent way. This can help create a strong brand identity and increase customer loyalty.
Finally, a positive EX can lead to higher productivity, creativity, and innovation. When employees are happy at work, they are more likely to be productive and come up with new ideas that can help the company grow and innovate.
Experience.com’s platform can help clients align CX with EX by providing tools and resources that enable companies to collect feedback, analyze data, and create personalized workflows that drive business outcomes.
The platform’s CX solution enables companies to collect feedback from customers and turn that feedback into actionable insights. The EX solution enables companies to collect feedback from employees and create a culture of recognition and celebration.
Experience.com’s platform also enables companies to create personalized workflows that drive business outcomes. For example, if a company wants to increase customer loyalty, they can create a workflow that incentivizes customers to become members and provides personalized incentives for members to stay loyal. By providing personalized and engaging experiences, companies can create loyal customers who are more likely to recommend the company to others.
According to Scott Harris, CEO of Experience.com, “By aligning CX with EX, companies can create a virtuous cycle that drives business growth and success. Our platform is designed to help clients achieve this alignment by providing tools and resources that enable them to collect feedback, analyze data, and create personalized workflows that drive business outcomes.With a strong focus on customer experience, companies can create loyal customers who are willing to advocate for their brand, resulting in increased revenue and growth. However, to achieve this, it is essential to ensure that employees are engaged, motivated, and satisfied, as they are the ones who are responsible for delivering the customer experience. This is where EX comes in.”
According to a recent survey, companies with engaged employees outperform those without by 202%. Furthermore, companies with high levels of employee engagement have customer retention rates that are 18% higher than companies with low levels of engagement. These numbers clearly indicate that companies that invest in EX and align it with CX can significantly impact business growth.
Scott Harris believes that companies need to focus on creating a positive experience for both customers and employees. He says, “At Experience.com, we understand that the employee experience is just as important as the customer experience. In fact, they are interdependent. Happy employees lead to happy customers, and happy customers lead to business growth. Our platform enables companies to measure and improve both the customer and employee experience, creating a positive feedback loop that fuels business growth.”
Experience.com’s platform is designed to collect feedback, share feedback, escalate feedback, monitor feedback, report and analyze feedback, and power business outcomes with workflows. The CX platform is built to collect, share, escalate, monitor, report and analyze feedback, and power business outcomes with workflows. The EX platform is built to be in a constant feedback loop with every employee. It gets employees to recognize and celebrate each other. It helps recruit, onboard, retain, and analyze employee needs and sentiment. The RX (reputation) platform is built to take customer feedback and share it everywhere.
Rebecca Harris, Director of Marketing at Experience.com, states that the platform’s ability to align CX with EX is a game-changer for businesses. She says, “Our platform is unique in that it allows companies to measure and improve both customer and employee experience, ensuring that they are aligned. This is critical for business growth, as it leads to increased customer loyalty, employee engagement, and ultimately, revenue growth.”
Experience.com’s platform enables companies to deploy solutions in minutes that competitors take months to deploy. It is an open platform that can connect to any other platform, and has a vast set of features and products to help companies send personalized campaigns at any moment. It has workflow management that allows companies to power most any business outcome.
For instance, if a hotel like Marriott wants to deliver great customer experiences and convert more Bonvoy membership, the platform can be set to do this easily. The platform can connect to the data so that the company knows whether or not they are already members. After check-in for non-members, the platform can ask them how their check-in experience was. If they are happy, and they are not a Bonvoy member, the platform can incentivize them to become a member instantly.
In today’s competitive marketplace, companies that prioritize both customer experience (CX) and employee experience (EX) have a better chance of achieving sustainable growth and success.
By using Experience.com’s platform, businesses can collect and analyze valuable data from both customers and employees to gain insights into areas of improvement and identify opportunities for innovation. With a strong focus on CX and EX alignment, businesses can foster a culture of engagement, satisfaction, and loyalty among their workforce and customer base. Ultimately, this can lead to increased revenue, customer retention, and brand reputation, making CX and EX alignment a crucial factor in driving business growth.
