Shifting to the Employee Experience (EX) Mindset

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Top Takeaways:

• Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them.

• Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate.

• If you are going to do something for your customers to enhance their experience, make sure you recognize its intended or unintended impact on your employees. When you implement changes to improve CX, make sure you are not increasing the difficulty for your employees to do their jobs.

• Companies have over-pivoted the customer experience at the expense of all else. You need to be flexible because when you pivot, you turn your back on something.

• 54% of the C-Suite believe that the technology their employees use is effective for them to do their job. Only 32% of employees agree with that statement, and only 20-ish% of customer-facing employees agree.

• To bridge the disconnect between the C-suite and the frontlines, executives need to spend more time understanding the experiences of both their customers and their employees.

• Do an inventory of the top five KPIs you are currently tracking for customer experience and see if you have a correlating one for employee experience. For example, if you are measuring Net Promoter Score (NPS), pay attention to Employee Net Promoter Score (eNPS).

• Tiffani shares highlight from her latest book, The Experience Mindset: Changing the Way You Think About Growth, including an intentional approach to happy employees for every team in your organization.

• Plus, Shep and Tiffani share what happens when executives actually spend time with customers (with examples from Starbucks and Microsoft). Tune in!

Quotes:

“The customer should be at the center of all your decisions. They are your true north.”

“Focusing on employee experience and happy employees is not about creating a role or a group. It is not about budget, headcount, or who has control. It is about shifting the mindset.”

“Often the C-suite is not aware that there is lack of integration, outdated tactics, broken processes, and access to data in companies that affect customer-facing employees the most.”

“Many executives don’t use the tech their employees use. They do not experience inefficiency, yet they are very focused on productivity. They focus on the customers, but they are not aware of what systems, tools, and training are in place that allow or inhibit their employees to be the best that they could be.”

About:

Tiffani Bova is the global customer growth and innovation evangelist at Salesforce. She is the Wall Street Journal, bestselling author of Growth IQ. Her latest book, The Experience Mindset: Changing the Way You Think About Growth, is now available on Amazon.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:

1. Why is employee experience important?
2. How can improving both employee experience and customer experience impact a company’s growth?
3. How can you measure the employee experience?
4. Who owns employee experience at a company?
5. Why is it important for executives to spend time on the frontlines?