{"id":906361,"date":"2018-07-26T09:55:09","date_gmt":"2018-07-26T16:55:09","guid":{"rendered":"https:\/\/hyken.com\/?p=15752"},"modified":"2018-07-26T09:56:50","modified_gmt":"2018-07-26T16:56:50","slug":"cx-and-ex-customer-experience-and-employee-experience","status":"publish","type":"post","link":"https:\/\/customerthink.com\/cx-and-ex-customer-experience-and-employee-experience\/","title":{"rendered":"CX and EX (Customer Experience and Employee Experience)"},"content":{"rendered":"

<\/a>Customer service and customer experience (CX) have become as hot of topics as any in business. Owners of small businesses and leaders of the largest companies recognize the importance of CX. It\u2019s what drives our business. It\u2019s become a customer expectation. Don\u2019t deliver on the CX and the customer will find someone \u2013 or some company \u2013 that does. And, not only do you have to deliver on the experience, you have to stand out and be different.<\/span> In many of our customer service workshops, we do an exercise where the participants answer a powerful question that helps them understand what makes them different:<\/p>\n

Why should someone do business with us?<\/em><\/strong><\/p>\n

In other words, why us instead of our competition. What do we do differently than our competitor? And, even if it is different, do our customers care? And, more importantly, will that difference make a customer do more business with us versus others that sell a similar product or service? These are great questions that can cause us to have two to three hours of conversation.<\/p>\n

Today, there is a twist. If you\u2019ve been following my work, you know that I believe that what\u2019s happening on the inside of a company is felt on the outside by the customer. Just as a company wants to keep their best customers, there also needs to be a focus on what you do to keep employees. So, the new question isn\u2019t about customers. It\u2019s about employees and the employee experience (EX). And, that question is:<\/p>\n

Why would someone want to work for our company?<\/em><\/strong><\/p>\n

While this question may seem totally focused on the employee, it really isn\u2019t. Yes, it goes to the way employees are treated, but it also directly ties to the customer experience. Because, without happy employees, you aren\u2019t going to have engaged employees. And, a lack of engagement has a direct impact on the customer experience.<\/p>\n

There are plenty of stats and facts that prove to be the best place to buy from, you have to be the best place to work for. Take a look at the list of the top 100 companies who provide the best customer service and you\u2019ll see a lot of overlap with the top 100 companies who are considered the best places to work. You can\u2019t ignore the obvious.<\/p>\n

So, is your CX in balance with your EX? Do you have engaged employees who feel a sense of ownership and pride when they are at work? Do they own their customer\u2019s experience? In other words, do they take responsibility for their role in creating a good CX? Answer these questions and you\u2019ll have an idea of the direction you\u2019re headed \u2013 or need to head \u2013 to create an amazing customer experience.<\/p>\n","protected":false},"excerpt":{"rendered":"

Customer service and customer experience (CX) have become as hot of topics as any in business. Owners of small businesses and leaders of the largest companies recognize the importance of CX. It\u2019s what drives our business. It\u2019s become a customer expecta…<\/p>\n","protected":false},"author":6982,"featured_media":897995,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,84,92],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/906361"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/6982"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=906361"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/906361\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/897995"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=906361"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=906361"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=906361"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}