Employee Experience: The Cornerstone of Customer Experience

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the importance of employee experience. It is indeed the cornerstone of customer experience. When you peel back the layers of any customer-centric organization, you’ll find a robust culture of honoring employees, encouraging their insight and ideas, …

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Customer experience is both far bigger—and much smaller

Customer experience is both far bigger—and much smaller—than many realize. In other words, customer experience is more than the product itself. It’s more than customer service. It’s more than your technology platform. It’s all-encompassing. It’s big. But it’s also the last interaction a customer had. Despite all of your effort—all of your processes, your work on products—just one interaction can …

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