Why enhancing customer experience starts with your employees

"Reflecting on the past 18 months, the average work week of many employees is vastly different to before the pandemic hit. Now, we are living in a time where many employees are working flexibly, splitting their time between working from home and from the office. As a result, expectations have shifted. Millions of employees now expect a seamless experience in how they work, even when working from home - and when they choose to go back into the office."

"Employee experience is frequently front of mind for consumers - if they know that you're a business that treats its staff well and really cares about its workforce, there's great value in building and maintaining this reputation. After a period of such uncertainty throughout the pandemic, being known as a company that really cares and supports its staff can never be a bad thing."

Work patterns have shifted to flexible, hybrid arrangements with employees splitting time between home and office. Employees expect a seamless work experience regardless of location. Enhanced employee experience (EX) creates operational efficiencies and enables staff to focus on serving customers, with 64% realising or expecting better revenue. EX reflects how a business treats its workforce and influences consumer perception. A positive culture that equips and empowers employees supports retention and benefits customers. Businesses must provide the right tools and technology as tangible proof of employee value. Many organisations remain short on delivering the experience in behaviours, technology, and team communication.

Read at The Drum