Great NPS Starts With Employee Experience

As technology continues to seep into our personal and professional lives, influencers are investing in more products and advertising material with hopes of setting their brand on the fast track to greater success by generating buzz amongst consumers.

Yet, as many businesses attempt to foster innovation and strengthen customer relationships through technology, they’re overlooking the importance of positive human interactions.

Instead of focusing solely on the technical details, the customer experience should be a top priority. In fact, 86% of adults are willing to pay higher prices if they have a pleasant customer experience. On the other hand, 89% of adults agree that a negative customer experience will leave them to take their business elsewhere.

Let's delve deeper into the relationship between the customer experience and employee experience to understand why investing in employees is critical to company success and customer loyalty.

The ROI Is High When Investing In Employees

Many of the biggest brands in the world invest heavily in their employees because they know remaining competitive in any industry means employees must be well-trained and adaptable in the face of abrupt changes.

In today’s fast-paced society, adaptability has been rightfully separated from micromanagement and traditional training techniques. Autonomy is now a requirement for progressive company culture. By giving employees the freedom to think independently before coming together to make company decisions as a group, team productivity rises up to 25%.

Engaged and empowered employees can express creativity while putting their best foot forward to meet company goals. For companies that don't invest in an engaging work environment, note that only one of every eight employees will feel driven to optimally perform.

When customers enter your place of business or interact with your company, the lackluster work ethic of employees will likely be noticeable. You want team members to be joyful, competent, and outgoing. When customers interact with unhappy or dismissive employees, their experience and view of your brand can quickly be ruined.

Here’s a failproof rule of thumb: The happier the employee, the happier the customer.

Employees Represent Your Company Values To Customers

To provide the best customer experience, internal business operations should always focus on a satisfactory employee experience first. Companies need workers who are passionate about their job, and their company culture inspires 80% of employee engagement.

Modern consumers are constantly being subjected to marketing materials, but the human connection will never lose its influence. Therefore, businesses with a small team are able to compete alongside larger companies when their workers are fully engaged because a high level of engagement can result in up to 147% higher earnings per share (EPS).

So, what are your company’s values? When business owners aren’t there to answer those questions directly, customers will find the answers in your team members by gauging their skillsets and behavior. Take care of your employees and the customer experience will naturally be unmatched.

Here’s a tip: Cater to your employees by creating an employee experience that allows them to utilize their talents and express their thoughts in an environment free of hierarchical views.

Data Can Pull It All Together

The best experiences are often unforgettable and keep employees and buyers constantly engaged. As more forward-thinking businesses develop solutions to improve their company culture and the customer experience, the term ‘engaged employees’ is giving way to the ‘employee experience.’

Data plays a major part in the employee experience and the customer experience, and data is now coming towards us at an unprecedented rate. In 2022, we are presented with more data than we’ve had in the past 5,000 years combined.

To process so much data, employees must work smarter and harder, and companies should invest in more comprehensive training and preparation to support their team members as they continuously learn. With a broader knowledge base, employees are better equipped to assist customers.

Businesses can't be successful without customers, making the customer experience a major area of focus across diverse industries, ranging from traditional storefronts to application and software development.

The algorithms powered by these vast amounts of data help companies understand customer behavior and preferences, allowing them to create a personalized shopping experience. As businesses present their findings to employees, they’ll also develop a deeper understanding of customer needs.