Forbes: The Relationship Between Employee Motivation, Engagement And Revenue
While the statistics surrounding the importance of both customer and employee experience seem to be everywhere these days, there is a lot less documentation on how to best implement and achieve great experiences for both. In my experience, the best approach is to always look at customer experience (CX) and employee experience (EX) as part of a single continuum. Put more simply: Happy employees create happy customers. I call this combination of CX and EX brand experience.
This means that the beginning of a great CX initiative needs to start with the employees. If the people delivering the experience to your customers are not motivated to provide great service, communication and delivery, how can the customers truly be happy? Additionally, if the desired end result of your CX initiatives is to generate tangible results, it is important to start at the true source of delivering great experiences: your employees.