{"id":5241,"date":"2022-07-14T12:00:12","date_gmt":"2022-07-14T17:00:12","guid":{"rendered":"https:\/\/www.stratospherenetworks.com\/blog\/?p=5241"},"modified":"2022-07-14T12:00:12","modified_gmt":"2022-07-14T17:00:12","slug":"want-a-stellar-cx-start-by-enhancing-the-employee-experience-ex","status":"publish","type":"post","link":"https:\/\/www.stratospherenetworks.com\/blog\/want-a-stellar-cx-start-by-enhancing-the-employee-experience-ex\/","title":{"rendered":"Want a stellar CX? Start by enhancing the employee experience (EX)"},"content":{"rendered":"

\"AIn May 2021, Twitter user Devita Davison shared several photos<\/a> of signs taped to windows and order boxes at fast food restaurants.<\/p>\n

\u201cDue to NO STAFF WE ARE CLOSED,\u201d one sign states. Another declares, \u201cWe all quit!! CLOSED!!\u201d<\/p>\n

Others responded to Davison\u2019s tweet, stating that they\u2019d observed similar notices posted by restaurants struggling to find people willing to work some of the lowest-paid jobs available: Fast food cooks and food service workers have some of the most meager pay rates in the country, according to the Newsweek article \u201c‘We All Quit’: Restaurant Signs Claiming Staff Walking Out Are Popping Up Across U.S.<\/a>\u201d<\/p>\n

That rash of fast food restaurant closures due to staffing shortages is one example of how a lackluster employee experience (EX) can torpedo the customer experience (CX)<\/a>. Because employees were dissatisfied with their wages and working conditions, prospective buyers were bereft of burgers, and the restaurants suffered.<\/p>\n

The link between employee and customer satisfaction extends beyond the fast food industry. For businesses across all verticals seeking to stay competitive by delivering an exceptional CX, it\u2019s clear that you can\u2019t make customers happy without first focusing on your workers.<\/p>\n

The link between CX and EX<\/h2>\n

It’s common sense that disgruntled employees won\u2019t provide the best customer service. A 2021 International Data Corporation (IDC) survey of business and IT decision-makers and influencers found that 85 percent said greater employee engagement and a better EX led to enhanced CX and higher revenues and customer satisfaction for their organizations, according to the IDC blog entry \u201cEmployee Experience and Customer Experience \u2013 What is the Connection?<\/a>\u201d<\/p>\n

In the same vein, when Glassdoor (a site where people can anonymously review their former employers) compared employee ratings with the American Customer Satisfaction Index (ACSI), a correlation emerged between the two sets of data: A one-star Glassdoor rating improvement translated to a 1.3-point out of 100 rise in customer satisfaction scores, according to the Harvard Business Review article \u201cThe Key to Happy Customers? Happy Employees<\/a>.\u201d<\/p>\n

Additional research has confirmed that happier and more engaged employees correlate with more satisfied customers. Ultimately, it\u2019s undeniable that any efforts to improve CX must address EX to lay a strong foundation for high-quality customer service and overall success for the business.<\/p>\n

How to improve the employee experience<\/h2>\n

To enhance EX, the IDC recommends developing thorough processes for continually assessing and improving employee engagement and experiences. Key metrics and factors to focus on include the following:<\/p>\n