As Brands Begin to Invest More in Customer Experience (CX) Resources, Market Force Information Stresses The Importance Of Adding Employee Experience (EX) To The List
While businesses aiming to drive growth often focus on improving the customer experience, many neglect to explore how the employee experience (EX) plays into the equation. There are now more jobs available than before the pandemic, but many organizations are struggling to find and keep workers. According to Market Force Information, if brands want to continue to excel in customer experience, they will need to master the employee experience as well.
Leading brands continue to build CX equity through investments in services like mystery shopping, customer satisfaction surveys, and omnichannel support. With new insight into what customers value, business leaders are able to meet the needs of their existing customers while developing strategies for improvement. While these efforts support delighting customers, a vital part of the service profit chain is missing – delighting employees.
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Brands that try to improve CX without attending to EX may be struggling with labor shortages, retention issues, and more. When brands integrate and align employee and customer experience, they benefit from employees who are engaged, happy, and thriving.
Today’s job seekers and employees have higher expectations for employers. They are seeking flexible working conditions and perks that contribute to an improved quality of life. It’s become much harder for organizations to win employees back as in many cases more responsibility has fallen on fewer numbers as a result of COVID cuts. Market Force Information, a customer experience (CX) and employee engagement (EX) management company is helping organizations integrate customer and employee experience to create a comprehensive strategy for success.
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Sustaining the customer experience, improving products, and building a strong brand all require the help of your employees. Brands that try to improve CX without attending to EX may be struggling with labor shortages, retention issues, and more. When brands integrate and align employee and customer experience, they benefit from employees who are engaged, happy, and thriving. They are committed to their organizations because they want to be a part of creating great experiences for their customers.
Market Force Information utilizes employee engagement surveys, journey mapping, incentive programs, and support tools to develop successful EX programs. As with CX, the goal is the same – create a compelling employee experience that’s engaging, distinct, purposeful, and profitable.
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