Zelf heb ik, in verschillende rollen -manager, product eigenaar en nu als management & change consultant- uit eerste hand de transformerende kracht gezien die effectief leiderschap heeft op organisatorische veranderingen. Met vallen en opstaan heb ik geleerd (en leer nog elke dag nieuwe dingen) welke cruciale rol leiderschap speelt bij het sturen van succesvolle verandering(en).
A positive brand experience rarely results from just one interaction. Companies need to adopt a joined-up approach so that every interaction with a consumer produces those same warm feelings of brand belonging.
Better employee experiences make for better customer experiences. According to research from Oxford University, workers are 13 percent more productive when they are happy, which should ultimately empower them to do better work. Patrick Lencioni, the author of The Truth About Employee Engagement, believes that employees want to matter and feel that their work is having an impact on the organization.
Today, customers expect their interactions with every company to be quick, convenient, and contextual. Yet, when a company scales and begins to achieve exponential growth, the challenge of keeping pace with customer expectations grows exponentially, too.
A lot of companies miss that a great employee experience leads to a great customer experience. Independently, each function leads to valuable relationships — with customers and employees — but when CX and EX are managed together, they create a unique, sustainable competitive advantage.
All business units depend on the creativity, productivity and attitude employees bring to the workplace. Treating your employees like your No. 1 customer can help you improve the employee experience (EX), build a customer-centric company and capture more revenue.