Take-aways from this Harvard Business Review story:
- Customer experience and employee experience are now two of the driving forces of business. 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. Companies should consider integrating the two disciplines and installing a Chief Experience Officer to lead the combined effort across the entire organization.
- The customer is only one half of the experience equation. The employee experience is similarly important, and it can often go overlooked.
- Companies that focus on CX without attending to EX could struggle with labor costs due to high employee turnover and a lack of creative thinking.
- What a lot of companies miss is that a great employee experience leads to a great customer experience.