cover of episode #50 Breaking Down The Link Between Employee Experience and Customer Experience

#50 Breaking Down The Link Between Employee Experience and Customer Experience

2024/10/2
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Experts of Experience
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Tiffani Bova
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Tiffani Bova: 本期节目探讨了技术对客户体验的影响，以及将员工体验纳入考量的必要性。Bova 强调了降低客户和员工工作量的必要性，指出许多公司将工作量从客户转移到了员工身上。她强调了关注员工体验以提升客户体验和实现增长的重要性。Bova分享了她对客户体验和员工体验之间关系的研究成果，证明了如果同时做好客户体验和员工体验，企业增长速度可以提升1.8倍。她还分享了如何通过追踪员工工作量来改进客户体验，以及如何通过绘制员工体验旅程图来影响高层管理人员。Bova还谈到了AI在提升客户和员工体验方面的作用和风险，强调了数据质量的重要性。最后，Bova建议高层管理人员亲身体验一线员工的工作，以更好地了解业务运作。 Lauren Wood: Lauren Wood作为主持人，引导Tiffany Bova分享了她对客户体验和员工体验之间关系的见解，并就相关问题进行了深入探讨。她分享了一些数据，例如69%的员工表示如果得到更好的重视会更努力工作，以及优秀的客户体验与员工敬业度高度相关。Lauren Wood还与Tiffani Bova一起探讨了如何追踪员工工作量，以及如何影响高层管理人员关注员工体验。

Deep Dive

Chapters
Tiffani Bova discusses her journey into customer experience, influenced by the growing role of technology. She explains how her initial focus was on customer experience transformation using digital tools. However, after joining Salesforce, she realized the critical link between employee experience and customer experience, leading to her research proving that companies prioritizing both experience faster growth.
  • CMOs were predicted to outspend CIOs on technology due to the increasing importance of customer experience.
  • Tiffani's research shows a 1.8x faster growth rate for companies that prioritize both customer and employee experience.

Shownotes Transcript

On this episode, author and advisor Tiffani Bova shares her journey of understanding the impact of technology on customer experience and the need to consider employee experience as well. Tiffani emphasizes the need to reduce effort for both customers and employees, as many companies have shifted the effort from customers to employees. She highlights the importance of considering the employee experience in order to improve customer experience and achieve growth.

Tune in to learn:

  • Balancing employee experience with customer experience is crucial for business growth.
  • Reducing effort for both customers and employees is essential for improving their experiences.
  • Ownership of employee experience is often fragmented across different departments.
  • Collaboration between departments is necessary to create a holistic approach to experience.
  • Considering employee experience is key to achieving customer satisfaction and loyalty. Tracking employee effort is as important as tracking customer effort in order to improve the overall customer experience.
  • The customer effort score is a useful metric for measuring employee effort and identifying areas of improvement.
  • CX leaders should influence the executive team by journey mapping customer experiences and collaborating with IT to find solutions.
  • Focusing on the employee experience is crucial for enhancing both employee and customer experiences.
  • AI can be a powerful tool for improving customer experience, but it requires clean and reliable data.
  • Human connections and great customer service can make up for shortcomings in other areas of the customer experience.

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