Not that it doesn’t matter, because it does. But you can forget the customer experience IF you neglect to take care of the employee experience.
Here are several favorite quotes that capture the essence of the employee-customer experience connection.
“Paradoxically, to achieve an emotionally connecting customer experience, employees come first, ahead of the customer.” Tom Peters
“When you improve your employees’ lives, they work harder and ultimately improve your customers’ lives.” Jeanne Bliss
“The only reason your business is successful is because every interaction between employees and customers is positive. This only happens when employees are treated super well.” Ann Rhoades
“Always treat your employees exactly as you want them to treat your best customers.” Stephen R. Covey
“We can’t expect to win in the marketplace until we’re winning in the workplace … That means employee engagement is job one.” Douglas Conant
“There is no way to deliver a great Customer Experience with miserable employees.” Steve Cannon
As McKinsey & Company’s Sylvie Bardaune, Sebastien Lacroix, and Nicolas Maechler write in their article, When the Customer Experience Starts at Home:
“The closer a company can align its commitment to customer-centricity with the interests of its employees, the closer it will get to achieving its customer-strategy goals.”