The Great Debate: Should Employee Paychecks Be Linked To Customer NPS?

The Great Debate: Should Employee Paychecks Be Linked To Customer NPS?

Measuring customer satisfaction and identifying “pain points” for improvement is common practice at nearly all best-in-class companies. While there’s no question about the importance of customer experience (CX) and employee (EX) too, there is a debate about WHICH metric is best and HOW to apply it within organizations. Continue Reading →

Why You Should Care About Employee Experience

Why You Should Care About Employee Experience

I’m pleased to share a guest post by Annette Franz, CCXP of CX Journey. This article originally appeared on her site on April 19, 2016.

Have you put the spotlight on the employee experience at your company?

I’ve written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

Sadly, many companies still aren’t focusing on the employee experience. IDC’s 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4% of companies do not measure the employee experience. Continue Reading →