The Importance of CX When Your Client Is Your Employees


Many organizations are starting to understand that there’s a direct connection between the customer experience (CX) and employee experience (EX). And just like it’s important for organizations to optimize the client experience, it’s important for people leaders, human resources (HR) leaders, and managers to do the same — only, in this case, leaders “clients” are employees. 

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When you think about how organizations can create a more positive EX, it’s impossible to discount the role of employee engagement — that is, how connected and committed your employees are to the organization. When employees appreciate the work they do, are able to perform it efficiently and effectively, and feel trusted and respected in the process, their overall job satisfaction is boosted. It naturally follows, then, that your organization’s paying clients will be more satisfied too. 

Here’s a closer look at the link between employee engagement and CX and how the right technology is essential to creating a positive employee experience.

What the data shows 

Gallup found that when companies excel at CX, they also have 1.5 times more engaged employees than other companies. Furthermore, business units with highly engaged workers can see a 17% increase in productivity, a 10% increase in client ratings, and a 20% increase in sales. 

When employees are happy and engaged, they have a better ability to treat clients well. They’ve got the emotional and energetic capacity to provide great service at the moment and nurture productive client relationships over time. The effort eventually pays off in higher rates of client loyalty and greater profits. In fact, when organizations invest in EX, they’re four times more profitable than those that don’t. 

By investing in and shaping EX, leaders can improve employee satisfaction by 30% — which in turn drives increased employee retention and improved job performance. With a satisfied, committed, high-performing workforce, organizations are better equipped to meet the current needs of their clients and adopt new processes and technologies down the road that can help them meet their clients’ future needs.  

How technology can help

Technology isn’t just the catalyst for a better client experience. It’s also essential to increasing employee engagement. When employees have access to modern, mobile technology that helps them quickly and easily take care of all the administrative duties that come with being an employee, they end up with more time, focus, and energy to dedicate to client happiness. 

For example, self-service is a critical factor in both the speed and autonomy with which employees can manage everyday tasks. A human capital management (HCM) platform with an intuitive user interface and self-service component allows employees to update their own profiles, look up payment and contact information, and access tax filing documents without needing help from leadership. New employees can also access onboarding materials and complete the onboarding process on their own. And because the platform is accessible via mobile devices and the desktop, employees can manage these tasks anytime and from anywhere, which makes it ideally suited for today’s remote and in-office workers alike.

The HCM platform eliminates the time-consuming drudgery of manual tasks, while its self-service capabilities empower employees to record and update information on their own and on the go — using the mobile devices they’re comfortable with — thus removing the need for the inefficient back-and-forth with HR and people leader staff. And it boosts the accuracy and completion rates that further reduce the need for HR intervention since HR staff don’t have to track down employees for information or urge them to complete various tasks. 

Technology has the added benefit of delivering an impressive experience to employees, which reinforces their decision to work for your organization. It shows employees that your organization has the flexible, efficient, up-to-date tools they want to help them manage everyday tasks and processes, so they have more time to spend on the meaningful work and interactions that drive job satisfaction.

Closing the loop between CX and EX

Few organizations can get by today without focusing on the client experience, and an optimized CX has now become a competitive differentiator among companies. But an important new frontier in today’s business landscape is the connection between CX and EX, and it’s one that your organization can’t ignore. 

When you invest in the tools and technologies that boost employee engagement and help to create a positive work experience for them, you’re also investing in your clients’ happiness and improving the overall profitability of your organization. 

Ready to see how SyncHR’s HCM technology can close the loop between CX and EX at your organization? We are here to support you with efficient, accurate, and cost-effective workforce management solutions that help your people team boost employee engagement and improve the employee experience. To learn more about SyncHR, click here.

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