You’ve probably heard the saying, “Happy employees create happy customers.”
While this has always been true, it has now become the backbone of forward-looking, growth-driven organizations. In an era where competition is fierce and customer expectations are sky-high, companies realize that Customer Experience (CX) is no longer just a value-add—it’s a key business differentiator.
What often gets overlooked is that employees are an organization’s first customers.
That’s why positive employee experience (EX) is directly linked to better CX outcomes.
Why Employee Experience Impacts Customer Experience
Customer experiences often mirror employee sentiments.
Satisfied and supported teams are far more likely to create exceptional customer interactions. Empathy, here, becomes the connecting thread between both sides of the experience spectrum. It builds trust and creates long-term customer loyalty.
Focusing on the heartbeat of your company—your people—has never been more essential.
Companies with engaged employees enjoy:
- 1. Stronger performance
- 2. Higher retention
- 3. Lower absenteeism
In fact, engaged employees help deliver consistently exceptional customer experiences, which ultimately results in a stronger bottom line.
CX Expert Insight: The Empathy Factor
In his book Customer What?, Ian Golding, a global CX leader, explains the tight bond between employee and customer experiences.
According to Golding, “Empathy isn’t just for customers—it must be extended to employees too. If you don’t get it right for your people, they won’t get it right for your customers.”
One major hurdle is the disconnect between leadership and employees, often caused by siloed thinking.
These silos get worse when decisions are made without employee feedback.
Golding also emphasizes that trust between managers and teams is foundational.
When managers understand employee satisfaction, they’re better positioned to understand customers.
What the Top Brands Are Doing Right
Companies featured in the KPMG 2020 Customer Experience Excellence Report prove this connection. They invest equally in designing employee and customer experiences.
The report identified three key focus areas:
- Enablement – Employees have access to tools and systems they need.
- Empowerment – They are trusted to make the right decisions.
- Engagement – Their work provides a strong sense of meaning and impact.
This holistic approach creates a culture where employees thrive—and so do customers.
New Insight: Employee Experience in 2024
According to a Deloitte 2024 survey, 85% of executives rank EX as “very important” in their CX strategy.
Why? Because your employee experience owns your customer experience.
Employee-centric companies are focusing on building cultures that:
- 1. Are fun, rewarding, and growth-driven
- 2. Prioritize training as a core element
- 3. Recognize excellent customer service
- 4. Offer support and clarity at every level
Still, despite its known value, many employees remain disengaged.
That’s why now is the time to double down on employee satisfaction.
Creating a Culture of Customer Ownership
Encouraging employees to take ownership of the customer experience leads to deeper engagement.
Here’s how:
- 1. Spread CX awareness throughout the organization
- 2. Hold teams accountable, but supportively
- 3. Establish clear frameworks to deliver great service
Long-term employees, in particular, carry valuable knowledge about what really works for your customers.
The Power of Knowledge Sharing
A strong knowledge management system does more than just organize content.
It empowers employees to:
- Access answers faster
- Respond confidently to customers
- Improve self-service for customers
At Zykrr, we’ve seen that building a robust internal knowledge base not only enhances agent confidence but also accelerates response times—resulting in higher customer satisfaction and loyalty.
Data to Watch: Measuring Employee Experience
To improve EX, track these key metrics:
- Employee Engagement Surveys – Understand how valued your teams feel
- Employee Net Promoter Score (eNPS) – Gauge how likely employees are to recommend your company
- Performance Review Feedback – Spot training gaps, mentoring needs, and growth opportunities
Final Thoughts: EX & CX Go Hand in Hand
Customer-centricity is essential. But if you’re aiming for sustainable growth and loyalty, begin by investing in employee experiences.
Happy, empowered employees are your strongest CX asset.
Start with your people—and your customers will feel the difference.
Want to measure and improve your employee engagement?
Request Your Free EX Assessment →
Frequently
Asked Questions
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How does employee experience impact revenue?
A positive EX leads to better service delivery, which boosts customer retention and lifetime value.
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What tools can enhance EX?
AI-based knowledge systems, regular surveys, real-time feedback tools, and automated training platforms.
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How often should eNPS be measured?
At least quarterly, to detect shifts in engagement.
