From the course: Brand Leadership: Building Brand and Culture
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Align EX with CX
From the course: Brand Leadership: Building Brand and Culture
Align EX with CX
- On average, organizations spend nearly $2,500 per employee per year on employee experience initiatives according to research firm Gartner, but most EX efforts remain insufficient for producing brand leadership because EX is only one-half of the equation. If you only work on EX, you could end up with well-meaning employees who have no idea how to serve customers, or employees who care more about having a good time than producing results. You must integrate and align EX with CX, customer experience. Just as fusing brand and culture unleashes great power for your business, fusing CX and EX fuels great experiences for customers and employees. Employees can and will only deliver experiences to customers that they experienced themselves. You don't accomplish this simply by being nice to your employees so they'll be nice to your customers. You need to give your employees the specific kind of experience you want customers…
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