Customer Experience Management (CEM)

The Virtuous Cycle: A Symbiotic Relationship Between Worker and Customer Experience

Provided by Appirio

Category Customer Experience Management (CEM)

Type White Paper

Length 13

Publish Date March 01 2017

Date posted March 23 2017

Overview

We’ve all heard the old saying: Don’t put the cart before the horse. When it comes to worker and customer experiences, think of the horse as your workers and the cart as your customers. If you don’t take good care of your horse — give it fresh water, food, grooming, and shelter — it won’t be very reliable, and may not be able to pull your cart very far. The same logic applies to your employees — take better care of them and provide them with the resources they need, and they’ll be more motivated and equipped to provide exceptional service to customers.

The Customer Experience (CX) and Worker Experience (WX) should be treated with equal importance, and transformations should occur simultaneously. Empowering and engaging your workers leads to increased productivity, business growth, and better experiences for customers. And on the flipside, happier customers are easier and more enjoyable to serve; workers will be more satisfied in their jobs if they aren’t constantly putting out fires and dealing with customers who have had a less-than-stellar experience. This complementary relationship between a better worker and customer experience is what we call the Virtuous Cycle.

Recommended for You

silhouette

Everything you need to know about… Tech Careers

IDG Connect tackles the tech stories that matter to you

kathryn-cave

Blockchain For Dummies: What you really need to know

Kathryn Cave looks at the big trends in global tech

martin-veitch-thumbnail

What we know and don’t know about digital transformation

Martin Veitch's inside track on today’s tech trends

Most Recent Comments

Our Case Studies

IDG Connect delivers full creative solutions to meet all your demand generatlon needs. These cover the full scope of options, from customized content and lead delivery through to fully integrated campaigns.

images

Our Marketing Research

Our in-house analyst and editorial team create a range of insights for the global marketing community. These look at IT buying preferences, the latest soclal media trends and other zeitgeist topics.

images

Poll

Should companies have Bitcoins on hand in preparation for a Ransomware attack?