Reflecting the CX Mission in the Employee Experience

Experience Action

Customer experience initiatives aren't delivering the results you expected? The answer might lie in a critical but often overlooked disconnect: the gap between your customer experience mission and your employee experience reality.
In this thought-provoking episode, Jeannie Walters tackles a question about aligning a company's CX mission statement with the actual employee experience. When organizations promise customers convenience, empathy, or frictionless interactions while their employees struggle with clunky systems, bureaucratic processes, or micromanagement, the disconnect creates more than just employee dissatisfaction – it undermines the entire customer experience strategy before it reaches a single customer.
The episode reveals how employee and customer experience together uncovers powerful insights about your organization. By analyzing the connections between employee engagement and customer satisfaction, you can identify patterns that highlight best practices to replicate or problem areas to address. Remember: your CX mission statement exists to help everyone understand their role in providing meaningful experiences – not just to external customers but to internal ones too. When employees feel the values you claim to uphold, they become your most powerful advocates for delivering those same values to customers. Ready to create true alignment between what you say and what you do? Listen now and transform your approach to experience.

Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Chapters

1. Customer-Employee Experience Alignment Question (00:00:00)

2. Recognizing the Experience Gap (00:01:55)

3. Designing Employee Experience Around CX Mission (00:03:45)

4. Measuring Success and Creating Alignment (00:06:40)

5. Final Thoughts and Call to Action (00:09:25)