tech in place enables teams to respond and take action faster . No business is immune to the impact of poor CX . The right response to a moment of crisis can ensure your company continues to be viewed as honest , trustworthy and reliable – traits highly regarded among both customers and employees .
Customer and employee experience as one
RESIGNATION HAS TAUGHT HR PROFESSIONALS ONE IMPORTANT
LESSON : THE EMPLOYEE IS IN
An overwhelming 95 % of customers believe customer service is essential to brand loyalty and research indicates that 50 % of consumers would switch to a new brand after just one bad experience . But have business leaders considered that the same relates to their own employees too ?
Feedback doesn ’ t just affect your brand ; it impacts employee motivation and your company ’ s general mood too .
Happy employees deliver better customer services . Research shows that when looking at Millennials ’ and Gen Z ’ s values , nearly two in five say they have rejected a job or assignment because it did not align with their beliefs . Similarly , those who are satisfied with their employers ’ societal and environmental impact and their efforts to create a diverse and inclusive culture are more likely to want to stay with their employer for over five years .
HR leaders play a part in the overall CX
Would you decline a job offer if you discovered the business had a bad reputation ? Current and prospective talent may have reservations about working for organisations with tarnished reputations or ones whose personal values don ’ t align with their own , or if they have concerns about how they may be perceived by peers , family and friends .