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Another result of this study is that , for 70 % of the executives interviewed , a good employee experience has a direct impact on the customer experience , which , therefore , causes the growth of the company .
Research carried out in 2017 by HR consultant Jacob Morgan with the support of Emergent Research analysts shows that companies that strive for the continuous improvement of their employees ’ experience are different from others . From the analysis of internal processes and financial results of 250 North American companies , it was discovered , for example , that companies with integrated customer experience and employee experience programs earn profits four times greater than their peers , in addition to double the revenues .
Another expressive index shows that these companies have teams 25 % smaller than their competitors . This attests to the increase in productivity caused by the sum of customer and employee experience .
What is the reason for the market not to adopt this double approach with more emphasis ?
The truth is that many choose to follow only one way or the other , which can put the company on a risky route . Organizations that prioritize employee experience over customer experience can end up with very well-intentioned employees , but with no real , or 360 degree , sense of what the customer is really feeling .
Integrated analysis of data on customer and employee experience is essential to get to the root cause of a problem that affects the customer .
And , likewise , organizations that focus on improving the customer experience , leaving employee experience aside , may experience a high turnover of professionals , suffer the absence of an environment of innovation and engagement , and lose valuable insights that could improve processes or individual customer experiences .
Despite these facts , data from these two areas are often managed separately . Because of this , it is almost impossible to understand the full impact of one experience on the other .
Managers of all levels and areas get a complete view of the experience of employees and customers
Many companies stand out for their ability to analyze customer feedback . The full picture , however , is only seen when customer feedback data is combined with employee feedback data , in addition to CRM and ERP systems . This is because employees have a particular view of how the company works . They are immersed in the ‘ real life ’ of the organization ’ s processes and can offer very different feedback from those delivered by senior management .
Finding the cause of problems that affect customers is easier
Integrated analysis of data on customer and employee experience is essential to get to the root cause of a problem that affects the customer . One way to achieve this goal is , through Artificial Intelligence , to carry out analysis of texts in real time that verify what customers and employees are saying .
Whoever integrates , in a single analytical view , the data collected on the experiences of the customer and the employee will achieve concrete advantages .
Joining this data can expose ineffective policies and outdated systems , as well as discover that there is a lack of internal skills and knowledge to transform the
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