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Employee Happiness = Customer Satisfaction By Jeff Koyen When your employees feel the love, so will your customers and it all starts with a great experience at work. There’s an old cliché in business: The customer is always right. But increasingly, business leaders are learning instead that, to create a positive customer experience, it’s sometimes the employees who should come first. Great employee experiences are at the heart of great customer service. getty “More leaders are coming to understand the link between great employee experiences and driving customer satisfaction,” says Jen Stroud, principal employee experience strategist at ServiceNow. Stroud works with business leaders to help them reimagine the employee experience (EX) and drive better business outcomes through positive customer experiences (CX). Stroud’s colleague Ian Ashby works the other side of the equation. As principal strategist for customer service, he’s witnessed firs ....
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