Best Practices

Top 3 Effective Ways to Enhance CX Through Improved EX

“Happy employees ensure happy customers. And happy customers ensure happy shareholders — in that order.” — Simon Sinek, Bestselling Author Remember the Great Resignation that followed the pandemic and started in early 2021? Employees resigned en masse, citing limited career growth, hostile work culture, and long-standing work dissatisfaction. Well, it’s back, but in a different form. Gallup calls it the “Great Detachment,” where employees become increasingly detached from their work. Per Gallup’s findings, 51% are looking for new jobs, the highest rate since 2015. And only 18% are satisfied with their current employers, reverting to its lowest point. “The bad news,” states a Forbes article on the Great Resignation comeback, “is that you’ll be hanging onto people who have one foot out the door, which means they’ll hardly give you their all.” And then there is quiet quitting. According to another Gallup report, there were 50% or more of disillusioned US employees by mid-2022, who only did the bare minimum to keep their jobs and “never went out of their way” to perform better. What’s causing all this? One of the reasons, says Gallup’s great detachment article, is the rapid post-pandemic evolution of employee experience (EX) and customer experience (CX) expectations. While employees seek better work-life balance, higher compensation, and flexible work (read remote), 56% of them say customers demand enhanced experiences. The outcome is staring you right in the face: dissatisfied and disengaged employees are delivering mediocre customer experiences (CX) at best. This blog is all about how to […]