8 Employee Experience Examples That Help Deliver Better Customer Experiences
Employee experience (EX) plays a significant role in providing the best possible customer experiences.
Imagine an unhappy, unappreciated, and unmotivated employee handling a customer query.
Would he be kicked about addressing the customer query?
It is a definite NO.
The employees’ state of mind would directly affect the experience he offers. When employees feel valued, empowered, and engaged, they will likely go above and beyond to serve customers.
They are motivated to deliver exceptional customer service, and they do so with a positive attitude and a sense of purpose.
They become better problem-solvers, communicators, and ambassadors for the brand.
In this blog, we will explore eight examples of employee experiences that can help them provide better customer experiences.
What is Zappos famous for?
It is famous for its exceptional customer service.
The company’s culture revolves around making customers happy and investing heavily in their employees.
Zappos offers its employees extensive training and development opportunities, including a four-week training program for new hires. This investment in employee experience has paid off for Zappos in the form of loyal customers who rave about their service.
The hotel chain’s secret to success is its focus on employee experience. Ritz employees are trained to go above and beyond for their guests and are empowered to do so.
Employees have the autonomy to make decisions that benefit guests without asking for permission.
Would you believe that Ritz allows employees $2000 of discretionary spending to take initiatives to solve the problems of customers?
This level of customer trust and empowerment has led to the creation of unforgettable guest experiences.
Patagonia is known for its commitment to sustainability and social responsibility. Besides, it invests heavily in employee experience – it provides a range of benefits, including onsite childcare, flexible work arrangements, and a paid time off program that encourages employees to get outside and enjoy nature.
This investment in employee experience directly translates into passionate employees providing great customer experiences.
The company’s success is also partly due to its focus on employee experience.
Salesforce provides its employees several benefits, including unlimited vacation time, a sabbatical program, and an employee wellness program.
This investment in employee experience has motivated highly engaged employees to provide exceptional customer experience.
The company’s culture is built around a “customer first” mentality.
To propagate this culture, they invest heavily in employee experience. It provides its employees with extensive training and development opportunities and a range of benefits and perks.
The training and development emphasize a lot on saying ‘Yes’ to customers, and it empowers employees to do everything to benefit the customers.
This directly influences customer experience positively.
6. Southwest Airlines
The airline’s culture is built around a sense of fund and humor, which is evident in how its employees interact with customers.
The employees bring their personalities to work.
Let me give you an example.
When a man traveled to Denver to see his grandson for the last time, he got delayed due to heavy traffic and reached the airport 12 minutes after the plane was scheduled to leave. The pilot of the plane waited for the man before taking off.
Southwest Airlines invests in employee experience through its comprehensive training and recognition programs. This results in passionate employees, and their passion translates into great customer experiences.
Costco is famous for its low prices, high-quality products, and employee experience.
Costco pays its employees well above minimum wage, with benefits like health insurance and a 401(k) plan.
This keeps their employees happy, engaged, and committed to serving their customers exceptionally.
Starbucks is famous for its premium coffee, inviting atmosphere, personalized services, and employee experience.
It provides its baristas with various benefits and perks, including healthcare, stock options, and tuition reimbursement.
This allows them to be happy and engaged, offering personalized and exceptional customer experiences.
The eight examples above are about creating positive employee experiences that lead to better customer experiences.
It focuses on training & development, recognition, benefits & perks like health insurance & retirement plans, work-life balance, professional development, bringing their personalities, wellness, and empowerment.
By investing in their employees, organizations can create a culture that values customer service and builds a strong reputation for delivering exceptional experiences.