The Employee and
Customer Experiences:
Creating a Virtuous Cycle
What is a "Vicious Cycle"?
A “vicious cycle” is when negative employee/customer experiences lead to further negative customer/employee experiences, thus turning a vicious cycle into a virtuous cycle.
By utilizing Capture’s services, our clients can effectively identify and break any ‘vicious cycles’, leading to improved employee and customer experiences. Explore Capture’s various services supporting this unique approach.
It’s often obvious even to the most junior employees:
The experiences of employees and customers are interconnected and affect each other throughout an employee’s tenure. The employee experience covers how employees view their work environment, colleagues, and the organization’s culture. Meanwhile, the customer experience centers around customers’ (external or internal) perceptions of a company’s products and services, as well as their interactions with the company’s personnel and whether they perceive the company as customer-centric.
How CapturePPG Supports a
Virtuous Cycle
CapturePPG is committed to assuring that the cycle is virtuous, with each interaction enhancing both the employee and the customer experiences. Regardless of where you start, through this mutually dependent “chicken and egg” relationship, organizations improve their customer experience and drive a corresponding increase in ROI, more effective accomplishment of Key Performance Indicators (KPI), while creating the best employee experience possible.
Capture has a full set of data-driven services and strategies to assess the current state of the employee and customer experience, provide reports about key survey outcomes and recommendations, and to jointly design measurable change with clients to improve both the customer and employee experiences in a virtuous fashion. Through constant learning and reflection, these improvements become embedded into an organization’s culture and practices, your operating DNA. Check out the website to learn about our tools, techniques, and case studies that can enhance your employee and customer experiences.
Employees with positive workplace experiences are more likely to deliver excellent customer service.
An organization with a productive and positive work atmosphere will have motivated, content employees who provide top-notch customer service, going the extra mile to meet their expectations. Similarly, positive customers can also improve employee satisfaction. If customers are satisfied, they’ll enjoy an optimistic view of the company, leading to more sales and revenue. In turn, employees will feel more secure and productive working for a successful company.
On the other hand, companies often treat these as siloed activities.
They often overlook the interconnectedness of employee and customer experience, which often exasperates both parties. Let’s take fast food as an example. Employees complain often, ignoring customers who are becoming increasingly impatient. These unsatisfied employees often deliver low-quality service, like incorrect orders, aggravating customers even more. The resulting fallout then further weighs on employee dissatisfaction.
This vicious cycle is all too common across many sectors and organizations, large and small. Furthermore, these disgruntled employees may become “quiet quitters”, negatively impacting the rest of their work unit. This is where we come in. Capture can help companies identify patterns and behaviors that impact employee and customer experiences, allowing them to address the issue appropriately.
Contact a member of our leadership team to see how Capture can assist your organization to develop a virtuous and positive relationship between your employee and customer experiences!
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