Customer Understanding
The Link Between the Employee Experience and the Customer Experience
Shep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). They also talk about the crucial role the employee experience plays in the customer experience.
The Interview with Annette Franz:
Customer understanding is a cornerstone of a customer-centric culture. You must understand who your customers are, the experience they’re having, the problems they face, their goals, and how your business helps them achieve their goals.
Communication is crucial in the customer experience. You must communicate openly and honestly with your customers, especially if you need to make changes and decisions that will affect their experience.
Everything that affects the customer experience is related to the employee experience. Use the same tools to measure and map the employee experience as you do for the customer
