The customer experience is more important than ever. Convenient technology, personalized apps, online reviews, and other modes of social proof have created a culture of instant gratification and high consumer expectations; companies that fail to deliver risk getting left behind.
A recent Forbes Business Council article, Here’s How to Analyze and Improve Your Customer Experience, asked entrepreneurs how they believe companies can master the customer experience. CultureWorx’ CEO, Dr. Donte Vaughn, who is a member of the Forbes Business Council, equated the customer experience to the employee experience, commenting this:
“Your customer experience is closely aligned with your employee experience. The closer employees are to serving customers, the greater the impact. Improvement of your employee experience should connect to your customer experience, particularly when they can understand how their interactions shape that experience. Improving your customer experience without fixing your workplace culture is futile.”
Dr. Vaughn wasn’t the only council member to liken the customer experience to the employee experience. Other council members emphasized how the customer experience directly reflects an organization’s core values, workplace culture, and employee satisfaction rate. Companies looking to analyze and improve their customer experience and business performance should start by viewing these internal areas as leading indicators of customer satisfaction—when employees are engaged in providing quality work to customers, an exemplary customer experience is likely to follow.
Dr. Vaughn joined the Forbes Business Council in 2021, bringing his expertise in organizational leadership, workforce management, and company culture to the invitation-only community.
Forbes Councils is a collective of invitation-only communities created in partnership with Forbes and the expert community builders who founded Young Entrepreneur Council. In Forbes Councils, exceptional business owners and leaders come together with the people and resources that can help them thrive.