As new technologies continue to arrive at breakneck speeds, resulting in fundamental changes to how we work and live, the window for disruptors to step between large companies and their customers opens more each day.
As expectations heighten, it is critical that companies stay close to their customers by continually evolving and transforming their customer experience.
While customer experience is a topic of great interest today, the reality is, brands are always a reflection of employee experience. Customer experience is the byproduct of employee action. The behaviors you inspire in your employee are felt in the external world.
Just as customer experiences are carefully plotted through journey maps, employee experiences should be mapped in tandem. From their onboarding to execution, employees whose experiences are thoughtfully designed with intention are vastly better positioned to deliver an outstanding customer experience.
At Gagen MacDonald, we can make a difference in how your customers experience your brand by helping shape how employees experience your purpose, values, brand and strategy.
We have deep experience working with HR, IT, corporate communication and other functional leads to connect your brand goals to your employee value proposition and translate them into a coherent employee experience.
Example after example shows how companies miss the mark by losing sight of the employee in their view of the customer. By bringing these two experiences into harmony and alignment, transformative organizations speed ahead.