It’s not just the blend of layers across the employee experience and customer experience. It’s how much overlap there is between both experiences that make a company impenetrable. Leveraging a data-driven decision-making growth framework like StoryVesting allows brands to examine how closely aligned the employee experiences and customer experiences are to each other.
Bringing the sum of each experience together and then witnessing how each layer maneuvers together can help determine a predictable path to purchase. Interpreting EX and CX data together allows companies to make fundamental shifts to align their why with their customer’s needs, boosting retention and sales.
Focusing on CX data alone clouds an organization’s ability to see the end-to-end experience. Taking a holistic view of EX and CX data enables organizations to create immersive brand experiences that foster longer-lasting relationships.
The 360-degree view of the employee and customer’s experience allows organizations to unpack the many layers of each unique brand interaction. Mapping these two experiences side-by-side and applying data loops allows companies to identify potential friction points and present a strategic vision for how to remedy them.
Organizations reach brand euphoria, where consumers intrinsically intertwine the brand’s offers into their everyday world when employees and customers are working in harmony. That harmonious relationship is the most powerful way to tug on deep-rooted emotional heartstrings throughout the customer journey while simultaneously answering logical concerns. The result? A closely aligned journey that drives conversion and retention.
As you strategize what intelligent operations could look like for your business, there are key frameworks to help define your processes and move away from operating from a data swamp.
Employees need to be bought into the why of the organization to deliver a sublime customer experience. By conducting CX to EX data mapping, initiatives become stronger and new ideas are implemented more successfully.
Vested employees in the company’s “why” are proven to be more passionate and more productive. When customers talk to, engage with, and are touched by these employees in some way, the end-to-end experience improves and retention.
Perhaps nothing prevents organizations from delivering harmonious customer experiences than sky-high silo walls inside an organization. Dropping those silo walls allows consumers to feel less dissonance from within the organization, improving the overall experience with the brand.
Organizations with high turnover and employee churn burn profits faster than those with better retention. Through CX to EX mapping, organizations can better understand where there are gaps and remedy those pain points to keep their best employees for longer.
Take the first step in unlocking your growth potential by scheduling a complimentary discovery call with our EVP Tom Jones. This introduction will better help us understand your pain points as you explore new data-driven strategies and uncover hidden growth opportunities.