[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/04\/28\/employee-experience-customer-loyalty\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2020\/04\/28\/employee-experience-customer-loyalty\/","headline":"Your current employee experience determines future customer loyalty\u00a0","name":"Your current employee experience determines future customer loyalty\u00a0","description":"How you treat both employees and customers right now will ultimately be what folks remember. It will drive loyalty, or it will drive churn.","datePublished":"2020-04-28","dateModified":"2021-01-22","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/tracey-wallace\/#Person","name":"Tracey Wallace","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/tracey-wallace\/","identifier":367,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/21377d3250d3cee37a219265f855ca86717424033839661349c4b6845d2250cc?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/21377d3250d3cee37a219265f855ca86717424033839661349c4b6845d2250cc?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/04\/employee-experience-customer-loyalty.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/04\/employee-experience-customer-loyalty.jpg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2020\/04\/28\/employee-experience-customer-loyalty\/","about":["COVID-19 and Business",{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-experience-general\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/employee-engagement\/","name":"Employee Engagement","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Employee_engagement","http:\/\/www.wikidata.org\/entity\/Q14937678"]},"Employee Experience & Engagement"],"wordCount":892,"keywords":["Customer Loyalty","Employee Engagement","Employee Experience"],"articleBody":"What matters in business – and in life – is being radically re-considered and re-experienced, even as you read this. What is clear is that all of us are essential in many ways.\u00a0For those deemed essential workers at essential services companies right now, you’re the fabric that binds society together. For all of us working from home, our organizations may not be deemed essential, but the paycheck they give us is \u2013 and how we choose to spend it will heavily affect our community and economy for the foreseeable future.This content is hosted by a third party ( twitter.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowWe’re all essentially intertwined, which begs the question that we took to Twitter on Friday, April 24, 2020: \u201cHow can organizations, specifically leaders, capture both the voice of the customer and the voice of the employee?\u201d\u00a0Moreover, are these two voices even that different \u2013 especially right now?\u00a0For the group on Twitter, the answer was decently unanimous: stress and anxiety are weighing on us all, and that affects how we work, how we spend, and how we live.This content is hosted by a third party ( twitter.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowIn all versions of our self \u2013 our employee self and our customer self included \u2013 what we need is the same as what we need anytime we are feeling collective and anticipatory grief of this magnitude: to be heard, not placated.\u00a0https:\/\/twitter.com\/chainsaw_paroma\/status\/1253702255909285891On the performance side, feedback is more important than ever. Clear communication, transparency, and re-assurance were all brought up \u2013 and often \u2013 during the Tweetchat. So much of it hinges on this idea: with so much changing so frequently, how can leaders give feedback effectively and often to reassure, to be transparent, and to encourage clear lines of communication?This content is hosted by a third party ( twitter.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew Windowhttps:\/\/twitter.com\/chainsaw_paroma\/status\/1253703318091608066This content is hosted by a third party ( twitter.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowWithout clear communication and servant leadership, what leaders risk at their organizations is a massive bottleneck of ideas and productivity. How you treat your employees is how they treat the customer, and it all begins at the top \u2013 with honesty.https:\/\/twitter.com\/aandescondor\/status\/1253704941916450816This content is hosted by a third party ( twitter.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowHow does this translate into action, though? Well, focus on reassurance beginning with your employees, and then use reassurance throughout your customer funnel.This content is hosted by a third party ( twitter.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowThis content is hosted by a third party ( twitter.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowThe employee experience and customer loyalty are inextricably linkedAnd, as jobs are being lost, and this pandemic continues \u2013 customers are paying more attention than ever to how businesses treat their employees. Ultimately, customers will decide if behavior during a pandemic was cruel, and adjust their spend.\u00a0This content is hosted by a third party ( twitter.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew Windowhttps:\/\/twitter.com\/emkmorrow\/status\/1253710396659314691So, as a leader, what can you do right now to open that bottle neck, to provide a great employee experience that they can share down and through to customers? Here are a few ideas:This content is hosted by a third party ( twitter.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowThis content is hosted by a third party ( twitter.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew Windowhttps:\/\/twitter.com\/emkmorrow\/status\/1253713598532259841This content is hosted by a third party ( twitter.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowThis content is hosted by a third party ( twitter.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowUltimately, how you treat both employees and customers right now \u2013 during this challenging time \u2013 will ultimately be what folks remember. It will drive loyalty, or it will drive churn. And since we don\u2019t know what the future brings economically, the best thing leaders can do right now is focus on how to empower employees with stability, feedback, and transparency so that they can bring clear communication and empathy to customers on behalf of your brand.\u00a0It starts at the top.\u00a0Are your employees okay?Free tools to check in with themcan be found\u00a0here."},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2020","item":"https:\/\/www.the-future-of-commerce.com\/2020\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"04","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/04\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"28","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/04\/\/28\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Your current employee experience determines future customer loyalty\u00a0","item":"https:\/\/www.the-future-of-commerce.com\/2020\/04\/28\/employee-experience-customer-loyalty\/#breadcrumbitem"}]}]