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Employee Journey Mapping Archives - Into The Blue Consulting

Tag - Employee Journey Mapping

Employee Engagement – why is it important?

Simply put employee engagement can make or break a Customer Experience (CX) programme and is therefore vital in delivering a successful CX programme. Customer service expert and author, Shep Hyken, explains ‘The internal Customer Experience determines the external Customer Experience’. He is backed up by the 2016 Employee Engagement Benchmark Study that shows there is a correlation between employee engagement and success in customer experience. Companies that excelled at customer experience had one-and-a-half times as many engaged employees as customer [...]