The Employee Experience

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Ever notice how companies with the best service also have the happiest employees? This connection is intentional. To build a successful organization, prioritize creating a better employee experience (EX) over focusing solely on customers. Employees are the ones who engage with customers and represent your brand. When employees have a positive experience, customers do too. Pioneers in employee engagement, Tracy Maylett and Matthew Wride, share insights on attracting and retaining top talent while fostering a deeply engaged workforce, essential for organizational success. They emphasize that a superior customer experience (CX) stems from a strong EX. Through real-world examples and over 24 million employee survey responses, they identify patterns among successful organizations. By establishing and consistently upholding a clear set of expectations—known as the Contract—employers can cultivate trust and engagement. This approach leads to greater success and profitability across various sectors, including business, healthcare, and nonprofits. Blending research, case studies, and expert insights, the authors provide strategies to integrate EX into your core strategy, bridge the "Expectation Gap," and build strong employer-employee partnerships. Ultimately, enhancing employee engagement fuels customer satisfaction and drives growth, helping organizations attract and retain top talent.