Engaging Employees in Customer Experience

When a customer buys a product or service, brands can measure their customer experience using different tools such as satisfaction surveys, feedback calls, emails etc. But when a customer does not buy a product then how do you capture and measure that experience ?

In retail store environment when a customer leaves the store without any purchase there could be many reasons like brand, features, pricing, customer service or the sales process. Employees might be the key to help companies understand what aspect triggered the customer to call it quits, of course this requires employees to be specifically trained in understanding customer personas and behaviors.  

A recent article titled What Does UX Have to Do With Employees? Everything talks about how to engage employees to enhance user experience, product development process, that’s because they are using company’s product and also know the customers expectations inside out. Employees are the medium between your brand and customers who actually facilitates the entire process of sales and service through greetings, product demo, up selling, billing and packaging.

Employees based on their daily customer interactions and observations can help you provide data and opinions that can help improve your sales, service and product itself. Employee experience can also be useful to validate with the ongoing customer satisfaction surveys and understand the kind of trends and results are showing up.

At a time when businesses need to improve functionality and competitiveness capturing and measuring employee experiences in form of surveys on daily basis can help brands empower employees and identify new opportunities.