How does employee experience impact the customer experience?

Employee experience encompasses many different aspects of an employee's relationship with their organization. From the physical work environment and relationships with colleagues to opportunities for professional development and even the productivity and workflow tools they have access to – all of this adds up to creating the employee experience.

At LumApps, we believe the employee experience should be as unique, delightful, and business-critical as the customer experience. So much effort goes into defining and creating a customer experience, and we should put as much thought and work into creating a delightful employee experience.  

Why? When our employees are happy, they're going to be more productive, they're going to be more collaborative, which will ultimately drive more revenue.

How inefficient tools impact the customer experience

Think about it - we’ve all had a poor experience with customer service. If a customer is waiting on hold for 30 minutes because an employee needs to find the right person or the right resource to help with a unique use case, that is a direct reflection of a poor employee experience because the employee doesn't have the tools that they need to support them in their role.

For example, a seamless technology platform means that employees won’t lose time looking for information, asking a colleague for help, or scrolling through a drive. Instead, employees have immediate access to the information they need to do their job, which will directly impact the way their customers are served.

But this interaction requires a mindset shift, starting with company leadership. As leadership thinks about the buying decisions, it’s a worthwhile investment to purchase tools and technology that can support the employee experience from the beginning.  

That’s why many companies are investing in employee experience software, like LumApps. Back in the day, we used to call this software an intranet, but now it's so much more.

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The employee experience software is a centralized hub where the following is possible:

• Secure video sharing
• Self-service chatbots for IT or HR tickets (like changing passwords or requesting PTO)
• Automated workflows
• Streamlined communication messages targeted to the right employees, regardless or platform or work location
• A place for employees to communicate and collaborate asynchronously, no matter their work location

How to measure employee engagement

Just like your customer service team is probably tracking metrics related to customer experience and customer satisfaction, we can do the same thing with employee experience.

LumApps has created integrated analytics so your employee experiences are as measurable and engaging as our customer experiences. The platform allows you to track the most engaging articles and communication pieces, the most engaged employees, who is sharing and commenting most often, and more.

Why track these numbers? We know that when our employees are happy, they're going to be more productive and more collaborative, which will ultimately drive more revenue as happy employees interact with prospective customers. Not only that, but engaged employees will feel more connected to the overarching vision and mission of your organization, which leads to lower turnover.

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