Smiling customer and employee in cafe

Put the EX in CX 28 May 2019

Peter Drucker said, “There is only one valid definition of business purpose: to create a customer. The customer is a foundation of a business and keeps it in existence. The customer alone gives employment.”

Employee Experience (EX) improves Customer Experience. - which in turn improves employee experience. 

Because of this circularity, organisations often get stuck debating where to start. And when debate stagnates, the Program lead is awarded a mammoth, undefined mission. 

At Proto, we know something about effective planning of Employee Experience programs.

Imagine expertly identifying ten or fifteen potential improvements - based on knowledge of how similar initiatives usually play out. And prioritising these by cost and impact from a nuanced view of your organisational culture. 

And, from that point of informed confidence, being able to focus on delivery. 

We’ve seen this approach yield benefits.

Firstly, your Engagement lead’s not tempted to ‘tinsel’ – i.e. to implement immediate, visible initiatives that merely ‘signal Christmas’. Employees can spot tinsel a mile away. (It feeds the trolls). Instead, they consider only initiatives that genuinely affect EX.   

Secondly, the right combination of short and midterm activity builds a body of evidence. As your customers show real response, the business stays engaged. And your Lead doesn’t burnout.

And thirdly, once you’ve demonstrated consistent business growth, resource frees up for longer-leadtime projects that deliver outsized returns. 

We think of employee experience projects targeting three parts of the body corporate: 

Customer Face - Operational employees need tools and skills to deliver outstanding customer experience 

Support Muscle — Staff supporting the customer-face need to be strong mentors and advocates for best process

The Head and the Heart — Marketing, Finance, IT and Procurement staff with corporate responsibility are also closest to distinctive corporate DNA

For best EX programs, very broadly, you should: Start with Customer Face. Grow deep trust amongst this group. Understand what isn’t working. Embed and support right behaviours.

Questions to consider:

Strengthen Support Muscle. Simon Sinek’s book, “Leaders Eat Last”, discusses the "Circle of Safety” which purposely protects those inside a team from challenges outside. By guaranteeing psychological safety, you ensure that support staff hold or adjust the corporate line without overriding the customer agenda. By sharing their discoveries, you dial up transparency and response-ability.

Questions to consider:

Lead with Head, capture with Heart. Products, promise and policy must lead. Ability should drive recruitment and training, before adding EQ for culture fit. 

Questions to consider:

Without a powerful, properly-designed, program, you’re bleeding out. Success will only ever be anaemic.

Employee Training and Workshops

If you need help building EX capability into your internal teams and aligning staff with your CX goals, our workshops solve this business challenge.

Employee Journey Mapping

If you’d like to understand what’s really happening during each employees' journey with your business, our employee journey maps unapologetically show you the broken parts of the employee journey that require urgent attention in days and weeks - not months and quarters.

Developing Employee Insights

If you need deep insights into your employees biggest challenges, we’ll help you close the gap between the services you deliver and what your employees crave..

Building Employees Voice

If you’d like to build on key satisfaction drivers, we can help you understand the voice of your employees and implement service improvements to increase your EX, CX and NPS

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