How Employee Experience & Training Affects Customer Experience

Customer experience has become a goal that SMBs share on a global scale.

In fact, it has become so important that almost 70% of executives believe that organizations will switch focus from products to customer experience.

In their efforts to do so, companies will have to improve employee experience and training as well.

Why? Because there is an undeniable link between employee experience and training with customer experience.

This is why LMS software adoption trends are on the rise, and we can also see many organizations across verticals adopting company culture development strategies.

Here is how employee training and experience affect the customer experience. But before we do that, let’s define employee experience.

What is Employee Experience?

If you work in the HR sector, the first thing that comes to mind at the mention of employee experience is past work experience.

However, it’s not just about past work experience, knowledge, and skill set. Employee experience has everything to do with company culture, especially if it is employee-centric.

It is related to the experience an employee has with the company. Is that company helping him become a better professional? Do employees have the means to control their own career and clarify and pursue their professional goals, all thanks to the resources provided by the firm?

Exceptional employee experience makes employees happy, and happy employees are capable of delivering great customer experience.

To make your employees feel empowered at work takes hard work. You need to know how employee empowerment turns into reality and the right way to do it.

Direct Benefit of LMS Software

Organizing ongoing training for employees is a daunting task. At least when a company wants to deliver personalized training paths, offer unique development opportunities to employees, and make training as convenient as possible.

“Train your employees to self manage work! Try ProofHub Kanban boards.”

LMS software is a sophisticated tool that resolves all these pain points and allows the L&D department to hop on the cutting-edge tech train. How does this work? While an LMS does all of this, the right project management software helps you and your teams stay on the same page while managing projects and communicating with each other.

First of all, LMS software is easy to implement and use as it only requires minimal technical knowledge.

Also, it integrates smoothly with existing internal software solutions used by a company, such as CRM, email marketing, and HR and workforce management software.

Thanks to the Tin Can software specifications, organizations can now leverage LMS to track, capture, and record all learning efforts pursued by the employees.

They can also acknowledge these efforts and use the data to make the training even more engaging and rewarding.

The assessment and reporting tools are there to help companies identify knowledge gaps and deploy custom-tailored courses to enhance the learning experience across the board.

The best thing is that companies don’t have to get employees in the conference room or pay for expensive trips to training centers. With LMS, training can take place wherever and whenever employees want it.

Employee Experience and Training are Intertwined

Now that we have established the base, it’s easy to identify the correlation between employee experience and training.

It appears that employee experience depends heavily on employee engagement and opportunities for personal goal achievement, learning, and growth.

It is quite clear that training has everything to do with all the key pieces of employee experience discussed above.

LMS software enables on-going training opportunities for employees across departments.

On top of that, deep customization options and ability to deliver personalized training experience to each employee guarantee enhanced employee engagement and astonishing employee experience.

In the end, this will have an effect on customer experience, improving it across the board.

How All This Reflects on Customer Experience guarantee enhanced employee engagement

When there is nothing more to be done on product improvements, businesses competing for their own slice of the market have to allocate their resources to creating the ultimate customer experience. And this is exactly what happens on a global scale.

According to Gartner, customer experience is a brand new marketing battlefront. Statistics support this. Almost 90% of companies expect to compete with adversaries on this battlefront.

Driving employee engagement with ongoing training and improving company culture creates the perfect climate for business growth and development.

It is a fact that companies that excel at customer experience have 150% more engaged employees than their counterparts with poor customer experience.

This is the evidence that directly supports the claim that customer experience is indeed correlated to employee experience and training via engagement.

According to the same source we linked above, companies with highly engaged employees outperform their counterparts by 147%.

The studies have also found that 79% of employees working in companies with above-average customer experience are highly engaged at work.

On the other hand, in companies with below-average customer experience scores, only 49% of employees report that they are engaged in their jobs.

Other Benefits of Investing in Employee Training and Experience

Building a stable customer base, and excelling at customer relationship management are not the only things that come as a result of a great employee training and experience strategy.

Yes, the companies that invest in training and employee experience are four times more profitable than those that deem this unnecessary.

Here are some other important benefits that definitely deserve your attention:

• Improved competitive advantage.
• Consistent revenue stream.
• Ability to sustain and fuel growth.
• Decreased employee turnover/increased employee satisfaction.
• Higher employee retention.
• Ability to attract and recruit top industry talents.

Wrap Up

It’s obvious that the synergy of employee training and employee experience has a positive impact on customer experience.

This is why both employee training and experience have to stop being an HR-only concern. They have a positive impact on an organization as a whole.

This is why the entire leadership has to continuously work on supporting all efforts related to building more efficient employee training and better employee experience.

Author Bio: Angela White is an ed-tech enthusiast with a passion for writing for the consumer market in the areas of product research and marketing using quizzes and surveys. Having a knack for writing and an editorial mindset, She is an expert researcher at a brand that’s known for creating delightfully smart tools such as ProProfs Quiz Maker.