It is vital to ensure that the employee experience and the customer experience are aligned and connected.
Brands that deliver exceptional customer experiences tend to understand that employees need a flag to rally around; a sense that they are creating societal value over and above making money for shareholders. They also need to feel energized, motivated and engaged.
Leading organizations focus on creating an employee experience that enables the desired customer experience to naturally emerge through:
Purpose is the unique, authentic and defining characteristic that sets the experiences employees and customers enjoy apart from all others.
They always go above and beyond from a service perspective and are a very consistent service provider when it comes to flights with minimal delays.
New Zealand CEE respondent, on Air New Zealand