Many companies are so focused on their internal structures and processes that they sometimes forget what their customers really want or expect from them. They don’t really listen to their customers and operate ‘inside-out’ rather than ‘outside-in’. In many cases, the same applies to their own employees. However, if you take a close look at the customer/employee experience and try to understand the interaction between the company and its customers/employees (customer/employee journey), you can very quickly understand the moments of truth, existing frustrations (pain points) and unmet needs. The next step is to identify shortcomings and develop strategies and initiatives to close the gaps and optimize the overall customer and employee experience. In many industries, the customer and employee experience are just two sides of the same coin. Optimizing the employee journey not only increases the meaningfulness of the company’s own actions from the employees’ perspective, but also leads to more satisfied customers – who are happy to use the company’s services more frequently. In this way, customer loyalty is increased, profits rise and you are able to really make your brand a ‘love brand’ for customers. As a result, an ’emotional monopoly’ can be established for your brand, which enables sustainable and profitable growth – and thus a dividend on the necessary investments to optimize the customer experience with an above-average ROI. The same is true in reverse, where happier customers generally lead to more motivated, engaged and satisfied employees. If you want to know how you can optimize your customer experience or employee experience, giving your company and your employees a clear direction and thus giving real meaning (back) to all activities, get in touch with us here!