If an average store could move from the bottom quartile to the top quartile in each of the employee experience metrics we studied, they would increase their revenue by more than 50% and profits by nearly as much...if an average store could move from the bottom quartile of performance to the top quartile in each of the four dimensions it would go from generating $57 per person-hour worked to $87 per person-hour. That's more than a 50% increase in revenue.
It makes sense that companies with engaged employees would outperform companies that lacked engaged employees. After all, strong employee engagement rates lead to improved employee longevity and many times, it is these longer-tenured employees who are key to seamlessly delivering CX.
While creating a positive organizational culture is key to enhancing both EX and CX, what happens when it doesn't exist?
This relationship is demonstrated in companies where engaged employees deliver exceptional service, resulting in improved customer relations and business success.
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