Employees – a company’s most valuable and most important resource
The employee experience (EX) and customer experience (CX) are interconnected. By listening to employees and reducing points of friction, a company improves both the employee and customer experiences. More, by helping employees understand their role in CX, companies can improve the customer experience.
Rather than expanding upon these concepts, this book’s mission is to provoke thought by providing questions to grapple with. If you don’t already know, most of this book will be blank because there are no legitimate reasons not to focus on the employee experience.
I invite you to use this resource not only as a conversation starter, but also as a functional notebook. And I’d love to hear from you about the conversations and reactions this book ignites.
Have a question about roles/standards for a role/job description based on customer expectations vs industry norms.
Praise for Reasons NOT to Focus on Employee Experience
“Nick takes the topic of Employee Experience and breaks it down into a no-nonsense, commonsense approach.”
—DAN COCKERELL, Disney Keynote Speaker, author, 26-Year Disney Veteran, Vice President of Magic Kingdom
“An insightful and practical guide to grow your business. A must-read for anyone in CX.”
—AMANDA HROMCO, Global Customer Experience Leader
“Spot on Customer Experience analysis by Nick! It’s a must have for those Customer Experience professionals looking to elevate their organizational value.”
—JERRY CAMPBELL, Director of E&I Ops Consumer Services at UnitedHealthcare
“From cover to cover, I get more out of this book each time I use it. This will be one of my go-to books to gift to any CX practitioner, regardless of how new or experienced they are!”
—THERESE STEINER, CX speaker, CCXP, and co-author of F-Notes: Facilitation for Quality
“To focus on CX, you must first focus on EX. This book will help you do just that.”
—JASON ANDERSON, Director of CX/UX & Corporate Communications at BriskHeat
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