While the majority of people agree that revenue growth is due to excellent customer experience, the success for this credit depends on who you’re talking to. Recently, studies have shown that there is a substantial impact of employee experience on revenue and profits. In particular, stores with higher skilled and full-time, customer-facing employees generated much greater sales per hour. Therefore, executives should consider recognizing how their employees impact company revenue. A company that utilizes customer-facing employees should be aware that this matters tremendously to the success of the business.
- We looked at company financial data on one hand, and metrics related to the employee experience on the other.
- Companies with more tenured, more experienced, and higher skilled employees had higher revenues.
- Customer-facing employees are not costs to be minimized, but high impact investments.
“Employees, especially customer-facing employees, would seem to play a central role in customer experience.”