How Employee Satisfaction Impacts Customer Satisfaction – CX Minute Episode 9

Companies have transformed the customer experience through a shift in the corporate culture that delivers rich employee engagement. Juan Blancho, HR Manager at Sitel Philippines discusses why satisfied employees lead to an enriched experience to their customers.



Employee satisfaction is highly influential because employees perform at their best and can impact customer satisfaction when they are at their optimal levels. From a HR perspective, that means a total package ranging from the existing climate to their potential career. That means that the atmosphere provided by the workplace should be conducive to support their potential. Beyond being a satisfied employee, the employee who delivers the best customer service is the well-equipped employee. Now to be well equipped, it’s definitely not via product training alone. It encompasses being able to influence everything – from employees’ perception, to their habits, and their total lifestyle. After all, we are all customers to each other. Before we cover the needs of our customers, we cater each other’s needs first.
Happy workers, happy customer!