Business Changing

Profit and Growth Specialist

Employee experience IS customer experience

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Employee experience IS customer experience

Have you heard the saying that employee experience is customer experience?

As in, the experience your employee is having at your workplace will be the experience they give your customers — good, bad, or downright dangerous…

If they’re happy at work, if they feel looked after and respected and purposeful in their work, they’ll do the same to your customers in their dealings with them.

If, on the other hand, they’re burnt out, feeling hard-done-by and unappreciated, guess what kind of experience they’ll give your customers…

Have you ever brought something from someone and thought, “That was surly service — they must be having a bad day or they really hate their job?”

What impression will your employees be making on your customers?

Will your employees be singing the praises of your company to customers? Or will they be bad-mouthing you?

Will they go the extra mile for your customers or will they say ‘no’ at the first opportunity?

Clue: one way to measure this is to look at your customer reviews — is the feedback glowing? Or does it not mention the service or their experience at all? Very telling…

Take some time today to think about the experience your team is having at work and how that might show itself as your team deals with your customers…

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  • "Zac has given myself and the business a real sense of clarity, and a better sense of day-to-day achievement for myself and the team. Zac’s ability to ask questions that are relative and beneficial have helped me grow the business and my self-awareness and create a more enjoyable workplace. Give Zac an inch and he’ll take you a mile!”
    Mathew Phelan, New World Churton Park
  • "Great two-day workshop that gives you a chance to reflect on your business, and focus on key points that need to be addressed to maximize your effectiveness and outcomes. The workshop was both entertaining and informative and really helped us to think about how we might navigate Covid / post-Covid, and plan out our next few years to guide the direction of the business. Food and hospitality was also great. Highly recommended!"
    Nelson Raynor, Isle of Eden
  • "Zac has also become a key enabler and contributor to us working towards the development of both our employee engagement and customer experience roadmaps. Kotahi is a new and fast-paced environment and it has been great to have Zac as a trusted advisor to both myself and the CEO. He has a no-nonsense and solid experience-based approach to his consulting style. I have enjoyed working with Zac and look forward to continuing on our engagement journey with the support of Business Changing”
    Jay Padden, HR General Manager, Kotahi
  • "Transformational… Revolutionary… Awesome… Take your pick! Our business looks nothing like it did just three months ago – our brand is visible in the market, there’s a buzz about what we are doing, doors are opening and our heads are in the game. Business Changing changes business for the better… I’m very very thankful we met – my only regret is that we didn’t seek you out sooner!"
    Nick Brown, Huffman Sauces
  • "The business planning workshop run by Zac is a great opportunity to challenge existing thinking in your business and take results to the next level. The workshop was well thought out and provided a structured environment to channel ideas and ambitions. Zac has the perfect presenting style allowing for plenty of interaction amongst your team and networking with other business from a variety of backgrounds. Highly recommended"
    Gray Borell, Novii
  • "Zac is incredibly insightful, inspiring and has been absolutely vital in contributing to the growth of my business. He's made me think beyond my goals and really given me the push my business has strived for."
    Bex Riley, Tosca Salome
  • "Zac’s business workshop totally exceeded my expectations. The two days are well planned out to ensure your thought process takes you through the various stages needed to question why you are in business, where your business currently is at and where you want your business to be. Provoking questions, explanations, stories, presentations from successful entrepreneurs and of course Zac’s personal attention ensure you walk away with a clear and dynamic business plan. The venue was perfect, the lunch and refreshments sublime."
    Rachel Kann, IQ Property Management