A few weeks ago, I wrote a guest post for Jeannie Walters of 360Connext titled “A Great Customer Experience Trumps....” At the end I posed the question: “What trumps a great customer experience? Only one thing. Can you guess?”

I’m going to answer the question now. Quite simply, the answer is: The employee experience.

I’ve been talking about the importance of employees in the customer experience equation since my days at J. D. Power and Associates 20 years ago, and yet, in the heat of customer-experience design efforts, employees are forgotten.

Don’t believe me? There’s a ton of evidence out there that makes the link between the employee experience and the customer experience and, ultimately, on business outcomes.

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