Employee Experience and Customer Experience: Beyond Retention and Loyalty

70% of brand perception is settled by employees and 41% of customer loyalty comes from positive employee attitude. Forrester defines customer experience as the "cumulative impact of multiple touch-points" over the course of a customer's interaction with an organization. Employee experience is what employees perceive during their interaction with career elements (e.g. firms, supervisors, coworkers, customer, environment, etc.) that affect their cognition (rational acquisition) and affection (internal and personal acquisition) The way an employee feels about a brand reflects in the way they treats it's customers.