Employee Experience Drives Customer Experience: Communication is the Key Driver
Edition: 1
Copyright: 2025
Pages: 190
Edition: 1
Copyright: 2025
Pages: 166
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Ebook
$15.00 USD
Employee Experience drives Customer Experience: and Communication is the Key Driver is about how Employee Experience drives Customer Experience and how Communication plays a central role in how you can improve these two. Why is it important nowadays to build on Customer Centricity, and how Communication as a key competence plays a role in this. How it helps to increase the capability and competences to change and innovate. And why it is important to improve the ability of your interaction with the Customer in all aspects where there is an impact on how customers experience your Brand and Organization. This book will give concepts on what Communication means in this aspect and how to improve on it.
Information richness and Communication culture are the two concepts of Communication and how you can improve on these are key drivers for Employee Experience and Customer Experience. If you want to build and increase the Customer Experience, you must take in account your own Employees. Employee Experience is a major source and driver for Customer Experience. It all starts there.
What Information is available and how insights will be used in day-to-day and strategic decision making? We will also address what values work together and what drives organization in how they behave internally and interact with Customers and citizens.
Alexander Stoter did his masters in Communicatie Science at the University of Amsterdam, and Language and Communication Studies at the University of Utrecht. Born and based in the Netherlands.
Worked in various roles marketing, customer experience and communication in different industries like Telco, Energy & Utilities, Information and Software Service for professionals, IT Services, Banking & Credit Card and Consultancy in Change Management & Communication. Wrote books in Dutch on the matter or Organization & Change Management and on Implementing Internet and Interactive Strategies.
Since 2015 he has been the owner of the content platform customercentricexperience.com owned by Customer Centric Selling.
He has worked at various companies like American Express, Vodafone, Wolters Kluwer, E.ON. He is currently working at KPN, a Telecommunications and ICT provider based in the Netherlands.
"This book provides a practical guide for promoting change and customer-centricity, supported by scientific literature and in-depth thinking. Discover how effective communication is the key to agility and how internal values and external goals converge for optimal customer experience. With inspiring examples and well-founded insights, this is an excellent resource for anyone looking to transform information into impactful actions."
Prof. Dr. Theo J Bastiaens, Rector magnificus
Executive Board Open University of the Netherlands
"In a world where customer expectations are constantly changing, customer focus is not a department but a culture. This book shows how a strong Employee Experience (EX) is the key to an excellent Customer Experience (CX) - and how communication is the essential link between the two and in the transformation to a better customer experience. In this book you will read how communication - internal and external - plays a crucial but structurally underutilized role in the transformation to a customer-centric organization. It is not an afterthought, but a core competence that determines whether customer focus is truly carried and experienced.
With sharp insights, inspiring case studies and practical tools, you will discover how organizations develop customer focus from the inside out. From leadership to frontline, from internal dialogue to customer interaction: this book shows why true customer centricity starts with employees feeling heard, understood and involved.
For anyone who wants to sustainably improve customer experience - from HR to CX professionals, from communications specialist to CEO."
Nils Schmeling - CX consultant & managing partner NECXT
Employee Experience drives Customer Experience: and Communication is the Key Driver is about how Employee Experience drives Customer Experience and how Communication plays a central role in how you can improve these two. Why is it important nowadays to build on Customer Centricity, and how Communication as a key competence plays a role in this. How it helps to increase the capability and competences to change and innovate. And why it is important to improve the ability of your interaction with the Customer in all aspects where there is an impact on how customers experience your Brand and Organization. This book will give concepts on what Communication means in this aspect and how to improve on it.
Information richness and Communication culture are the two concepts of Communication and how you can improve on these are key drivers for Employee Experience and Customer Experience. If you want to build and increase the Customer Experience, you must take in account your own Employees. Employee Experience is a major source and driver for Customer Experience. It all starts there.
What Information is available and how insights will be used in day-to-day and strategic decision making? We will also address what values work together and what drives organization in how they behave internally and interact with Customers and citizens.
Alexander Stoter did his masters in Communicatie Science at the University of Amsterdam, and Language and Communication Studies at the University of Utrecht. Born and based in the Netherlands.
Worked in various roles marketing, customer experience and communication in different industries like Telco, Energy & Utilities, Information and Software Service for professionals, IT Services, Banking & Credit Card and Consultancy in Change Management & Communication. Wrote books in Dutch on the matter or Organization & Change Management and on Implementing Internet and Interactive Strategies.
Since 2015 he has been the owner of the content platform customercentricexperience.com owned by Customer Centric Selling.
He has worked at various companies like American Express, Vodafone, Wolters Kluwer, E.ON. He is currently working at KPN, a Telecommunications and ICT provider based in the Netherlands.
"This book provides a practical guide for promoting change and customer-centricity, supported by scientific literature and in-depth thinking. Discover how effective communication is the key to agility and how internal values and external goals converge for optimal customer experience. With inspiring examples and well-founded insights, this is an excellent resource for anyone looking to transform information into impactful actions."
Prof. Dr. Theo J Bastiaens, Rector magnificus
Executive Board Open University of the Netherlands
"In a world where customer expectations are constantly changing, customer focus is not a department but a culture. This book shows how a strong Employee Experience (EX) is the key to an excellent Customer Experience (CX) - and how communication is the essential link between the two and in the transformation to a better customer experience. In this book you will read how communication - internal and external - plays a crucial but structurally underutilized role in the transformation to a customer-centric organization. It is not an afterthought, but a core competence that determines whether customer focus is truly carried and experienced.
With sharp insights, inspiring case studies and practical tools, you will discover how organizations develop customer focus from the inside out. From leadership to frontline, from internal dialogue to customer interaction: this book shows why true customer centricity starts with employees feeling heard, understood and involved.
For anyone who wants to sustainably improve customer experience - from HR to CX professionals, from communications specialist to CEO."
Nils Schmeling - CX consultant & managing partner NECXT