In this episode of Biz-Souls, Rona Lewis and Jeffrey Hansler tackle the ultimate chicken-and-egg question in business: Which comes first, the customer or the employee? Spoiler alert: they both agree—the employees are the golden goose here!

The discussion reveals how focusing on employee experience (EX) builds the foundation for outstanding customer experience (CX). Companies expecting their teams to champion innovation and engage with customers authentically must first create environments where their employees feel valued, supported, and—dare we say it—excited to show up to work. Jeffrey notes that the real challenge lies in navigating the lag time between leadership decisions and how employees and customers respond to them. A leadership misstep? You might not see the ripple effect for weeks.

Rona and Jeffrey’s verdict? Empower your employees, and your customers will thank you later—possibly with a 5-star Yelp review.

Connect the dots with past episodes:

Episode 128: "Insuring HR is Taken Care of with Innovative Approaches" – A deep dive into leadership’s role in employee satisfaction and engagement.

Episode 139: "Play for Better Living!" – Highlighting how fun and fulfillment can re-energize employees, leading to better CX.

Episode 140: "Giving and Receiving Instructions – A Playful Journey!" – The impact of communication and expectations on employee effectiveness.

Related Sources:

hrexchangenetwork.com - Employee Experience Links to Customer Experience

cmswire.com - Why Great Employee Experience Leads to Great Customer Experience

businessleadershiptoday.com - How Customer Experience Is Related to Employee Experience

qualtrics.com - Customer Experience and Employee Experience

cultivatedmanagement.com - Customer Experience Follows Employee Experience

johnspence.com - Which Should Come First? The Employee or the Customer?