I keep saying over and over again… Happy people sell more!

But that said, the truth is that happy employees create a great experience that customers enjoy. The way this gets driven is by creating an intentional culture. How? By reaching consensus about ways to express the team’s shared values and being consistent about it.

The process of Customer Success is no different than the process of Employee Success - Do you agree?

They are created in the very same way: when the team is consistent across the board with their behaviors, expressing their shared values, anyone experiencing this culture has the same experience.

The HR people are part of the full team. Therefore, the behaviors of the HR team members would be the same as the behaviors of sales, marketing, engineering etc. And who gets to experience it? While the employees experience the behaviors of HR, the customers experience the behaviors of everyone else.

Same behaviors —> same culture —> same experience.

One good place to start and maintain this culture is in People Operation (HR). People Operations drives the culture, giving employees the experience that they will, in turn, replicate as they interact with the customers.

Employee Experience is the driver f Customer Experience.

Do you have a strategic partnership and a shared process that both People Ops and Customer Success use?

The photo was taken from https://partners.wsj.com/servicenow/go-with-the-workflow/bridging-the-experience-gap/