How does employee experience drive better customer experience?

This blog highlights the stressed condition of the customer service employees and why motivating and valuing them is important. Believe it or not, employee experience drives customer experience. 

Por eso, recompensarles con regalos personalizados puede convertirse en un motivador eficaz y encantador. 

Aunque el agotamiento y la rotación son una realidad candente en todos los puestos de trabajo, se han convertido en una segunda naturaleza de los centros de contacto y las funciones de atención al cliente. 

 Además, los investigadores también han descubierto que la mayoría de los empleados de los centros de contacto tienen malos hábitos alimentarios y recurren al tabaco como vía de escape rápida del estrés. En casos extremos, pueden sentirse socialmente alejados de la familia y los amigos, ya que el estrés laboral les consume por completo, y a menudo trabajan horas intempestivas. 

Es un problema grave para las empresas. Tenga en cuenta que los agentes de su centro de contacto actúan como embajadores de la marca durante sus cientos y miles de interacciones con los clientes. 

If agents get botched up by the ever-rising demands from customers, it affects their call quality. In fact, there is a 40% productivity drop and 50% more errors made while multitasking in the domain of customer service jobs. 

And the worst part is, if they fail to deliver stellar service expectations, customers don’t think twice before taking their business elsewhere. 92% of consumers have said that an agent’s perceived happiness affects their personal customer experience. 

Por lo tanto, para garantizar un servicio al cliente por encima de la media, es de vital importancia comprender el origen del estrés de los agentes y las formas de superarlo. 

Why are customer service employees stressed? 

Here are some reasons that highlight why customer service employees are stressed: 

1. Ambigüedad de roles 

Amidst the pressure of improving operational efficiency, maximizing customer satisfaction, and collecting crucial customer information, a contact center agent role is a crucible of conflicting demands. 

¿Cómo puede resolver rápidamente los problemas y hacer que el cliente se sienta valorado individualmente? ¿Cómo puede reducir las colas de clientes en las llamadas al tiempo que documenta cuidadosamente cada interacción? Estos KPI aparentemente contradictorios provocan un aumento meteórico del estrés. 

2. Expectativas de rendimiento poco realistas 

Los agentes tienen que ser rápidos y muy eficientes. Para mantener su trabajo y crecer, quieren recibir críticas positivas de los clientes casi todo el tiempo. Además, tienen que defender a su empresa aunque haya perjudicado al cliente. 

A menudo, estos parámetros y evaluaciones no tienen en cuenta las circunstancias o emociones personales. Por último, el estrés alcanza su cenit, lo que hace increíblemente difícil mantener la moral de los empleados. 

3. 3. Conflicto emocional 

A study published in the Indian Journal of Community Medicine discovered that agents’ stress mainly gets triggered by the need to hide emotions, as agents are expected to record every customer interaction with great positivity, regardless of their own feelings at that particular moment. 

Requiere un enorme trabajo emocional representar el juego de la positividad forzada cuando tu propio espíritu está en el nadir, dando lugar a la ira latente, la amargura y la frustración. 

4. Salarios no atractivos 

Con una remuneración apenas por encima del mínimo, el salario por hora concedido a los puestos de atención al cliente puede ser muy desmotivador. Cuando uno piensa que se encuentra en la parte inferior del tótem, el miedo a que un solo error le cueste el puesto de trabajo siempre perdura. Esto pone a los agentes en modo de supervivencia en el trabajo, haciéndolos perennemente inseguros. Esto por sí solo acumula un montón de estrés. 

How does good employee experience drive customer experience? 

De-stressing customer service employees are more engaged and deliver a great customer experience.

A Deloitte survey found that 80% of respondents rated Employee Experience as important or very important for business strategy in delivering great CX. It’s not surprising since it’s the employee experience that owns the customer experience. 

Cuando los empleados sienten que se les trata bien, se implican a fondo en su trabajo y encuentran un significado y una satisfacción más profundos en la forma en que sus funciones contribuyen a un propósito mayor, van más allá de la norma para transmitir ese sentimiento a los clientes. 

She mentioned in Forbes that companies that lead in customer experience have 60% more engaged employees. Employee Engagement Benchmark Study substantiated Morgan’s claim by finding out that customer experience leaders have more engaged employees than organizations who send out poor customer experiences. 

Cuanto más se mira, más fácil resulta encontrar el vínculo inseparable entre la experiencia del empleado y la experiencia del cliente, independientemente de los sectores y segmentos. Las razones se enumeran a continuación. 

1. Forjan relaciones mejores y más profundas con los clientes 

Una relación más sólida entre empleado y cliente se basa en tres pilares: Presencia, atención y actitud. 

Cuando un empleado está contento en su puesto de trabajo, no sólo se mantiene alejado del absentismo (presencia), sino que es más probable que atienda las necesidades de los clientes con rapidez (atención) y con contagiosas vibraciones de positividad (actitud). 

This efficiency, coupled with positivity, gets carried forward to customers, resulting in heightened customer happiness and loyalty. One can understand from Gallup's assertion that companies with happier employees show 147% higher earnings per share than their competitors. 

2. La innovación y la creatividad saltan de alegría 

La interacción entre empleados y clientes no siempre es un guión. Cuando observamos un cambio radical en las preferencias y modos de interacción de los clientes, la innovación y la creatividad se convierten en la prueba de fuego de la experiencia y la satisfacción del cliente. 

It is very much in alliance with common sense. If employees are energized and motivated at every moment of their work experiences, they will stay around for longer durations. The more they stick around, the more specialization they develop, along with deeper knowledge of how best to serve customers. 

3. Siempre te hacen quedar mejor 

Un empleado feliz, uno verdaderamente feliz, es tolerante con algunos inconvenientes de su propia organización. Desea sinceramente que la empresa alcance cotas vertiginosas de éxito. En consecuencia, suaviza el borde de un posible malhumor o enfurruñamiento en su existencia general en las interacciones organizativas. 

Esta conexión positiva e íntima con la organización le mantiene siempre al tanto del prestigio y la reputación de su marca, lo que le hace no escatimar esfuerzos para presentarla de la forma más positiva y esclarecedora a sus clientes. 

Como dice el refrán, la marea alta levanta todos los botes, barcos y navíos. Cuando las organizaciones crean grandes experiencias para los empleados, todo y todos los relacionados con la empresa ganan Empleados, clientes, líderes, ejecutivos y accionistas. 

The right solution: Reward, recognize, and engage 

Since stressed-out customer service employees are battling at two fronts, namely emotional and economic, creating a reward and recognition system that addresses both the evils and thereby values the employees is a must. 

It’ll also motivate other employees to become top performers like their colleagues. In fact, a Gallup survey mentions that 74% of those who say their team receives praise also strongly agree that they have the feeling that what [they are] doing at work is valuable and useful. With the instilling of a sense of right purpose, your CX team will understand and feel how integral and valuable they are to your business. 
 
By distributing experiences in the form of gift cards, you can gift me-time to your most stressed-out employees.  

De hecho, es el momento de la recompensa y el reconocimiento que evoca en sus empleados de CX la sensación de que los valora profundamente, y su contribución es directamente proporcional a los resultados de la empresa. Se trata, pues, de enmarcar una verdad axiomática: empleados más felices = clientes más felices. 

Reward ideas to engage customer service employees 

Customer service employees are the frontline ambassadors of your brand. Rewarding them with thoughtful, relevant gifts not only boosts morale but also improves performance and retention. Here are categorized reward ideas designed to engage and appreciate customer service teams: 

Merchandise: 

High-quality merchandise provides both utility and a sense of recognition. It’s practical, memorable, and aligns well with daily work-life needs. 

• Premium wireless headphones – Enhance focus and comfort during long shifts. 
• Ergonomic office accessories – Improve posture and productivity at workstations. 
• Smart desk lamps or organizers – Blend function and style for better workspace vibes. 

Experiences: 

Experiential rewards help employees de-stress and feel valued by creating lasting memories outside of work. 

• Spa day or wellness retreat – Promote relaxation and mental well-being. 
• Cooking or art workshops – Encourage creativity and work-life balance. 
• Local cultural experiences or city tours – Great for weekend rejuvenation. 

Prepaid cards: 

Financial flexibility or the chance to give back makes employees feel trusted and socially empowered with prepaid cards. 

• Visa or Mastercard prepaid cards – Spendable anywhere, giving full control to the recipient. 
• Reloadable transport cards – Support daily commute needs in urban areas. 

Swag: 

Company-branded swag fosters a sense of belonging and pride while also being functional and stylish. 

• Custom jackets or hoodies – Perfect for team spirit and casual wear. 
• Branded water bottles or mugs – Daily-use items with a personalized touch. 
• Laptop sleeves or tote bags – Practical, sleek, and proudly branded. 

Top-ups & subscriptions: 

Digital subscriptions and top-ups are convenient, instantly delivered, and cater to everyday needs. 

• Mobile recharge vouchers – Keep employees connected effortlessly. 
• Streaming platform access – Ideal for unwinding after work. 
• Food delivery subscriptions – Take care of lunch or dinner breaks with ease. 

Food & grocery: 

Food-related rewards bring immediate satisfaction and are ideal for celebrating everyday wins or festive occasions. 

• Gourmet snack boxes – Delightful, ready-to-enjoy treats. 
• Online grocery vouchers – Help simplify their shopping needs. 
• Meal delivery credits – A convenient and appreciated break-time solution. 

Health & wellness: 

Supporting well-being shows you care about your employees’ long-term physical and emotional health. 

• Fitness tracker bands – Encourage movement and self-care. 
• Mental wellness app access – Support mindfulness, sleep, and stress reduction. 
• Healthy snack subscriptions – Offer a delicious yet nutritious gifting option. 

When customer experience slips, empowered employees step in 

Even the best-designed customer journeys can encounter friction. A delayed delivery, a billing error, or a misunderstood policy—no matter how refined your systems, human or technical missteps are inevitable. In these critical moments, it’s your frontline employees who serve as the bridge between disappointment and delight. 

But here's the key: for customer service employees to consistently turn tense situations around, they need to feel supported and valued themselves. When employees are empowered—through recognition, trust, and internal rewards—they’re far more likely to extend that same sense of care to your customers. 

A Gallup survey found that 74% of employees who receive frequent praise feel that their work is valuable and useful. That sense of meaning isn’t just an internal morale boost—it directly affects how those employees interact with your customers, especially during challenging moments. 

Why rewards work better than apologies (or discounts) 

When a customer has had a frustrating experience, simply saying "sorry" is no longer enough. Even offering a generic discount often falls short—especially if customers feel it’s transactional or impersonal. What creates true emotional recovery is a gesture that feels thoughtful and surprising. 

Research backs this up. Harvard Business Review notes that surprise changes behavior and deepens emotional bonds between brands and customers. Gifting creates a moment of unexpected delight—turning a negative experience into a brand-defining moment. 

Gifts like digital gift cards, experience vouchers, or food delivery credits feel more personal than a coupon code. They’re perceived as tokens of appreciation, not just damage control. In fact, 94% of customers who received a gift or special recognition said they felt more positive about the brand, and over a third said they’d increase their purchases. 

The employee experience connection: 

The secret to delivering this kind of recovery consistently? Equipping and encouraging employees to act. When your customer service team has access to a pre-approved catalog of gifts, rewards, and digital experiences, they don’t have to escalate issues or wait for approvals—they can instantly delight customers on the spot. 

But that ability stems from trust, and trust comes from experience. When employees themselves are regularly recognized—whether through peer-to-peer shoutouts or meaningful incentives, they understand the power of feeling seen. They become more emotionally invested in passing that feeling along to your customers. 

Skip the discounts, invest in loyalty 

When it comes to delighting disappointed customers, the instinctive fallback is often a discount. While this can be effective as a one-off gesture—especially for high-value purchases, overusing it can be damaging in the long run. Here's why: 

1. Financial fallout 

Frequent discounting eats into margins and weakens overall revenue. It may feel like a quick fix, but gifts or fixed-threshold perks like free shipping are often more cost-efficient.  

2. Customer experience consequences 

Discount fatigue is real. When customers are constantly exposed to deals, they become desensitized and start waiting for bigger, better offers, delaying action instead of encouraging it. 

Eventually, the thrill of a 10% or 20% discount wears off when they expect 40% just around the corner. This not only kills urgency but also undermines customer trust. 

3. Brand perception decline 

Consistent discounts can erode your brand’s value. Over time, customers begin associating your business with cheapness rather than quality. Once you’re labeled a “discount brand,” it’s incredibly hard to reverse that perception—no matter how innovative or premium your offerings may be. 

The better alternative? Thoughtful, surprise rewards. They reinforce your brand’s care and character, build stronger emotional connections, and help restore trust without sacrificing your margins or image.  

Combine this with a well-structured loyalty program—where customers earn points for actions like purchases, referrals, or feedback—and you create a consistent reason for them to return.  

Add in exclusive perks like early bird discounts, member-only sales, or first access to new products, and you're no longer just winning back loyalty—you're building it into the fabric of your customer experience. 

Reflexiones finales 

In the world of modern CX, happy employees aren’t just a nice-to-have—they’re the secret weapon behind loyal, delighted customers. When your team feels empowered, valued, and recognized, they don’t just resolve issues, they build relationships. 

That’s where a smart digital rewards platform like Xoxoday Plum makes a powerful difference. Xoxoday Plum enables you to integrate personalized, meaningful rewards into key moments of the customer journey—whether it’s resolving a service issue, collecting feedback, or celebrating loyalty milestones. By recognizing customers in real time and at the right touchpoints, you enhance satisfaction, deepen relationships, and drive long-term brand advocacy. 

Ready to turn every customer interaction into a memorable experience? 
Book a free demo with Xoxoday Plum and discover how rewards can redefine your customer experience strategy.