How does employee experience drive better customer experience?

A happy team creates happy customers. Learn how improving employee experience through rewards and a strong employee experience platform can elevate customer satisfaction and loyalty across the journey.

Written by Prasad Dhamdhere, 15 Apr 2025

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. 

C'est pourquoi les récompenser par des cadeaux personnalisés peut s'avérer un moyen de motivation efficace et agréable. 

Bien que l'épuisement professionnel et la rotation des effectifs soient une réalité brûlante pour toutes les fonctions, ils sont devenus une seconde nature pour les centres de contact et les fonctions d'assistance à la clientèle. 

 

Countless studies and reports have placed the insignia of authenticity on it:

↠ 74% of agents are at risk for burnout, and 30% of those individuals are at severe risk. 

↠ 58% of contact center workers were significantly more stressed, 63% more depressed, and 34% percent more anxious than people in other professions. 


 En outre, les chercheurs ont également constaté que la plupart des employés des centres de contact ont de mauvaises habitudes alimentaires et ont recours à la cigarette pour échapper rapidement au stress. Dans les cas extrêmes, ils peuvent se sentir socialement éloignés de leur famille et de leurs amis, car le stress lié au travail les consume totalement, et ils travaillent souvent à des heures indues. 

C'est un problème sérieux pour les entreprises. Notez que les agents de votre centre de contact agissent en tant qu'ambassadeurs de la marque au cours de leurs centaines et milliers d'interactions avec les clients. 

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. 

Pour garantir un service à la clientèle irréprochable, il est donc primordial de comprendre la source du stress des agents et les moyens de le surmonter. 

Customer experience is the holistic impression that a customer has on a brand in every aspect of a buyer's journey. This impacts the bottom line of a brand, including revenue. 

Why are customer service employees stressed? 

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

1. Ambiguïté des rôles 

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. 

Comment résoudre rapidement les problèmes et faire en sorte que le client se sente valorisé ? Comment réduire la file d'attente des clients tout en documentant soigneusement chaque interaction ? Ces KPI apparemment contradictoires donnent lieu à une montée fulgurante du stress. 

2. Attentes irréalistes en matière de performances 

Les agents doivent être rapides et très efficaces. Pour assurer la pérennité et la croissance de leur emploi, ils ont besoin d'avis positifs de la part des clients presque en permanence. En outre, ils doivent défendre votre entreprise même si elle a causé un préjudice au client. 

Le plus souvent, ces mesures et ces évaluations ne tiennent pas compte des circonstances ou des émotions personnelles. Enfin, le stress atteint son paroxysme, ce qui rend incroyablement difficile le maintien du moral des employés. 

3. Conflit émotionnel 

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. 

Il faut un énorme travail émotionnel pour mettre en œuvre le jeu de la positivité forcée lorsque votre propre esprit est au plus bas, donnant naissance à la colère, à l'amertume et à la frustration dormantes. 

4. Salaires peu élevés 

Avec une rémunération à peine supérieure au minimum, le salaire horaire accordé pour les fonctions de service à la clientèle peut être très démotivant. Lorsque vous pensez que vous vous trouvez au bas de l'échelle, la crainte qu'une seule erreur vous fasse perdre votre emploi persiste. Cela met les agents en mode de survie au travail, ce qui les plonge dans une insécurité permanente. À lui seul, cet état de fait est source de stress. 

How does good employee experience drive customer experience? 

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

"Prenez soin de vos employés et ils prendront soin de votre entreprise" - Richard Branson, fondateur du groupe Virgin 

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. 

Lorsque les employés ont le sentiment d'être bien traités, qu'ils s'investissent pleinement dans leur travail et qu'ils trouvent un sens et une satisfaction plus profonds dans la manière dont leur rôle contribue à un objectif plus grand, ils vont au-delà de la norme et transmettent ce sentiment à leurs clients. 

CX expert, Blake Morgan, believes the link between customer experience and employee experience is undeniable. (Source: Forbes

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. 

Plus on y regarde de près, plus il est facile de trouver le lien inséparable entre l'expérience des employés et l'expérience des clients, quels que soient les secteurs et les segments. Les raisons sont énumérées ci-dessous. 

1. Ils nouent des relations plus étroites et plus profondes avec les clients 

Une relation employé-client plus forte repose sur trois piliers : la présence, l'attention et l'attitude. 

Lorsqu'un employé est heureux sur son lieu de travail, il ne se contente pas d'éviter l'absentéisme (présence), mais il est plus enclin à répondre rapidement aux besoins des clients (attention) et à faire preuve d'une positivité contagieuse (attitude). 

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. L'innovation et la créativité sont au rendez-vous 

L'interaction entre l'employé et le client n'est pas toujours un scénario scénarisé. Lorsque nous observons un changement radical dans les préférences des clients et les modes d'interaction, l'innovation et la créativité deviennent le test décisif de l'expérience et de la satisfaction des clients. 

BI Worldwide data reports a strong relationship between employee happiness and innovation. Only 6% of employees mentioned that they bring out their best ideas despite being unhappy.

This proportion rises to 82% with happy employees. The clarion call, then, is clear: Though unhappy employees may deliver acceptable customer experience, they are misfit to bring innovation in their work. 

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. Ils vous présentent toujours sous un meilleur jour 

Un employé heureux, un employé vraiment heureux, est tolérant face à quelques difficultés de la part de sa propre organisation. Il souhaite sincèrement que l'entreprise atteigne des sommets vertigineux. Par conséquent, il atténue les risques de ronchonnement ou de bouderie dans son existence générale au sein des interactions organisationnelles. 

Ce lien positif avec l'organisation lui permet d'être toujours conscient du prestige et de la réputation de votre marque, ce qui l'incite à tout mettre en œuvre pour présenter votre marque sous le jour le plus positif et le plus éclairant possible à vos clients. 

Comme le dit le proverbe, une marée haute soulève tous les bateaux, les navires et les embarcations. Lorsque les entreprises créent des expériences exceptionnelles pour leurs employés, tous les acteurs de l'entreprise en sortent gagnants : employés, clients, dirigeants, cadres et actionnaires. 

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.  

En effet, c'est le moment des récompenses et de la reconnaissance qui évoque chez vos employés CX le sentiment que vous les appréciez profondément et que leur contribution est directement proportionnelle aux résultats de l'entreprise. Il s'agit donc d'une vérité axiomatique : des employés heureux = des clients heureux. 

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. 

From Burnout to Buy-In: How HealthKart Reignited Engagement with Rewards

Plum’s rewards platform doesn’t just act as a stress eliminator and ultimate motivator for employees but makes them a thoroughly engaged resource - resulting in an enhanced bottom line.


Riled up by the pandemic-forced work-from-home, HealthKart’s employees were feeling low, stressed, and disengaged at the workplace. This reduced employee engagement impacted employee productivity severely. HealthKart integrated Plum’s reward platform and soon observed a whopping 30% rise in employee engagement. 

The main reason for it is Plum's platform doesn’t include only the traditional top-down recognition and reward methodology. It enables peer-to-peer recognition, enhancing camaraderie among the team members. 

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. 

As Jason Perkins from San Diego SEO Firm puts it: 

“When customers complain, give them something that compensates for the discomfort. If they feel underserved, offer a token of appreciation to make it right.” 

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. 

Dernières réflexions 

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. 

 

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