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. 

Itulah mengapa memberi mereka hadiah yang dipersonalisasi bisa menjadi motivator yang efektif dan menyenangkan. 

Meskipun kelelahan dan perputaran karyawan adalah kenyataan yang sering terjadi pada semua peran pekerjaan, namun hal ini telah menjadi sifat alamiah dari pusat kontak dan peran dukungan pelanggan. 

 Selain itu, para peneliti juga menemukan bahwa sebagian besar karyawan contact center memiliki kebiasaan makan yang buruk dan mengandalkan merokok sebagai pelarian cepat dari stres. Dalam kasus yang ekstrem, mereka mungkin merasa terasing secara sosial dari keluarga dan teman karena stres yang berhubungan dengan pekerjaan menghabiskan waktu mereka sepenuhnya, dan mereka sering bekerja di luar jam kerja. 

Ini adalah masalah serius bagi bisnis. Perlu diketahui bahwa agen contact center Anda bertindak sebagai duta merek selama ratusan bahkan ribuan interaksi dengan pelanggan. 

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. 

Untuk memastikan layanan pelanggan yang prima, maka sangat penting untuk memahami sumber stres agen dan cara mengatasinya. 

Why are customer service employees stressed? 

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

1. Ambiguitas peran 

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. 

Bagaimana Anda dapat dengan cepat menyelesaikan masalah dan menjaga agar pelanggan merasa dihargai secara individual? Bagaimana Anda dapat mengurangi antrean pelanggan yang menelepon sambil mendokumentasikan setiap interaksi dengan cermat? KPI yang tampaknya saling bertentangan ini menimbulkan stres yang luar biasa. 

2. Ekspektasi kinerja yang tidak realistis 

Agen harus cepat dan sangat efisien. Untuk kelangsungan dan pertumbuhan pekerjaan, mereka menginginkan ulasan positif dari pelanggan hampir setiap saat. Bersamaan dengan itu, mereka harus mengadvokasi perusahaan Anda meskipun perusahaan Anda telah mengecewakan pelanggan. 

Seringkali, metrik dan evaluasi ini tidak memperhitungkan keadaan atau emosi pribadi. Akhirnya, stres mencapai puncaknya, sehingga sangat sulit untuk mempertahankan semangat kerja karyawan. 

3. Konflik emosional 

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. 

Dibutuhkan tenaga emosional yang sangat besar untuk memberlakukan permainan kepositifan yang dipaksakan ketika semangat Anda berada di titik terendah, sehingga menimbulkan kemarahan, kepahitan, dan frustrasi yang tidak aktif. 

4. Upah yang tidak menarik 

Dengan gaji yang hanya sedikit di atas kompensasi minimum, bayaran per jam yang diberikan untuk peran layanan pelanggan bisa sangat menurunkan motivasi. Ketika Anda merasa berada di posisi paling bawah, ketakutan bahwa satu kesalahan akan membuat Anda kehilangan pekerjaan selalu menghantui. Hal ini membuat agen berada dalam mode bertahan hidup di tempat kerja, membuat mereka selalu merasa tidak aman. Hal ini saja sudah cukup untuk membuat mereka stres. 

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. 

Ketika karyawan merasa bahwa mereka diperlakukan dengan baik, benar-benar terlibat dalam pekerjaan mereka, dan menemukan makna dan kepuasan yang lebih dalam tentang bagaimana peran mereka berkontribusi pada tujuan yang lebih besar, mereka melampaui norma untuk membawa perasaan itu kepada pelanggan. 

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. 

Semakin dekat Anda melihat, semakin mudah untuk menemukan ikatan yang tak terpisahkan antara pengalaman karyawan dan pengalaman pelanggan, apa pun industri dan segmennya. Alasannya tercantum di bawah ini. 

1. Mereka menjalin hubungan yang lebih baik dan lebih dalam dengan pelanggan 

Hubungan karyawan-pelanggan yang lebih kuat dibangun di atas tiga pilar: Kehadiran, perhatian, dan sikap. 

Ketika seorang karyawan merasa bahagia di tempat kerja, dia tidak hanya menjauhi ketidakhadiran (kehadiran) - tetapi juga lebih mungkin untuk mendukung kebutuhan pelanggan dengan cepat (perhatian) dan dengan getaran positif yang menular (sikap). 

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. Inovasi dan kreativitas yang melompat dengan kebahagiaan 

Interaksi karyawan-pelanggan tidak selalu merupakan skenario yang sudah dituliskan. Ketika kami mengamati perubahan besar dalam preferensi pelanggan dan mode interaksi, inovasi dan kreativitas menjadi ujian lakmus bagi pengalaman dan kepuasan pelanggan. 

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. Mereka selalu menjaga Anda dalam cahaya yang lebih baik 

Seorang karyawan yang bahagia, yang benar-benar bahagia, toleran terhadap beberapa halangan dari sisi organisasinya sendiri. Ia benar-benar mengharapkan pencapaian yang memusingkan bagi perusahaan. Hasilnya, hal ini menghaluskan tepi kemungkinan marah-marah atau cemberut dalam keberadaannya secara keseluruhan dalam interaksi organisasi. 

Hubungan positif yang paling dalam dengan organisasi ini membuatnya selalu sadar akan prestise dan reputasi merek Anda, membuatnya tidak akan pernah melewatkan kesempatan untuk menampilkan merek Anda dalam cahaya yang paling positif dan mencerahkan bagi pelanggan Anda. 

Seperti kata pepatah, air pasang mengangkat semua perahu, kapal, dan kapal. Ketika organisasi menciptakan pengalaman karyawan yang luar biasa, segala sesuatu dan semua orang yang terkait dengan perusahaan akan menang: Karyawan, pelanggan, pemimpin, eksekutif, dan pemegang saham. 

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.  

Memang, momen penghargaan dan pengakuanlah yang membangkitkan perasaan karyawan CX Anda bahwa Anda sangat menghargai mereka, dan kontribusi mereka berbanding lurus dengan keuntungan perusahaan. Maka, hal ini membingkai sebuah kebenaran aksiomatik: Karyawan yang lebih bahagia = pelanggan yang lebih bahagia. 

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. 

Pikiran terakhir 

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.