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. 

Ecco perché premiarli con regali personalizzati può rivelarsi un motivatore efficace e piacevole. 

Sebbene il burnout e il turnover siano una realtà in fiamme per tutti i ruoli lavorativi, sono diventati una seconda natura dei contact center e dei ruoli di assistenza ai clienti. 

 Inoltre, i ricercatori hanno scoperto che la maggior parte dei dipendenti dei contact center ha abitudini alimentari scorrette e si affida al fumo per sfuggire allo stress. In casi estremi, possono sentirsi socialmente estranei alla famiglia e agli amici perché lo stress da lavoro li consuma completamente e spesso lavorano a orari assurdi. 

È un problema serio per le aziende. Gli agenti del contact center sono ambasciatori del marchio durante le centinaia e migliaia di interazioni con i clienti. 

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. 

Per garantire un servizio clienti al di sopra della media, quindi, è di fondamentale importanza comprendere la fonte di stress degli agenti e i modi per superarla. 

Why are customer service employees stressed? 

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

1. Ambiguità di ruolo 

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. 

Come si possono risolvere rapidamente i problemi e far sì che il cliente si senta apprezzato individualmente? Come ridurre la coda di clienti nelle chiamate, documentando attentamente ogni interazione? Questi KPI, apparentemente contrastanti, fanno aumentare vertiginosamente lo stress. 

2. Aspettative di prestazione non realistiche 

Gli agenti devono essere rapidi e super efficienti. Per il mantenimento e la crescita del posto di lavoro, vogliono recensioni positive da parte dei clienti quasi sempre. Inoltre, devono difendere la vostra azienda anche se ha danneggiato il cliente. 

Più spesso, queste metriche e valutazioni non tengono conto delle circostanze o delle emozioni personali. Infine, lo stress raggiunge il suo apice, rendendo incredibilmente difficile mantenere il morale dei dipendenti. 

3. Conflitto emotivo 

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. 

Richiede un enorme lavoro emotivo per mettere in atto il gioco della positività forzata quando il proprio spirito è al nadir, dando origine a rabbia, amarezza e frustrazione sopite. 

4. Salari non belli 

Con un compenso appena superiore al minimo, la paga oraria concessa per i ruoli di assistenza clienti può essere molto demotivante. Quando si pensa di essere al gradino più basso del podio, la paura che un singolo errore possa costare il posto di lavoro è sempre presente. Questo mette gli agenti in modalità di sopravvivenza sul lavoro, rendendoli perennemente insicuri. Già questo comporta una montagna di stress. 

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. 

Quando i dipendenti sentono di essere trattati bene, si impegnano a fondo nel loro lavoro e trovano un significato e una soddisfazione più profondi nel modo in cui il loro ruolo contribuisce a uno scopo più grande, vanno oltre la norma per trasmettere questa sensazione ai clienti. 

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. 

Più si guarda da vicino, più è facile trovare il legame indissolubile tra l'esperienza dei dipendenti e l'esperienza dei clienti, indipendentemente dai settori e dai segmenti. I motivi sono elencati di seguito. 

1. Creano relazioni migliori e più profonde con i clienti 

Un rapporto più forte tra dipendente e cliente si basa su tre pilastri: Presenza, attenzione e atteggiamento. 

Quando un dipendente è felice sul posto di lavoro, non si limita ad evitare l'assenteismo (presenza), ma è più propenso a soddisfare le esigenze dei clienti in modo rapido (attenzione) e con una vibrazione contagiosa di positività (atteggiamento). 

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'innovazione e la creatività si fondono con la felicità 

L'interazione tra dipendenti e clienti non è sempre una sceneggiatura. Quando osserviamo un cambiamento radicale nelle preferenze e nelle modalità di interazione dei clienti, l'innovazione e la creatività diventano la cartina di tornasole dell'esperienza e della soddisfazione dei clienti. 

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. Vi mettono sempre in una luce migliore 

Un dipendente felice, un dipendente veramente felice, è tollerante nei confronti di qualche intoppo da parte della propria organizzazione. Desidera sinceramente che l'azienda raggiunga vette vertiginose. Di conseguenza, attenua i margini di una possibile scontrosità o imbronciatura nella sua esistenza complessiva nelle interazioni organizzative. 

Questo legame positivo con l'organizzazione lo tiene sempre al corrente del prestigio e della reputazione del vostro marchio, e lo spinge a non lasciare nulla di intentato per presentare il vostro marchio nella luce più positiva e illuminante ai vostri clienti. 

Come dice il proverbio, l'alta marea solleva tutte le barche, le navi e le imbarcazioni. Quando le organizzazioni creano esperienze eccellenti per i dipendenti, tutti i dipendenti, i clienti, i leader, i dirigenti e gli azionisti dell'azienda ne beneficiano. 

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.  

In effetti, è il momento dei premi e dei riconoscimenti che evoca nei vostri dipendenti CX la sensazione che li apprezzate profondamente e che il loro contributo è direttamente proporzionale al profitto dell'azienda. Si tratta, quindi, di incorniciare una verità assiomatica: dipendenti più felici = clienti più felici. 

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. 

Riflessioni finali 

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.