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Connecting the Employee Experience to the Customer Experience 
Research Analyst, E Source 
E Source Forum 2014 
September 29–October 2, 2014 
Eryc Eyl
www.esource.com || © 2014 E Source 2 
The E Source Customer Experience Framework 
Employee Engagement 
Corporate Engagement 
Market Engagement
www.esource.com || © 2014 E Source 3 
The Service-Profit Chain 
Employee experience 
Employee satisfaction & engagement 
Employee retention 
Employee productivity 
Customer experience 
Customer loyalty & advocacy 
Revenue growth 
Profitability 
Adapted from The Service Profit Chain by James L. Heskett, W. Earl Sasser Jr., and Leonard A. Schlesinger
www.esource.com || © 2014 E Source 4 
The Employee Engagement Virtuous Cycle 
Employee engagement 
Customer experience 
Customer loyalty & advocacy 
Financial results 
Lower employee turnover 
Prouder employees 
Investment in employees 
Adapted from the work of the Temkin Group
www.esource.com || © 2014 E Source 5 
What is your utility doing to engage employees in the customer experience?
www.esource.com || © 2014 E Source 6 
Current State of Employee Experience 
Source: State of Employee Engagement Activities: 2014 by Bruce Temkin and Aimee Lucas, based on a survey of 202 companies with 1,000 or more employees 
Employee engagement activity 
Percentage of companies that do activity 
Measure employee engagement annually 
78% 
Don’t measure employee engagement at all 
4% 
Have employee engagement efforts led by human resources (HR) 
50% 
Have employee engagement efforts co-led by HR and customer experience 
28% 
Evaluate employees based on demonstration of core values 
78% 
Develop employee communications that reinforce customer-centric behaviors 
76% 
Incorporate customer experience into training and onboarding 
76% 
Develop competency models that include customer-centric behaviors 
68% 
Develop measures and incentives to reinforce customer-centric behaviors 
67% 
Develop rewards and recognition to reinforce customer-centric behaviors 
65% 
Incorporate customer-centric competencies into recruiting and hiring 
61% 
Incorporate employee engagement into manager performance evaluations 
49%
www.esource.com || © 2014 E Source 7 
The 6 E’s of Employee Experience 
Empathize 
Engage 
Educate 
Enable 
Empower 
Embrace
www.esource.com || © 2014 E Source 8 
Eryc Eyl 
Research Analyst, E Source 
303-345-9120 eryc_eyl@esource.com 
For More Information 
Have a question? Ask our experts: www.esource.com/question
www.esource.com || © 2014 E Source 9 
Panelists 
Bruce Folsom, Director, Products & Services, Avista Utilities 
Annemarie Newman, Corporate Communications, Alliant Energy 
Claudia Rapkoch, Director, Corporate Communications, NorthWestern Energy 
Dianne Hall, Supervisor, Digital Channel Strategy, DTE Energy 
Gail Watts, Manager, Customer Communications and Education, PPL Electric Utilities

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Connecting the Employee Experience to the Customer Experience

  • 1. www.esource.com Connecting the Employee Experience to the Customer Experience Research Analyst, E Source E Source Forum 2014 September 29–October 2, 2014 Eryc Eyl
  • 2. www.esource.com || © 2014 E Source 2 The E Source Customer Experience Framework Employee Engagement Corporate Engagement Market Engagement
  • 3. www.esource.com || © 2014 E Source 3 The Service-Profit Chain Employee experience Employee satisfaction & engagement Employee retention Employee productivity Customer experience Customer loyalty & advocacy Revenue growth Profitability Adapted from The Service Profit Chain by James L. Heskett, W. Earl Sasser Jr., and Leonard A. Schlesinger
  • 4. www.esource.com || © 2014 E Source 4 The Employee Engagement Virtuous Cycle Employee engagement Customer experience Customer loyalty & advocacy Financial results Lower employee turnover Prouder employees Investment in employees Adapted from the work of the Temkin Group
  • 5. www.esource.com || © 2014 E Source 5 What is your utility doing to engage employees in the customer experience?
  • 6. www.esource.com || © 2014 E Source 6 Current State of Employee Experience Source: State of Employee Engagement Activities: 2014 by Bruce Temkin and Aimee Lucas, based on a survey of 202 companies with 1,000 or more employees Employee engagement activity Percentage of companies that do activity Measure employee engagement annually 78% Don’t measure employee engagement at all 4% Have employee engagement efforts led by human resources (HR) 50% Have employee engagement efforts co-led by HR and customer experience 28% Evaluate employees based on demonstration of core values 78% Develop employee communications that reinforce customer-centric behaviors 76% Incorporate customer experience into training and onboarding 76% Develop competency models that include customer-centric behaviors 68% Develop measures and incentives to reinforce customer-centric behaviors 67% Develop rewards and recognition to reinforce customer-centric behaviors 65% Incorporate customer-centric competencies into recruiting and hiring 61% Incorporate employee engagement into manager performance evaluations 49%
  • 7. www.esource.com || © 2014 E Source 7 The 6 E’s of Employee Experience Empathize Engage Educate Enable Empower Embrace
  • 8. www.esource.com || © 2014 E Source 8 Eryc Eyl Research Analyst, E Source 303-345-9120 eryc_eyl@esource.com For More Information Have a question? Ask our experts: www.esource.com/question
  • 9. www.esource.com || © 2014 E Source 9 Panelists Bruce Folsom, Director, Products & Services, Avista Utilities Annemarie Newman, Corporate Communications, Alliant Energy Claudia Rapkoch, Director, Corporate Communications, NorthWestern Energy Dianne Hall, Supervisor, Digital Channel Strategy, DTE Energy Gail Watts, Manager, Customer Communications and Education, PPL Electric Utilities