When you find ways to keep your employees engaged, the experience grows as a consequence of it. An engaged employee is an empowered employee who feels valued in his or her workplace. They are not just working for the paycheck, but have a sense that they make a difference and help lead the way. The ability for an organization to harness and foster an engaged workforce is as important and directly correlated to customer experience as improving a product or service. If you want an 'engaged' customer, one that engages with and evangelizes your brand, you need to invest in using an approach that isn't just reactive but deliberate.

– Richard Branson, CEO and founder of Virgin Group

The actual experience a customer has with the company matters. In fact, the customer's experience is one of the most significant drivers in influencing their brand loyalty and willingness to spend more money with a company. Customers want to feel heard, acknowledged and cared for by employees when they interact with them. They also want those employees to be engaged in their work and take pride in the quality of the products or services they offer.

Emotional intelligence can be leveraged to enhance your company's CX, especially when it comes to measuring and managing employee engagement. Engaged employees are:

1. More productive.

2. Relatively happier in their day-to-day lives.

3. More likely to raise company goals and exceed them.

Most companies focus on metrics such as sales, prices, and profits but research has found that the most effective companies are those that use employee experience as a means to improve their customer's experience.

– Elon Musk, SpaceX, Tesla

Companies like Apple and Amazon popularized the importance of being customer obsessed. A truly customer obsessed company keeps its employees at the center. Sometimes it's hard to tell who is the boss and who is the employee, but when they are both, the results are truly fantastic. After all, the employees are the people who bring in the customers, and their experience with a company makes-or-breaks it. The customers' experiences with a company directly relate to their feelings toward the company for years to come. This is a big deal because the average tenure with an employer is currently three years (In 2013, it was 3.2 years; in 2010 it was 3.4).

When your employees are happy, they can provide better customer experiences. When your employees are happy, they can provide better customer experiences.

One of the most important resources companies can have is their employees. If employees are in a happier setting, they can provide better customer experiences to customers. Having a positive environment for employees can be more beneficial for the company than having fancy offices and great pay. Although higher pay for employees improves morale in the workplace, it doesn't create a positive environment, as having a comfortable workspace does. Employees don't want to feel like they're getting paid good money to be unhappy at work and unable to express themselves freely.