Pundits and experts alike say that ensuring a good customer experience (CX) is everyone’s job. In fact, if you Google “customer experience is everyone’s job” or “customer service is everyone’s job,” you’ll find endless articles, blogs, and webinars with that very title.

It’s true. Technically, it is everyone’s job.

The spirit of the statement, though, is this: Every employee affects the customer experience, whether he’s part of your frontline interacting with customers face to face or phone to phone, or she’s behind the scenes making sure the website works well, or designing brochures to describe your products. Every employee matters; every employee contributes.

It seems like that’s just one more point proving that the employee experience comes first—and drives the customer experience.

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