Employee experience is just as critical as consumer experience

Credit unions and banks spend a great deal of time focusing on the consumer experience, as they should. That experience is a key point of differentiation for you, but so is the employee experience.

According to McLean & Company, a disengaged employee costs your financial institution $3,400 for every $10,000 in salary. The way you treat your employees directly impacts the way they treat your members or customers—and therefore directly impacts your bottom line.

If you don’t mirror the wow factors internally that you deliver externally, your employees – also known as your brand ambassadors – don’t exude the brand loyalty consumers need to experience.

I ran across a video on Facebook recently which demonstrates how the employee experience contributes to the strength of an internal culture. Comedian and talk show host Ellen DeGeneres surprised one of her employees – Jeannie – on her tenth anniversary as a cast member of Ellen’s show. Ellen played a highlights video of Jeannie’s decade of tenure, then she interviewed Jeannie in front of the audience. Holding back tears, Jeannie said something heartfelt that every business leader needs to hear:


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