SMB Employee Experience Forrester White Paper

Lenovo White Paper

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SMBs: Your Tech Choices Impact The Employee Experience, Whether You Plan For It Or Not

As customer experience ratings flatline globally, and the war for talent heats up, no company can afford neglecting employee experience (EX) anymore. Studies have repeatedly shown that when employees are happy, customer satisfaction and business performance go up.1 A 2016 Yale study showed that employee engagement had a positive and statistically significant effect on the Net Promoter Score (NPS), “Going from low employee engagement to high employee engagement will increase the likelihood of a customer being highly satisfied by 2.5 percentage points.” 2, 3

For small and midsized businesses (SMBs), this is gold; SMBs can arguably be more impacted with the loss of even a single employee, compared to large enterprises. With the need to expend their limited budgets and resources in the right direction, it is imperative that SMBs understand what drives employee experience. However, this is where most SMBs (and enterprises alike) stumble.

1 Source: “Transform The Experience To Drive Business Performance,” Forrester Research, Inc., February 12, 2018.

2 Source: “Why EX? Why Now?,” Forrester Research, Inc., November 27, 2018.

3 Net Promoter and NPS are registered service marks, and Net Promoter Score is a service mark, of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

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