Emotional Contagion: The Impact of Employee Satisfaction on the Customer Experience


Is there such a thing as ‘emotional contagion’? What is the influence of employee satisfaction on the customer experience? That is the question that many contact centre managers (and CEOs!) are asking themselves these days. 

Understandable, because research has shown that those who feel emotionally involved with a company are three times more likely to make a purchase from the same company again. In addition, positive and – genuinely – engaged employees result in positive and engaged customers. In fact, research shows that companies with a high level of employee engagement show an 18% higher customer retention rate, and also score higher in customer reviews, profitability and productivity.

EX vs. CX

Satisfaction is therefore most definitely contagious and as such the employee experience (EX) has an enormous influence on the customer experience (CX). It is therefore extremely important that you enable your employees to excel in their profession, both towards the customer and within the organisation. Make it as easy as possible for them to serve the customer, whether it is via the telephone or via a digital channel such as chat, video or e-mail.

And how do customers – and employees – actually influence each other? What about word-of-mouth advertising, both positive and negative? That also has everything to do with emotional contagiousness. Experiences are shared with others both internally and externally, and this can have a huge impact on the image of your company.

Whitepaper 'From cost centre to centre stage'

In our whitepaper ‘From cost centre to centre stage: the effect of employee satisfaction on the customer experience’ we focus on the employee. We look at factors that have a positive effect on their well-being, and what their impact is on the customer experience and the business results. Twenty pages of useful information that you can apply immediately.

How do you make your contact centre a success for employee, customer and management? In other words, how do you change it from a cost centre to the centre stage of the organisation?

Would you like to find out how to achieve this?

Download our whitepaper here

About DDM

At DDM Consulting we believe that our customers benefit most from tailor-made advice, without preference for a particular product or specific supplier. That is why we offer a wide range of intelligent omnichannel contact centre solutions, delivered by renowned partners who are all specialists in their field. This approach makes us flexible in finding the solution that best suits our customers’ specific needs and ambitions.

We guarantee a successful implementation, ensure integration with all existing back-end systems, and take care of managing and maintaining the platform. Our clients come from a wide range of sectors, from major financial institutions such as banks and insurance companies, to telecom operators, healthcare institutions, government agencies, retail, and media. We are especially known for delivering customised solutions for corporate clients with complex structures, such as customer-specific integrations with back-end systems and the development of add-ons. Sometimes we even build a completely new product! That is how we ensure that the chosen contact centre solution exactly matches our customer’s wishes, needs and business processes.

We have grown into a team of about 30 contact centre experts and are mainly active in Belgium, the Netherlands, Luxembourg, France, Germany, Austria, and Switzerland.