Medallia’s guide explains how employee and customer experiences (EX and CX) are deeply connected, with engaged retail employees driving higher customer satisfaction, loyalty, and revenue. Data shows that better employee experiences correlate with improved Net Promoter Scores and average purchase amounts. The guide urges retailers to manage attrition, personalize training, and create continuous listening strategies across the employee journey. A blended EX and CX approach enables deeper insight into root causes of service breakdowns and fosters collaboration across departments. Unifying feedback streams empowers brands to act quickly and deliver seamless, impactful experiences.

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