Part One:

This 3-part blog series explores a crucial but often overlooked connection: how employee experience (EX) drives growth and strengthens customer satisfaction. Across three parts, we’ll unpack key challenges that hinder this potential and offer practical strategies to overcome them. 

Along the way, we’ll visit Aston Martin F1, where operational precision defines success on the track, and Schlumberger, the world’s largest oilfield services company, to see how targeted interventions can break through systemic barriers. These stories will help illustrate how employee experience, operational efficiency, and strategic alignment come together to drive sustainable growth. 

This series aims to provide actionable insights for businesses looking to bridge the gap between employee experience and sustainable growth. 

Let’s get started! 

Employee Experience as a Growth Driver 

 
When we talk about growth, people often jump straight to revenue, customer acquisition, or new markets. But here’s the thing: growth actually starts much closer to home—with your colleagues. It’s not just feel-good HR talk. Happy, engaged employees really do create happy customers. When employees feel valued and supported, they’re more likely to go the extra mile, come up with innovative ideas, and stick around longer. And there is significant research from McKinsey, Harvard Business School, PwC and Salesforce. For example, McKinsey’s research shows that businesses that align workforce investments with organisational practices grow revenues 30% faster and exhibit greater resilience during crises. 

We’ve all had those moments when we walk into a business, and the energy just feels good—people are on top of things, helping customers with genuine enthusiasm. That’s not by accident. There’s a direct link between that positive employee experience and how the customer feels walking out the door. Research even backs this up, showing companies with high employee engagement see better customer satisfaction scores and, ultimately, better business results. 

But it’s more than just customer service—it’s also about retention. High turnover rates cost businesses a fortune. Every time someone leaves, you’re not just losing a person—you’re losing knowledge, relationships, and momentum. And the cost to replace them? That’s not small change. But when employees feel appreciated, challenged, and part of something bigger, they stay. And when they stay, your recruitment costs go down, productivity goes up, and you build a culture where people want to give their best. 

So, what’s the practical takeaway here?  

You can’t expect growth if you’re burning out your employees in the process. It’s about creating a work environment that supports their well-being, gives them opportunities to grow, and aligns their goals with the business’s goals. And that doesn’t mean flashy perks or gimmicks—it means asking, listening, and acting on what they need. A good place to start? Regular surveys, clear career paths, and meaningful recognition programs that make people feel seen. 

Now, here’s a little teaser for where we’re headed next. In Blog 2, we’re going to look at operational inefficiencies that sabotage employee experience—often referred to as the “swivel chair problem.” It’s all about how fragmented systems and clunky processes can wear down even the most motivated employees.

But more on that later.

For now, just remember: if you want your business to grow, start with your people. 

Keyvan Shirnia 

Chief Strategy Officer