Employee experience and customer experience are closely connected, as employees tend to deliver the same level of care and engagement that they themselves experience at work. Everything begins with the expectations leaders set through the culture they intentionally or unintentionally create. Organizational culture consists of shared values, norms, beliefs, and behaviors that guide how employees think, feel, and act, and these standards are passed on to new members over time. Culture can develop deliberately or organically, but every organization has one. The key choice for leaders is whether they actively shape culture to support engagement, performance, and positive customer outcomes.

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