Jody Blencowe
Senior Consultant
In this Q&A, we sit down with Jody Blencowe, Senior Consultant at Think Up, who leads the company’s Employee and Customer Experience Communities of Practice. A Community of Practice (COP) at Think Up is how we organize internal teams to create centers of excellence in core areas of expertise across levels, disciplines, and client teams. This unique structure allows us to deliver exceptional results that elevate customer experiences for our clients.
Dive in to learn Jody’s perspective on the critical role culture plays in shaping both employee and customer experiences.
Q: Jody, what do you believe is the connection between organizational culture and the employee experience?
When we talk about organizational culture, we’re referring to everything that shapes how people behave in a company. Everything from language and values to unwritten rules and leadership styles. While benefits, pay, and physical environment also matter, culture is the foundation of the employee experience. A positive and supportive culture aligned with the company’s values ensures employees feel engaged, motivated, and empowered. It influences every part of their employee journey, from onboarding to development. When employees connect with the culture, they’re more likely to bring their best selves to work. And this leads to higher productivity, satisfaction, retention, and ideally, lower operating costs for the organization.
Q: How does culture affect the customer experience?
Culture isn’t just important internally – it directly impacts how a company engages with its customers. When employees feel valued and aligned with the company’s culture, their enthusiasm and commitment shine through in customer interactions. A culture of empathy, responsiveness, and care can turn routine interactions into memorable experiences. Essentially, a strong internal culture drives customer satisfaction because employees are motivated to deliver their best, not just as part of their job, but because they believe in the company’s mission. This, in turn, can lead to increased customer loyalty, perceived value, spending, and brand advocacy.
Q: What are some ways Think Up helps clients enhance culture to improve both employee and customer experiences?
At Think Up, we partner with our clients to create tailored employee engagement programs that fit their company culture. This might include leadership development, communication strategies, or training programs that highlight the values and behaviors the company wants to promote and encourage. By building a strong, unified internal culture, we help organizations create environments where employees can build meaningful relationships with customers. We also develop learning and event strategies to reinforce this cultural alignment, ensuring it’s present in every interaction, whether internal or external.
Q: Why is it important for organizations to approach employee and customer experiences together?
Employee and customer experiences are closely connected, and companies often miss out on impactful synergies by treating them separately. The employee experience is the foundation for the customer experience. If employees aren’t engaged or aligned with the company’s values, it’s hard to expect great customer service from them. The key is to ensure both experiences are rooted in the same cultural principles and values. By focusing on both together, companies can create a virtuous cycle where happy, motivated employees convey their positive experiences through exceptional service for customers.
The potential upside is huge. Let me give you an example: Imagine a coffee shop where the management prioritizes employee well-being by offering fair wages, regular training, and a supportive work environment. One of the baristas, Jamie, feels valued and motivated because of this positive culture. She greets a customer warmly, remembers their favorite drink, and chats with them. The customer feels appreciated and enjoys their visit, making them more likely to return and recommend the shop to others in the future.
Q: What’s one piece of advice you’d give to companies looking to improve both employee and customer experiences through culture?
I would advise companies to put culture at the heart of everything they do. Clearly define what the culture is…and what it isn’t. Make sure everyone is on the same page, not just those at the top. Bring the culture to life through what you say, do, reinforce, and recognize. Walk the talk. Culture shouldn’t be an abstract concept – it needs to be felt in every interaction. For employees, this means creating an environment where they feel respected, valued, and heard. For customers, it means ensuring every touchpoint reflects the company’s commitment to those same values. By aligning these experiences around a shared culture, companies can create a sustainable cycle of engagement and satisfaction.
