Hello Leaders,

Great customer experience doesn’t start with your product. It starts with your people.

The connection is simple: happy employees create happy clients.

When your team feels valued, trusted, and connected to the mission, that energy flows outward—to the customers they support, the work they produce, and the relationships they build.

But when culture is neglected, the cracks show quickly. Disengagement, miscommunication, and turnover don't stay hidden behind the scenes. They show up in missed deadlines, poor service, and damaged trust with clients.

The Data Is Clear

• Companies with highly engaged employees outperform competitors by 147% in earnings per share. (Gallup)

• Customer satisfaction is 10% higher at companies where employees feel connected to their workplace culture. (Deloitte)

• A one-star improvement in Glassdoor ratings is associated with a measurable increase in customer satisfaction scores. (Glassdoor)

What Culture Has to Do With Customer Experience

Employees who feel respected, supported, and empowered don’t just do the bare minimum. They go above and beyond—for their team and for your clients.

• They respond faster and with more care.

• They solve problems more creatively.

• They build relationships that lead to long-term loyalty.

Culture isn’t just an internal issue. It’s a customer-facing one.

How to Strengthen Culture, Internally and Externally

1. Listen to Your Team
   Ask regularly how your employees are doing—not just through surveys, but through everyday conversations.

2. Connect Their Work to the Client Impact
   Help employees see how their work affects the people your company serves. Purpose drives effort.

3. Recognize Culture-Carrying Behavior
   Celebrate the people who go the extra mile—not just in performance, but in how they show up for others.

4. Use Data to Stay Aligned
   Track how values, trust, and collaboration show up in day-to-day interactions. Adjust before problems spread.

How Instill Can Help

Instill’s tools help you measure and strengthen the culture that drives performance. We track key cultural signals like trust, alignment, and inclusion—so you can keep your team engaged and focused.

When culture is healthy, performance follows. And when performance is high, your clients feel it.

Want a better customer experience? Start by investing in your team.
Try Instill and see how the inside shapes the outside.

Cheers,
The Instill Team