How can companies ensure that employee engagement and performance metrics are aligned with the overall customer experience goals and objectives of the organization?

Companies can ensure that employee engagement and performance metrics are aligned with customer experience goals by clearly communicating these goals to employees and tying them to performance evaluations. Providing regular feedback and coaching to employees on how their performance impacts the customer experience can also help align priorities. Incentivizing employees based on customer satisfaction metrics can further reinforce the importance of customer experience. Lastly, integrating customer feedback into employee performance evaluations can help ensure that employees are focused on delivering a positive customer experience.