Measure metrics what you should, not metrics what you could. Businesses have moved from assessing customers’ satisfaction to assessing their willingness to recommend, as measured by the Net Promoter Score.
User experience is helping the user to achieve a certain thing in the most simplest way. Design play a critical role in influencing consumers’ perceptions towards products and services, and in influencing consumers’ behaviour.
When you take care of your employees, they will be happier at work, and be more apt to take care of customers. If they don’t feel valued, what motivation do they have to make your customers feel valued?