Great employee experience = great customer experience

August 29, 2017

Having launched multiple companies over 20 years, there is one thing that has proven true time and time again: customers will never love a company if its employees don’t love it first.

When I started eNett I knew I had something special - a unique proposition that would create real disruption in supplier payments. My first task was putting together a team of people who shared that belief. Eight years on, we’ve built a global company facilitating tens of billions of dollars in supplier payments for the travel industry. This simply wouldn’t have happened without a team of great people working together to turn eNett’s vision into a reality.

Today’s employees are more discerning than ever. They’re selective in the opportunities they choose to further their career (at least, the good ones are). We’ve got a special team and culture here at eNett, and in order to stay ahead in the ever-evolving Fintech space, it’s vital that we attract and retain top talent. As well as marketing to customers, we are also marketing to employees.

Here we come to this term ‘employer brand’. How do we package up everything that is great about working at eNett into a brand that attracts, engages and retains the right talent? A brand that creates a sense of pride, ownership, fulfillment and enjoyment among existing staff. One that turns employees into brand evangelists who tell their friends and family what a great company they work for.

Last year we embarked on a journey to understand how we can deliver a best-in-class customer experience. A key finding from this process, was a need for a holistic view across the Service Profit Chain. This means putting energy into the employee experience to drive an improved customer experience. In other words - happy employees create happy customers.

Drawing on research, we worked with our creative agency Hard Edge to develop an employer brand. It had to support retention and engagement with our existing employees, as well as attract fresh talent as we continue our significant growth. As with any brand, a successful employer brand needs to embody the company’s culture. In particular, it has to be genuine and differentiated: a true representation of your company that is unique to you.

Along with the Hard Edge team, we defined our employer brand in three words: “Awesome Game Changers”. From this, we identified four brand pillars that set eNett apart as an employer:
 1. We’re a high growth, global company;
 2. We push boundaries to find a better way;
 3. We’re a close knit team;
 4. We value our people.

These pillars along with our brand values of being Bold, Easy, Fast, and Fun gives our people and candidates a clear picture of what they can expect from us and what we’d like from them in return.

Almost a year on, the results are encouraging. In a recent survey, 92% of our people said they would recommend eNett as a great place to work. We’re seeing stronger internal and external communication and greater retention of key messages. Our onboarding experience is rated highly by the new recruits, and there is greater visibility of our values and associated behaviours within the business.



I believe that ‘People’ are a key differentiator in any company. That’s why my philosophy has been to attract the best talent in the right positions. I encourage my staff to never be afraid of hiring people better than themselves – I tell them “if you’re the smartest person in the room, you’re in the wrong room”.


For further insights on Customer and Employee experience, click here.

More Blog Posts

22 February 2018

Costing US$21B a year - it pays to know about fraud in travel payments

In 2017 the impact of fraud is estimated to have cost travel intermediaries US$21B. By 2020 the impact of fraud is expected to cost US$25B, driven by both a migration from offline to online, and an expected uptick in the rate of fraud. Understanding fraud and its true impact and cost to travel businesses is the first step to combating it.

Read more

07 February 2018

Future-proofing your business for 2018

Anthony Hynes gives his top four considerations travel companies should be thinking about to get ahead in 2018.

Read more

12 December 2017

A Year in Review for Travel

2017 is shaping up to be a record-breaking year for the travel industry. eNett MD and CEO, Anthony Hynes, recaps of some of the highs and lows over the past year, and ways travel companies can continue the growth trajectory in 2018

Read more

16 November 2017

Tackling Fraud in the Travel Industry

As part of International Fraud Awareness Week, eNett MD and CEO, Anthony Hynes gives his view on how travel agencies can tackle increasing levels of fraud in the travel industry.

Read more

30 October 2017

Key to tapping Asian travel market is payments

As part of International Fraud Awareness Week, eNett MD and CEO, Anthony Hynes gives his view on how travel agencies can tackle increasing levels of fraud in the travel industry.

Read more

27 September 2017

We’re backing World Tourism Day’s drive for sustainable tourism

Travel and tourism grow every year. Many underprivileged communities across the globe are being displaced - especially those in high-growth travel destinations. 'Repay the eNett Way' is our hands-on approach to make a difference in these communities.

Read more

01 August 2017

How Virtual Account Numbers Simplify B2B Travel Payments

Travel agencies are wasting time and money - it doesn't need to be this way. There is a solution today, it's faster, easier and safer than many other traditional methods too!

Read more

22 June 2017

Eight Entrepreneurial Essentials

From a tiny no-frills office near Heathrow airport, to offices in Asia, Australia, Europe and America just eight years later - what a journey!

Read more