Independent of your POV, let me state the obvious – his communication was an experience and a bad experience at that. Employees are customers, too, with their own emotional lives that don’t get checked at the door when they arrive at work. And those emotions influence their performance. Moreover, an essential way to improve flagging customer experience is to make sure you are not taking your own employees for granted. Communication is about (and should foster) communion – even when there are difficult things to be said. Being mindful about the experience you are creating and the emotional factors at play go a long, long way to creating the opportunity for engagement and resolution rather than fear and recrimination. Good or bad, customer experiences are inevitably affected by the experiences companies create for their employees – and those experiences begin at the top.