Why Employee Experience Is The New Customer Experience
There’s no denying that improving employee experience can be a daunting task. And with most consumers already experiencing hyper-personalization, it’s becoming even more challenging to differentiate yourself from your competition. But, if there’s one thing companies should know by now, it’s this:
Today’s customers expect brands to go above and beyond for them. As the customer experience grows in importance and becomes more personal, businesses must focus on leveraging their employees as an integral part of the customer experience.
How can companies do that? Let’s look at practical ways to improve employee experience, which will lead to a better overall customer experience.
5 Factors Impacting The Employee Experience
1. Strategy
Research shows that employees who feel supported, valued, and appreciated are motivated to go above and beyond in their work. It’s integral for companies to develop a strategy that addresses the needs of their employees and inspires them to go out of their way for themselves and the company.
2. Fostering a Culture of Transparency
A system that encourages employees to share their ideas and feedback significantly impact employee engagement, motivation, and retention.
3. Employing the Right Leadership Team
Companies must understand that they’re only as good as their leadership team, and leaders need to oversee the creation of a culture that satisfies both their employees and customers. A strong leadership team looks for change management through innovation, problem-solving & communication.
4. Providing Opportunities for Growth and Development
Companies can’t just utilize their employees. They must be able to motivate the right people to come up with the right ideas for the growth and development of the company. They must create a culture of trust, collaboration, empowerment, innovation, and support to grow an organization aligned with its customers and internally. “For too long, we have been in a siloed role: employee versus customer. It’s time we get to know each other. See me as a partner. See me as a friend, not an employee”.
5. Providing a system for Feedback, Ideas, and Suggestions
Creating positive feedback and ideas channels for employees to share their thoughts and suggestions is one-way companies can create an environment that enhances their employees’ experience. If you don’t consider your employees’ suggestions, they will become more critical of the workplace and less committed to the company.
With so much focus on the customer experience, companies are becoming more critical of considering how their employees can be an integral part. With the right strategy, effective leadership, fostering a culture of transparency, and providing opportunities for growth and development, companies can create an environment that satisfies their customers and employees.
Team Jason S Bradshaw
