Lots of organisations consider the experience of their customers very carefully. They focus on the interactions that they have with them and the journey the customer takes throughout each of those interactions. Many organisations have customer experience programmes or attempt to measure their customer sentiment through surveys, feedback mechanisms or Net Promoter Scores.
Employee experience is a term that isn’t used quite so frequently; instead we are much more familiar with looking at employee engagement. Engagement of course, is an outcome of many variables. Experience is somewhat different. It is these variables. Happening every day. Every single interaction with ‘the company’. Whilst HR is not responsible for all of these variables and interactions, they certainly influence them and help to create the conditions in which they operate.
Customer experience and employee experience are undoubtedly linked. It isn’t difficult to reach the conclusion that an employee who is generally happy in their work will provide a better customer service than one who is not. A quick Google search will lead you to plenty of evidence. We think that a focus on customer experience without considering the employee experience misses a vital chunk. But hey, we would say that! Great customer experience begins with employees: we have seen employees referred to as ‘the customer within’. So if customer experience is on the priority list for your organisation then employee experience needs to be too.
In some ways, employee experience needs greater focus from HR than employee engagement does, although the latter tends to capture more of the headlines and industry attention. If the experience is effective then engagement should logically follow.
For us effective employee experience, from the HR department at least, means several things. It means bureaucracy-free. It means simple and straightforward, without errors. It means an effective employee life cycle. It means considering how your employees feel.
Employee experience is the employment life cycle; every single interaction, every employee touchpoint with the company.
Here are some things to think about, on the topic of employee experience:
• When was the last time you had truly excellent customer service as a consumer? What was it about the way you were treated that made it excellent – and what role did the member of staff play in that? How did they represent their organisation to you?
• What is the employee experience like at your organisation today? If you don’t know, how can you find out?
• What would you like it to be?
• Do your managers and leaders understand the link between employee experience and customer experience? If not, how can you help them make the link?
Role of Human Resource In Organization. Human Resource Management.Practical guide to Human Resource. Human Resource Definition.Human Resource certification.Human Resource employment
Role of Human Resource In Organization. Human Resource Management.Practical guide to Human Resource. Human Resource Definition.Human Resource certification.Human Resource employment
Role of Human Resource In Organization. Human Resource Management.Practical guide to Human Resource. Human Resource Definition.Human Resource certification.Human Resource employment
Role of Human Resource In Organization. Human Resource Management.Practical guide to Human Resource. Human Resource Definition.Human Resource certification.Human Resource employment
Role of Human Resource In Organization. Human Resource Management.Practical guide to Human Resource. Human Resource Definition.Human Resource certification.Human Resource employment
Role of Human Resource In Organization. Human Resource Management.Practical guide to Human Resource. Human Resource Definition.Human Resource certification.Human Resource employment
Role of Human Resource In Organization. Human Resource Management.Practical guide to Human Resource. Human Resource Definition.Human Resource certification.Human Resource employment
Role of Human Resource In Organization. Human Resource Management.Practical guide to Human Resource. Human Resource Definition.Human Resource certification.Human Resource employment
Role of Human Resource In Organization. Human Resource Management.Practical guide to Human Resource. Human Resource Definition.Human Resource certification.Human Resource employment
Role of Human Resource In Organization. Human Resource Management.Practical guide to Human Resource. Human Resource Definition.Human Resource certification.Human Resource employment
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