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How to manage the Employee Experience to enhance the Customer Experience

How to manage the Employee Experience to enhance the Customer Experience

Of course these changes do not happen in isolation. Simultaneously, also changed the habits and expectations of our customers.

If we look at it from the perspective of people, we could summarize by saying that in the current context people want to work and do business with organizations whose actions demonstrate who truly understand the expectations of customers and employees. Therefore, build deep connections with people it requires listening, understanding and caring for each individual.

This new reality drives the Prominence of the experience management discipline What the great competitive advantage (no longer just as an isolated project in the organization), where companies can really define themselves and differentiate themselves by better understand and predict what your customers and employees need.

They are obvious benefits of managing the customer experience. We also have strong evidence as to why managing the employee experience is criticaland how directly impacts key indicators such as productivity and rotation.

And at the same time, it is the employee experience that drives and enhances the customer experience. ForbesInsights showed that companies that have a comprehensive experience management approach (client-employee) come nearly double revenue growths than those that do not have it.

It is therefore logical, today more than ever, in this context, to pose the following challenge: How can we manage the experience of our collaborators to enhance their attraction and loyalty?directly impacting the experience of our customers and generating better business results?

Here are some recommendations:

Rethink the roles of the employee experience management ecosystem.

Especially the one from HRWhat Transformers of experienceswhose focus should evolve to agile design and deliver exceptional candidate and employee experiences. Also the role of leaders, such as Experience Managers and that of the collaborators and teams as generators and builders of their experiences in the organization.

Go beyond Commitment

Yes ok Engagement remains a critical metric, today is not enough to have a complete picture. Since also committed employees, they could:

  • Being at risk of burnout.
  • Feeling excluded by their teams.
  • Getting stuck due to outdated technologies and processes.
  • Leave your organization.

And this is evidenced in the rotation incrementThe effect “passive resignation” and in the general drop in the Intention to stay of people in the organization.

In addition to the commitment we need to add other indicatorssuch as the Intention to staythe Experience vs Expectationsthe Wellbeing and Inclusion. And furthermore, in order not to be left with only the “photo” of the indicators, we have to be clear about the factors that drive themthroughout the entire life cycle of people in the organization.

For this we need listen continuously. We recommend measure key indicators (commitment, etc.) quarterly. and complement this more strategic and relational listeningwith the transactional listening, throughout the life cycle, at the most significant moments; from the candidate experience, onboarding to exit.

Technology undoubtedly facilitates continuous listeningmaking all of this agile, at scale, and repeatable.

Focus on Action

It means take advantage of the opportunity that feedback offers us as a source of change. It is important abandon the “1 size fits all” paradigm. And start to segment when listening, understanding and also when acting, recognizing the internal diversity of the organization. Not everyone is in the same vital moment or has the same expectations.

Manage the Employee Experience in a mature way it doesn’t happen overnight. The fundamental thing is that each organization can build its own roadmap. This will allow you to adapt more quickly to changes in the context and increase employee happiness and productivitywhich undoubtedly will contribute to generating a great customer experience and achieving the results.

turns out today put people at the centerto be more human In addition to inspiring us as a fundamental purpose, means doing better business.

FAME Partner and Employee Experience Strategist & HR Professor – Qualtrics Latin America South

Source: Ambito

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