Customer Experience and Employee Experience

In their 2016 Employee Engagement Benchmark Study, the Temkin Group explains the correlation between employee engagement and an organization’s success with customer experience. The report data shows companies that excel at customer experience have one-and-a-half times as many engaged employees as customer experience laggards do. This means the key is to focus on employee experience first. When employees have an enjoyable work experience, they are more engaged. And more engaged employees provide a better customer experience.

2018 is the Year for Improved Employee Experience

2017 was the year for “people analytics.” Managers have learned to more effectively analyze and predict staff needs, which in turn has made implementing human resource processes easier and office environments more productive. This step has paved the way for 2018 to finally be the year where leaders can focus on developing the “Employee Experience.”

Forbes describes the “employee experience” as ecosystem that integrates three core dimensions: engagement, culture and performance management.  Wellness programs with modern communication, positive workplace culture, and aiding in employee’s professional growth are all a part of the employee experience. Though there is not a set way to improve an organization’s employee experience, 2018 will be an exciting year for HR to experiment with pulse feedback tools, employee wellness apps, and other productivity tools to help facilitate the development of the employee experience.

Click here to learn more about how employee experience improves overall customer experience, as well as view other HR trends for 2018!

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