Career Thoughts: Customer Experience vs Employee Experience
Customer experience, customer lifetime value, customer churn… metrics that many companies track because ultimately if nobody wants to do business with you then you’re out of business.
What often isn’t as closely engaged with is the experience of the company’s employees. The company’s value proposition answers the question of why someone would want to buy your product or service.
The employee value proposition is why anybody would want to work for you.
The latter is rarely ever explored. Often the conversation is “arg you know sometimes people come and go.” They found a better opportunity elsewhere and whatnot.
But the question of what exactly makes this other opportunity better is never asked?
How many people on my team would take a similar opportunity if it presented itself?
What is the value proposition that was shared with your soon-to-be former employee that led to them deciding to leave?
These questions are often uncomfortable, and they can open a can of worms around perhaps shortcomings on the side of the organization towards its employees. But these questions do offer an opportunity to candidly look in the mirror and see whether we have perhaps done a disservice to the people that show up every day and make things happen within the organization.
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Often companies want to know what it is that drives their customers’ behavior. What influences their buying decisions? How can we better position ourselves to become their preferred company for x product/service? An ideal customer avatar is created. Their demographics and psychographics were explored. All with the intention of figuring out how best to service their ideal client.
What drives the members of your team?
What influences their decision to stay or leave your organization?
How can you position yourself as an organization where you’d become the preferred company for people who do x type of work?
What does your ideal employee look like?
What do they believe about their work and industry?
Why would they want to work for you instead of competitor X?