Why Bringing A Customer Experience Mindset To Employee Experience Is A Game Changer

It's no secret than delivering exceptional experiences to customers (CX) has become a cornerstone of successful companies.

But what about the experiences of our employees? Shouldn't they receive the same level of attention and care?

Employee Experience (EX) is the sum of all interactions that employees have with their employers, from the initial recruitment phase to onboarding, daily work life, and beyond. Just as with customers, creating a positive and engaging experience for employees is crucial for retention, productivity, and overall satisfaction.

In a recent interview, Valentina Gissin makes a great point in the fact that the People function must be treated as a P&L function, and that bringing CX, marketing expertise to the People side to design the EX is a game changer!

So, what happens when we bring a CX mindset to EX?

1. Understanding employee journeys: just as we map out customer journeys to understand their experiences, applying this concept to employees can help identify pain points, opportunities, and touchpoints throughout the employee lifecycle. This insight can guide us in designing more meaningful and effective EX strategies. Jason Allen Ashlock and I discussed in the past how much the Voice of the Customer (VC) and the Voice of the Employee (VE) are intimately connected to create the brand's overall human experience.

2. Personalization and tailored experiences: just as companies strive to personalize interactions with customers, employees also appreciate tailored experiences. This can include personalized development plans, flexible work arrangements, and recognition programs that resonate with individual needs and aspirations.

3. Continuous feedback loops: customer feedback is essential for improving products and services. Similarly, gathering and acting upon employee feedback is vital for enhancing the workplace experience. Regular surveys, one-on-one discussions, and open communication channels can facilitate this feedback loop.

4. Design thinking for EX: design thinking principles, often applied to CX, can be just as impactful when applied to EX. By empathizing with employees, defining their needs, ideating solutions, and testing prototypes, organizations can create workplace experiences that truly resonate.

5. Employee-centric technology: investing in technology that prioritizes employee needs and enhances their work experience is akin to investing in customer-facing technology. User-friendly HR platforms, collaboration tools, and communication apps can streamline workflows and boost engagement. Andrew Higashi founded ChangeEngine on this fundamental question: "what if HR teams could engage employees like Marketing teams could engage their customers?"

6. Cultural alignment: just as companies strive to align their values and culture with customer expectations, aligning organizational culture with employee needs and expectations is key to fostering a positive EX. This involves leadership demonstrating values, promoting inclusivity, and ensuring a healthy work environment.

7. Measuring success: finally, measuring the success of EX initiatives is crucial. Key performance indicators (KPIs) such as employee engagement scores, retention rates, and productivity metrics can provide insights into the impact of a CX-inspired EX strategy.

In essence, by adopting a customer experience mindset towards employee experience, organizations can create workplaces where employees feel valued, engaged, and empowered. This not only leads to higher employee satisfaction and retention but also translates into better customer experiences as happy employees are more likely to deliver exceptional service. After all, a strong EX often translates into a strong CX.