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We guide organisations on how customer experiences will improve if employees enjoy positive experiences in the workplace.
Doing so involves setting out clear choices for leaders about how the various employment life cycle of events can be experienced by each individual employee.
For example: I have been working with an organisation that is seeking to implement a new HRIS. The exercise involves working with three different entities that each carry different functions to ensure certain activities are integrated. The three entities are specialists in their own fields of recruitment, systems analysis and HR portal information.
Information collected at the recruitment end may not be compatible with the format for how that information is used at another point. One solution is to simply collect the information as required at each point in the process. An alternative is to take an employee perspective and ask how can we ensure the information we require is only collected once?
In other words we can have employees experience the process with a refrain of ‘I have already given you this. Why do you need it from me again?’ or they can have an experience where the organisation takes responsibility for transferring the information along the process.
As a customer I recently tried to purchase an item from a shop which is a national brand and has numerous outlets in the suburbs around where I live. The outlet nearest me did not have the item in stock but I was told I could order it online and it could be delivered to the outlet or delivered to me by Uber. I enquired as to whether the outlet could order the item and have it available for me the next day. The response was that they didn’t do that but I could note down the item number to make my own search on the website easier.
For me, this was a frustrating experience as a customer and it did not seem to be a comfortable solution for the employee either. How easy it would have been for the employee to have been empowered to make a phone call to another store to order the product and have it delivered to the outlet I was in.
Much of what employees do is solve customer needs.
- A customer in a restaurant wants to be served efficiently and politely.
- A customer in a service centre wants help in accessing information.
- A customer in a ticketing centre just wants to buy a ticket for something.
- A customer in a retail outlet wants to buy something.
In each case the employee’s job is to assist the customer have a great experience.
However, if the employee does not enjoy the workplace, then their approach to dealing with customers will be less than positive.
As a customer my loyalty is defined by my experience: in the example above I found the item I wanted at a competitor that was happy to hold the item for me until I picked it up the next day.
CEMX sets out to consider how customer experiences can be enhanced by ensuring that positive employee experiences are maximised.
