BUSINESS INSIGHTS
ALIGNING AN ORGANISATION ’ S EMPLOYEE VALUE PROPOSITION WITH ITS CUSTOMER VALUE PROPOSITION IS CENTRAL TO CREATING AN ENGAGED , PRODUCTIVE AND HEALTHY WORKFORCE .
aren ’ t focusing on being aggrieved . We are focusing on resolution and that is a fundamental difference . We have seen that the vast majority of cases are settled either at triage or through a facilitated conversation . This allows everyone to focus on their job and increases morale and motivation , which is good for personal wellbeing . It ’ s good for the business and it ’ s good for the customer too .”
In a recent Harvard Business Review article , authors Gautier , Bova , Chen and Munasinghe share research which highlights the strong link between employee experience and customer experience . They highlight , in particular , the importance of empowering HR professionals to make the case for recognising that customer-facing employees matter immensely to business success . “ They are not simply a cost to be minimised – as retail , call centre and service employees are far too often thought of by executives – but potentially very high impact investments ,” they said . “ How much is it worth to your organisation to reduce turnover of top talent by 20 %? How about to improve employee satisfaction scores by 10 %? How much is it costing your organisation not to know these answers ?”
It ’ s time for HR and chief experience officers to step out of their silos and look at how they can work together in pursuit of a common aim . The shift in mindset is simple , but its impact can be transformational . x
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