Design Your Employee Experience As You Would For Customers

In a previous post, HR Departments Have To Change, I highlighted an article on LinkedIn encouraging companies to follow in AirBnB’s footsteps and replace traditional HR with a capability focused on the employee experience.

Now a HBR article, Design Your Employee Experience As Thoughtfully As You Design Your Customer Experience, authored by Denise Lee Yohn, argues that companies already know how to improve their employee experience. They simply need to use the same tools and techniques they apply to customer experience and apply them to their HR processes.

I’m not sure I agree with that view as I know first hand there are still many large companies that are not customer centric – they may pay lip service but in reality they are not – and have no immediate plans to become customer centric.

But I do agree that many of the tools and techniques are transferable should they learn them and apply them. These include:

  • applying needs-based segmentation to your employee base rather than simple and, generally irrelevant, demographic factors;
  • understanding the employee journey through the use of journey mapping while recognising that employee journeys, just like customer journeys, are seldom linear;

The best customer experiences bring the company’s distinctive brand values and attributes to life, and the same is true of employee experiences.

Read the full article here.

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