You don’t have to be a captain of industry to be familiar with the phrase “The customer is always right”. Ever since pioneering retailers like Marshall Field, John Wannamaker and Harry Gordon Selfridge helped establish customer satisfaction as the number-one business ideal, organisations around the world have been focusing on the customer experience.
But while customers are certainly the lifeblood of business, they aren’t the only factors driving success. Consider your employees.
Your employees keep your business running, powering day-to-day operations and acting as the face of your brand. They produce your products, provide your services, fulfil vital customer-service and customer-support roles, and are valuable sources of insight. As such, many businesses are beginning to recognise employee experience as a powerful indicator of future success.
But what is employee experience, and how can a clearer focus on employees benefit your business?