Treat your employees as you would your customers


Successful digital enterprises hinge their success on customer-centric strategies. Products, services, and apps must be build from the ground up, with the ground being the needs and expectations of the customer. After all, if you create customer barriers such as confusing website and apps interfaces, lagging connections, or inefficient customer service, people will abandon you for companies that aren’t making those mistakes.

Yet many enterprises continue to erect technological barriers for their employees through older or poorly designed digital tools that not only create frustration, but hamper productivity. The problem is that some organizations view employees as, well, employees, who are supposed to do their jobs and make do with the tools they’re given.

If you’re not interested at all in employee productivity or job satisfaction, then that’s definitely the way to go! But most enterprises understandably place a high premium on employee productivity because it tends to work to their benefit. For those organizations, a new report recommends treating employees as “workplace consumers” who must be given “frictionless” experiences (tools and environments) to ensure their effectiveness and happiness (which, yes, are connected).

“Businesses need to understand employees as consumers of the workplace to get the most out of their teams,” concludes a new report by service support provider Interserve and Advanced Workplace Associates (AWA). “And the working environment needs to reflect social and demographic trends seen in the wider world.”

This includes a reliance on data for decision-making. Just as digital consumer data can be invaluable in helping enterprises create products and services that “delight” customers, workplace data can be used to track performance across the organization. No, I don’t mean spying on employees (not in this post, anyway).

“Sensor technology and the Internet of Things increasingly allows us to monitor the performance of systems and processes that contribute to the workplace experience,” the report said. “In this way, we can create measurements that help us understand the quality of the experience through the eyes of employees.”

The smartest business leaders recognize their loyal customers as partners and assets, not resources to be exploited. Treating your employees as partners and assets — by providing the tools and processes that help them best do their jobs — will pay off in improved productivity and job satisfaction.

Does your enterprise take a customer-centric approach to its employees?

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