For a while now, progressive service organizations have been focusing on the customer experience. It's well-established that the way customers perceive the total experience is crucial to getting their loyalty—and at the end of the day, loyalty is the magic path to profits and growth.
But only the most advanced companies are looking at the logical consequence of that thinking: How are you managing the employee experience? If you're familiar with the Service Profit Chain, this line of thought won't come as a surprise to you.
At the end of the day, the customer experience is a reflection of the employee experiences. It then makes perfect sense to start looking much more closely at how you're managing your employee experiences.
There are different ways you could approach that. You could look at a classic journey map over the life span of employment. What is the pre-employment experience, such as recruiting, among others? How does the on-boarding flow? What is the...