What is Customer Experience for Employee Experience?
Customer Experience for Employee Experience means taking the tried and tested principles of marketing, sales, product design and customer success, and applying them to HR.
Customer Insight. Data. Metrics. Communication. Community and belonging.
There are multiple techniques that these teams use to create the best possible experience for their customers.
So how can we apply Customer Experience to our Employee Experience?
Mutual Lifetime Value
A business is nothing without its customers. No sales, no business.
A business is nothing without its people. No employees, no business.
Yet, productivity is down; employee engagement is down.
We believe that to increase engagement and productivity, there has to be a balance between the value an organisation gets from its employee and the value an employee gets from its employer.
We call this Mutual Lifetime Value:
Some HR functions have made a start in considering Employee Lifetime Value (ELTV). This is the value a person adds to a business over their time there – but this does not go far enough.
What remains unconsidered is Employer Lifetime Value (ERLTV) – or the value the business adds to that person. This might be in terms of personal and professional development, remuneration, benefits, health etc.
Combining ELTV and ERLTV provides a picture of the overall mutually beneficial employment experience.
Our services and products help you create employee experiences rich in (measurable!) Mutual Lifetime Value that drive performance, engagement and productivity.
We give an F.
5 of them, actually.
The employee experience lifecycle spans a range of touch points that can be refined to boost MLV significantly. We it 5F. And, frankly, it’s fantastic.
Our model demonstrates how all these areas are connected in one cyclical ecosystem. We can help you make marked improvements in each of these areas of the employee experience lifecycle.
🤯 Fascinate
Employer brand and talent attraction. If you fascinate the people who’ll thrive in your organisation, they will come.
A strong employer brand can:
- Speed up the time to hire by 1-2x.
- Reduce turnover by 28%.
- Result in 50% more qualified applicants, so you’re more likely to hire the right person first time
And those who come for the right reasons are more likely to boost MLV figures and succeed in the environment you provide for them.
💬 Fit
Recruitment. Craft a superb recruitment experience like no other to secure your best matches and maintain a polished reputation.
👋 Fuse
Onboarding and induction. Employee meets employer, and now it’s time to deliver the goods. A great onboarding can improve employee retention by 82%, with 69% of employees staying for three years.
Craft an experience for new starters (and their teams/leaders) that’s as amazing as possible.
🌱 Flourish
Growth, development, and culture. The entire working environment should be one holistic, enjoyable, stimulating experience.
High employee engagement leads to:
Give your people what they need, and then get out of the way while they do what you hired them to do – and more.
🤩 Five Stars
Exit and advocacy. Make sure those who move to pastures new leave stellar reviews with a compassionate, thoughtful exit plan when they go. You never know when you’ll meet again.
Where’s the evidence?
We’ve crunched the numbers to work out the commercial impact of applying Customer Experience principles to your Employee Experience.
We’re currently testing this with forward-thinking businesses, and we’ll publish our findings soon.
Unlock business opportunities
Start thinking of your people as your customers and unlock opportunities for increased productivity, happier employees and a better experience for all.
