Designing the Employee Experience

Apply Customer Strategy to Employee Experience

Brand expert Denise Lee Yohn advises companies apply their customer experience strategy to improve their employee experience. Yohn recommends clustering employees using needs-based segmentation rather than demographics like job title, rank or department. Employee experience design should be based on employees’ drivers and desires, providing experiences designed to appeal to different all segments represented. Another customer experience tool to borrow is the journey map. Outline desired outcomes for both the company and the employee and use the map to identify gaps between the current and desired employee/company experience. Using these research tactics may lead to more satisfied employees, higher retention rates and ultimately better service for customers. (Harvard Business Review, 12.08.16)