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EMPLOYEE VS. CUSTOMER EXPERIENCE? WHICH SIDE OF THE TABLE ARE YOU ON?

By Alan J. Porter | Sep 1, 2021

CHANNEL: Customer Experience



PHOTO: Ash | unsplash

Our favorite local diner has had a significant changeover in staff over the last
few months. During the early days of the pandemic shutdown, many of the
long-term servers found new jobs in other industries. Once things reopened, only
a few staff members returned. What I found most interesting is that some
returned not as staff, but as customers.

Our favorite pre-pandemic waiter falls into this category. Instead of us seeing
him every weekend standing at our table chatting and taking our order, we now
often find him sitting at a nearby table.

While catching up the other weekend he mentioned he had in fact gone back to
waiting tables, but at a different restaurant. He had come to enjoy the diner as
a customer, but had no wish to revisit it as an employee. I found his
perspective and experience interesting. When I pushed a bit further he explained
that he has always enjoyed the food and the ambiance of the diner. Coming back
as a customer allows him to experience those things and other aspects that he
enjoys about the diner, such as catching up with his former regular customers.
Being a customer also means he no longer has to “put up with the
behind-the-scenes hassles.” He could now separate his employee experience from
his customer experience.


CUSTOMER EXPERIENCE VS. EMPLOYEE EXPERIENCE: THE TECHNOLOGY PERSPECTIVE

This got me thinking about the customer and employee dynamic from a technology
perspective. What if that “behind-the-scenes hassle” wasn’t about kitchen
politics, but rather the hassle of using outdated technology and systems. Many
companies have struggled with the shift to supporting a remote workforce, or
flexible options that support both remote and onsite employees. Part of this
struggle has been in adapting technology and systems that were originally built
around the fact that most people worked in functional silos from a fixed
location that was hardwired into a corporate network and could be closely
monitored and controlled. But our new business reality and employee expectations
have changed drastically.



Consumer technology has continued to outpace most business applications,
especially internal ones. The ongoing improvements in consumer technology have
caused major behavioral changes. We now have higher expectations around
work-life balance and the flexibility to get our work done — from anywhere. And
as we compare the experience of older institutionalized technology with what we
are used to as consumers, we have also adjusted our expectations regarding our
interactions with technology and information. We no longer tolerate poor user
experiences. We expect our interactions with the digital world to be intuitive,
engaging, provide value and deliver the right content quickly, easily and
consistently across the various channels we use.

In our connected new work environments, which support employees in the way they
work best — be that an office environment or from home — it’s difficult to
disconnect our experience as employees from our experience as someone’s
customer. And if we are having to deal with the “behind-the-scenes hassles” how
is that being translated to the way we interact with our own customers?

If we are looking at new ways to interact with our customers, such as employing
web content management, digital asset management, customer communications,
social relationship management, search, analytics and even artificial
intelligence to improve their experiences, shouldn’t we be using the same
technologies to do the behind-the-scenes work?

The employee experience and the customer experience should be part of a
connected shared continuum that allows us to enjoy both sides of the table.


ABOUT THE AUTHOR



Alan J. Porter is the Director of Product Marketing at Hyland software.

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 * Ted Rubin
   
   👍🏻
   
   Struggling to Unlock the Potential of Employee Advocacy? · 12 hours ago

 * SiobhanF
   
   Thanks for the thoughtful response Ted. Can see how an internal community
   could bring even more authenticity, commitment and passion to any efforts —
   be they employee advocacy or other
   
   Struggling to Unlock the Potential of Employee Advocacy? · 12 hours ago

 * Cristi Salanti
   
   Thanks a lot for the feedback, Andrew! If one only focuses the DWP on the
   headquarter guys and some broad services as HR or IT, than you are missing
   the greatest opportunity for improvement in the...
   
   Who Should Own the Digital Workplace? · 19 hours ago

 * Shreyash Patel
   
   Nice article. You are right buddy that Google Trends is one of the best tools
   showing the search volume of your selected keywords over time and also allows
   comparisons of one keyword against...
   
   How to Improve SEO Through Keyword Mapping · 1 day ago

 * Andrew
   
   Good article, Cristian. For me, the key questions you raise here are 'who is
   this DWP for?' and 'what is the purpose of this DWP?' Many DWPs are focused
   on collaboration amongst corporate...
   
   Who Should Own the Digital Workplace? · 1 day ago

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Recent Comments
 * Ted Rubin
   
   👍🏻
   
   Struggling to Unlock the Potential of Employee Advocacy? · 12 hours ago

 * SiobhanF
   
   Thanks for the thoughtful response Ted. Can see how an internal community
   could bring even more authenticity, commitment and passion to any efforts —
   be they employee advocacy or other
   
   Struggling to Unlock the Potential of Employee Advocacy? · 12 hours ago

 * Cristi Salanti
   
   Thanks a lot for the feedback, Andrew! If one only focuses the DWP on the
   headquarter guys and some broad services as HR or IT, than you are missing
   the greatest opportunity for improvement in the...
   
   Who Should Own the Digital Workplace? · 19 hours ago

 * Shreyash Patel
   
   Nice article. You are right buddy that Google Trends is one of the best tools
   showing the search volume of your selected keywords over time and also allows
   comparisons of one keyword against...
   
   How to Improve SEO Through Keyword Mapping · 1 day ago

 * Andrew
   
   Good article, Cristian. For me, the key questions you raise here are 'who is
   this DWP for?' and 'what is the purpose of this DWP?' Many DWPs are focused
   on collaboration amongst corporate...
   
   Who Should Own the Digital Workplace? · 1 day ago

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