Satisfying customer expectations: What about Employee Expectations?

June 06, 2023 •

4 min reading

Satisfying customer expectations: What about employee expectations?

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Customer expectations have changed significantly in recent years. Today, they expect companies to go beyond the basics of quality service and fair pricing. They want proactive service, personalized interactions, and connected experiences across all channels. To meet these expectations, companies who want to prioritize their working culture have started to invest in strategies to ensure tailored experiences to help build trust and loyalty, leading to greater customer satisfaction and improved financial performance.

Today's employee expectations

Similarly to customers, employees' expectations have also evolved, and never more so than in the post-Covid/Gen Z landscape. Today's employees are prepared to switch careers or companies, and so expect more than just a regular paycheck and access to good benefits. From a talent retention perspective, creating equally tailored experiences for your employees as for customers will therefore help attract and keep the best talent and lead to improved productivity and business performance. It will above all communicate to employees, even as early as the hiring process, that company culture is geared towards nurturing and investing in the talent pool.

Employees today are increasingly seeking a personalized experience in the workplace for many reasons:

  • Individuality and recognition
  • Engagement and motivation
  • Work-life balance
  • Skill development and growth
  • Retention and loyalty
  • Diversity and inclusion
  • Meaningful work with purpose

With the competition growing, companies have been taking extra steps to ensure that their customers have a personalized experience. However, many companies overlook an important aspect of this concept: treating their employees as well as their customers. "82% of employees say it’s important for their organization to see them as a person, not just as an employee, according to Gartner." Creating a workplace where employees feel valued and respected is key to increasing productivity, the ability to reinvent strategy, serve customers, and build community reputation. 

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Personalized employee experience drives productivity

Let’s take a look at ways that employers, leaders and organizations can keep their task force engaged and how a personalized employee experience can respond to today's growing employee needs.

1. Increase your employee retention with a clear career path

By providing your employees with a visual representation of their career path and the steps they need to take in order to progress, they are more likely to stay with your organization, as they can identify and plan their development and career progression. It is an ongoing process and should be adapted to their individual’s changing skills and experience. Employees should be encouraged to engage with their career paths, and to regularly review and update them as they develop. Finally, it will help to create a culture of growth and development within your organization, which will ultimately lead to greater employee retention and satisfaction.

2. Enhance your employee engagement with flexibility

Personalization and flexibility is a way that your organization can recognize and appreciate the individual needs of your employees. It's about understanding that different people have different motivations and preferences, and tailoring work experiences to accommodate those unique needs. This could be allowing your employees to choose their own working hours, work from home, or job share in order for them to better manage their workload. This approach will allow your employees to feel more in control and engaged with their work, and can lead to improved performance and a positive organizational culture. 

3.  Improve your employee productivity with personalized learning and development

Personalizing your learning and development strategy can help improve your employee productivity, allowing them to access the right training and resources for their specific needs and goals. An organization that invests in  With personalized learning, employees are more likely to complete courses, leading to quicker productivity gains and enhanced employee engagement. This approach to learning and development can help your company keep up with the ever-changing demands of the modern workplace, and ensure that you have a workforce that is prepared for any challenge.

4.  Improve your employee job satisfaction with an open choice policy to your benefits

With the right combination of benefits, employees can create a package tailored to their financial circumstances, individual preferences, priorities and needs. This could include health and wellness programs, adapted pension plans, awards, bonuses, and other perks. Your employees will feel more valued and appreciated, which can lead to improved overall job satisfaction of employees and a more positive work environment.
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The key to personalization is data and a healthy company culture

By collecting data from multiple sources and combining it, you can create a more complete picture of the individual - be it customers or employees. This will allow you to personalize your approach, tailoring content and experiences that appeal to their individual preferences. Furthermore, your organization needs to ensure data is secure and only shared when necessary, and have the agility to adjust its strategies as data changes.

Finally, you should communicate your company's personalization initiatives to your employees and customers in a way that is clear, transparent, concise and respectful. It should be tailored to each individual and explain the added value, to ensure that the message resonates with them.

In summary, employees today desire a personalized workplace experience that is underpinned by a company culture that acknowledges their individuality, promotes engagement and motivation, supports work-life balance, enables skill development and growth, enhances retention and loyalty, and fosters diversity and inclusion. 

"Commitment to employee growth, ensuring that personnel have a scalable future in a company – surely these are indicators of a workplace culture worth signing up for?!" Dr Markus Venzin, EHL CEO.