A satisfied employee need not be proactive and an engaged employee. In marketing to begin with the emphasis was on customer satisfaction and then got shifted to customer delight and now experience management.
Engagement of an employee goes beyond satisafaction and management in general and immediate managers in particular need to create a strong and vibrant environment where in employee gives his best.
Jagan Mohan
On Wed, 28 Dec 2016 at 9:28 PM, 'Digital India Payments' via Management Teachers Consortium, Global <join_mtc@googlegroups.com> wrote:
Greetings from Chandru. I feel that more than employee experience, what matters is employee satisfaction. Sharing employee experiences (which does not happen in many SMEs) goes into deaf years. This is my personal experience having worked in 14 corporates in my 34 years of career in different industries both in public and private sector.In one of the proactive banks wanted to put in place world class HR practices. They believed that Internal Customer Satisfaction is more important than External Customer Satisfaction (being in Service Sector). They measured the Satisfaction lever through ESSI (Employee Satisfaction Survey Index) and revamped the internal systems, processes etc. including closure/discontinusing certain not so popular schemes of the bank.I believe in RICE (Respect Internal Customer Expecations). If employees are taken care, external customer services will be taken care by them voluntarily. Hope that learned MTc Global members will agree with me. I was part of the task force involved in the entire process.S.ChandrasekarB-School & Corporate TrainerSubasri Nivas, 13 & 14R R Meadows Apartments RoadUttarahalli, Bengaluru 560 061M:9844511954/080-26390335
From: Jagan Mohan Reddy <drjaganmohanreddy@gmail.com>
To: "join_mtc@googlegroups.com" <join_mtc@googlegroups.com>
Cc: "exclusivembaglobal@googlegroups.com" <exclusivembaglobal@googlegroups.com>
Sent: Wednesday, 28 December 2016 7:25 PM
Subject: [MTC Global] Employee Experience matters the most
Forget Customer Experience, it's all about Employee Experience :According to The Consumer Conversation 2015 report, only 37% of businesses surveyed said they were "able to tie customer experience activities to revenue and/or cost savings." So That's a lot of wasted money and effort. In fact, an Accenture report concluded that half of companies' CX initiatives do very little to retain customers.So an extra ordinary employee experience is the basis for customer experience. In this regard training our managers (70% of employee engagement variation is attributed to their managers) and HR( track record on attending to people's issues is perceived poorly) handling people's related issues assume added importance.Wishing you all a Happy NewYear in advanceJagan Mohan--Sent from Gmail Mobile
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