Re: [MTC Global] Employee Experience matters the most

Sir

It isn good without internal customer satisfaction  there is no organisations. Internal marketing is very important in present situations but organizations ignore the Internal marketing . 

with refgards

Dr Katta ravindra 

On Thursday, December 29, 2016 7:04 AM, "'grajkhowa' via Management Teachers Consortium, Global" <join_mtc@googlegroups.com> wrote:

Treating employees well or rather putting systems in place which help employee engagement can both boos productivity as well as customer experience .

JOHN LEWIS Partnership is a UK based retail organisation ......departmental  stores operations as well grocery supermarket business ( under the Waitrose brand) .  Here employees are partners  having a stake  in the profits of the business ...  A discernible difference in Service levels and employee engagement to problem solving can be seen this has also been documented in various research studies on their operations .

Gautam  Rajkhowa 

email  : grajkhowa@aol.com

Apologies for the brevity of message ; sent on the move

On 28 Dec 2016, at 15:25, '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.Chandrasekar

B-School & Corporate Trainer

Subasri Nivas, 13 & 14 

R R Meadows Apartments Road

Uttarahalli, Bengaluru 560 061

M:9844511954/080-26390335

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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 advance 

Jagan Mohan 

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