Why aren’t staff treated as well as customers?

22 Feb 2018 By PM Editorial

Organisations care less about employee experience than customer service

Companies must work to treat their employees with the same care and consideration as their customers or risk them quitting, a new study has found.

In the survey of more than 500 UK chief executives from Management Today and Sopra Steria, 51 per cent of CEOs and directors admitted that their organisations care less about employee experience than customer service.

More than half of survey respondents said they didn’t have a clear employee experience strategy in place, despite recognition from respondents that tools such as flexible working and digital platforms are easy wins for improving experience.

Two-thirds of directors did not have a specific head of employee experience working in the office, with many assigning the role to HR, while 16 per cent of companies said no one was responsible for a good employee experience.

“In an otherwise seamless and frictionless digital world, ambitious and talented ‘generation me’ employees who encounter barriers at work will gravitate towards companies whose culture facilitates their optimal way of working or will simply set up their own,” the report concludes. “Come 2020, CEOs and directors who fail to understand, value and improve employee experience may be left to rue their inaction.”


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