Paper - Why the employee experience matters

Why does the employee experience matter ?

Customer Service

Kodi Briggs, Brittany McCoy, Stephanie Thompson, Amanda Gasperak

Outline

Employee satisfaction affects profits

How the employee experience can affect productivity/innovation.

How the employee experience can affect retention and hiring.

How the employee experience can effect external customers.

Employee satisfaction affects profits

In any organization, profit-making is the main agenda

Experienced employees will result in the production of quality goods and services that will increase customer’s experience and increase sales, thus leading to more profits

Experienced employees are creative and innovative; therefore, they will produce goods and services that give the organization a competitive advantage and fetch more in the market.

The organization will also not need to do much training for experienced employees, thus cutting down production costs and increasing the profit margin.

How the employee experience can affect productivity/innovation

Experienced employees have relevant knowledge and skills in the given areas, thus resulting in increased productivity.

When exposed to their specialized areas, employees will be creative and innovative, thus improving the production process resulting in quality goods and services. (Noe et al. 2017)

Employees with experience will always be able to teach other staff who will contribute to the overall increase in the production of goods and services.

How the employee experience can affect retention and hiring.

Experience employees will always be retained by the organization, thus cutting down the recruitment process's cost.

Therefore, the employee will always choose to remain in the given organization due to their retention abilities.

Also, the job retention process involves training junior in the given areas and thus prioritizing promotion opportunities. (Befort et al., 2003).

In the recruitment process, the experienced employee will always be given a chance to aid the organization in achieving its goals and objectives.

How the employee experience can effect external customers.

Experienced employees have customer relations skills and will lead to increased customer loyalty and retention of potential customers.

Experienced employees have marketing skills that enable them to create a thriving organizational culture, and even some might have established networks in their previous employments.

The right image for the organization will be created by experienced employees, thus creating customers loyalty

reference

Befort, N., & Hattrup, K. (2003). Valuing task and contextual performance: Experience, job roles, and ratings of the importance of job behaviors. Applied HRM Research, 8(1), 17-32.

reference

Noe, R. A., Hollenbeck, J. R., Gerhart, B., & Wright, P. M. (2017). Human resource management: Gaining a competitive advantage. New York, NY: McGraw-Hill Education.

Citations