This article was based on the interview with James Killian by Mark Slatin for The Delighted Customers Podcast with Mark Slatin. Listen to the original episode here:
The importance of treating employees like valued customers cannot be overstated. This concept is not only crucial for creating a positive work environment, but it also has a direct impact on the overall success and growth of a company. In a recent episode of the Delighted Customers Podcast, host Mark Slatin welcomed special guest James Killian, a professor of practice at Michigan State University and managing director of growth and innovation at HSD Metrics. James is a leading expert in the field of employee experience process outsourcing (EXPO) and has a wealth of experience in the industry.
The conversation between Mark and James centered around the idea of treating employees like valued customers and the importance of employee experience in relation to customer experience. James highlighted the fact that employee experience is a critical component of a company’s success, as happy and engaged employees are more likely to provide exceptional customer service and drive positive business outcomes. By focusing on creating a positive work environment and prioritizing the needs and well-being of employees, companies can not only improve employee satisfaction and retention, but also enhance the overall customer experience.
One of the key takeaways from the podcast episode was the idea of treating employees like valued customers. Just as companies invest time and resources into understanding and meeting the needs of their customers, they should also prioritize the needs and preferences of their employees. This means creating a culture of respect, trust, and open communication, where employees feel valued, supported, and empowered to do their best work. By fostering a positive and inclusive work environment, companies can build strong relationships with their employees, leading to increased loyalty, productivity, and overall job satisfaction.
Furthermore, James emphasized the importance of aligning employee experience with customer experience, as the two are closely interconnected. Happy and engaged employees are more likely to deliver exceptional customer service, leading to increased customer satisfaction and loyalty. By investing in employee training and development, providing opportunities for growth and advancement, and recognizing and rewarding employee contributions, companies can create a positive feedback loop where satisfied employees lead to satisfied customers, and vice versa.
In conclusion, treating employees like valued customers is not only a best practice for fostering a positive work environment, but it is also a strategic imperative for driving business success. By prioritizing employee experience, companies can create a culture of engagement, innovation, and excellence that ultimately benefits both employees and customers alike. As James Killian aptly stated, “treating your employees like their customers” is not just a slogan, but a mindset that can transform organizations and drive sustainable growth in today’s competitive marketplace.
