Staff Experience IS Customer Experience

Posted on: 07-11-2018 by Ruta Sapatkaite


Staff Experience IS Customer Experience

I came across an interesting article this week on the website hub for people in advertising, branding and marketing (www.insight-intelligence.com) entitled ‘Why a great Customer Experience starts with a great Employee Experience’.

This is not news to me, nor to many others I think. I have stressed to the MES team here over the years the importance I place on making MES a decent place to work. How I believe the core to our business, it’s success and growth, its stability, its client retention rate and its prospects more broadly. From when MES was a team of 2 in 2007 (and I occasionally used to say this to myself in 2006 when MES first started out … talking to myself was my only company in my little office boohoo) right through to our strategy day in 2018 with 24 of us. It comes down to enjoying our work. We each spend 8-10 hours here a day; it needs to feel good. If we come to work, are empowered in our roles, energised, see results in what we each individually do, feel PART OF THE PROJECT … then it improves our company. It makes us better, that is felt by clients and prospects and we prosper as a result. And that becomes a virtuous circle. Simple as!

Have a read – the author Gethin Nadin talks about the importance for organisations to be focusing on experiences for staff and how it is the small stuff that really matters. He says:

negative experiences are immediately registered in our mind, whereas positive experiences generally require much more time before fully registering in our emotional memory. The small things matter because – regardless of how positive everything else may have been – ultimately, a negative memory will far outweigh everything else. This means it is getting much harder for organisations to create meaningful, positive experiences at work”

He goes on to cite the extensive research on good employee engagement leading to higher productivity and impact on profitability, and how “the IKEA effect” as it has been termed is being adopted more widely. That is “a cognitive bias which dictates that consumers place a disproportionately high value on products they partially created … the more effort we put into something, the more we value it” (you can read the full article here). MES’s technical products have always been anchored in a collaborative approach with our clients (user groups, ongoing discussion and user testing etc) and this feeds that virtuous circle; our clients like it but importantly our team likes it too.

John Lewis and Partners, a long-time advocate and demonstrator of this approach with staff sums it in their new advertising campaign: “When you’re part of it, you put your heart into it”

MES work predominantly for the NHS providing a range of public, staff and patient engagement and governance tools and services. The concept and approach I describe is no relevant than in the health sector which faces such serious challenges re. staffing and resource. Our most recent addition to our toolkit of services, launched a few months ago, is our MES Empower staff engagement solution. Having talked about good staff experience being the flipside and the route to good patient experience we can now help our NHS clients in this regard, Trust-wide or down to very granular ward teams. Just as in the commercial and retail world the link between employee and customer has been identified as so impactful, exactly the same is the case in the NHS.

Happier staff = happier patients = happier staff, better performance, better results, better experience … a virtuous circle.

Want to find out more?

Our MES Empower solution blends real-time feedback collected via the SPEaC-Happy app with our proven text analysis software and helps organisations drive improvement at scale and bridge the gap between the frontline and the board room. By collecting, analysing, responding to and making sense of feedback comments, we enable our clients to harness the wealth of human experiences to create a winning culture and winning teams.

For more information about MES Empower please contact Andreas.Norgren@membra.co.uk

Blog by Nick Goodman