We all know how hard it can be to teach and equip our staff about client experience, employee experience, and all the experiences. Michele Rochon, Creative Director at The Workplace Culture Store, helps bring it together with one unifying, comprehensive approach that makes it easy for our teams to move forward.
Michele shares the concept of the “experience ecosystem,” where we no longer need to look at client and employee experience as separate and different, or one initiative vs. the other. Instead, she encourages taking a holistic approach, by creating an overarching “experience” culture which then influences the client, employee, and other company experience initiatives. This culture is created by strategically defining sets of unifying values, beliefs, norms, and languages to be used internally and externally in all interactions with your company and brand.
By doing this, your company can:
- Save time and resources
- Create a workplace culture that mirrors the ideal client experience
- Minimize employee confusion on “which language to speak” at any given time
- Improve return on investment with “experience” initiatives
- Organically improve the experience of your clients by improving the experience of your employees
- Create a reliable and sustainable approach to improving employee engagement and adaptation of experience initiatives