“You can’t deliver a wow customer experience without delivering a wow employee experience,” says Janine Buis.
That shouldn’t be news to any HR professional. Years ago — many years ago — Disney understood that the employees who swept the streets of its theme parks were critical to the entire visitor experience. The company focused on hiring the right kind of people to be sweepers, training them and engaging them years before “employee experience” entered the HR lexicon. Yet more than two decades later, there are still any number of companies that aren’t making or are resisting the connection between the customer experience and the employee experience.
Speaking to a DIsruptHR audience in New York City last fall, Buis, who happens to have the title of Chief WOW Officer at GrowthTera, reported that, “Companies that deliver wow get wow results. They outperform the S&P by 14 times and ‘good to great‘ by 6 times.”
HR, she says, can help “elevate companies from good to great to wow.”
“By connecting people to the company, to the brand, to teams across the organization, individuals, and the world,” Buis told her audience, going on to describe each step and what HR can do to help make the connections. Take a 5 minute coffee break to hear Buis explain what you can do to improve engagement and move toward delivering a WOW experience for both employees and customers.
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