Designing employee experiences to create customer experience value

Abstract

Purpose

The author’s thesis is that today we have transitioned from a Service Economy to an Experience Economy, . What customers increasingly want are experiences – memorable events that engage each individual in an inherently personal way. And if companies want to create and consistently offer engagement experience value, then they need to give their employees the wherewithal to design, create and stage such offerings through an employee experience that is equally personal, memorable and of course engaging. 10;

Design/methodology/approach

The author suggests that we think of the customer/employee relationship as the experience profit chain, one that interacts in multiple and complex ways to yield a connected human experience.

Findings

Better employee experience leads to the creation of a better experience for customers, which feeds back to enabling a more engaging employee experience. Separate employee experiences from customer experiences and it will become increasingly hard to create the economic value desired by customers today.

Practical implications

The employee experience depends on how well companies design the time employees spend that creates value for customers.

Originality/value

Seminal article that analyzes and offers guidance on how to formulate the relationship between customer experience and employee experience.

Citation

Pine II, B.J. (2020), "Designing employee experiences to create customer experience value", Strategy & Leadership, Vol. 48 No. 6, pp. 21-26. https://doi.org/10.1108/SL-08-2020-0114