A lot of people we talk with are doing great things with customer insight. They’re collecting rich data from multiple sources, and using sophisticated analytics to make informed decisions.
But a lot fewer are doing great things with employee insight.
This is a wasted opportunity. Data from employees not only enables us to learn more about how to improve their experience, it can also show us a great deal about how to improve our customers’ experience.
In this week’s ExperienceCast, we explored the question of how to get more out of the relationship between customer and employee insight. Several key points came out of the discussion, including:
- There’s a big difference between gathering insight and actually listening to what your customers and employees are saying. You have to want to listen.
- Employee experience data can greatly enhance understanding of customer experience, but many organisations are not yet making effective use of this data.
- Customer and employee insight is problem pointing to the same issues, but just from a different viewpoint.
- The one thing worse than not gathering insight is to gather insight and not do anything with it, especially in the area of employee experience.
Are you making great use of employee insight? And how are you connecting your employee insight data with your customer insight?
We’d love to hear more about what you’re doing, so why not leave us a comment below?