Tips & Learning

Creating a Human-centric Experience

From a business perspective there are two key aspects of the human experience and they remain the cornerstones of real business success. The two aspects are customer experience and user or employee experience.

Lou Leporace
Sep 20, 2023

In this rapidly evolving landscape of business where AI seems to be the focus, it is important to ground discussions in the context of what matters most and that is the human experience. From a business perspective there are two key aspects of the human experience and they remain the cornerstones of real business success. The two aspects are customer experience and user or employee experience.  

Today we will touch upon how these two aspects are intertwined and we will examine why their interaction creates a comprehensive human experience.

Customer Experience

Customer experience revolves around how a customer perceives every interaction with a brand. From the first click on a website to post-purchase support, each touchpoint shapes the customer's perception of the company. A positive customer experience not only leads to repeat business but also fosters brand loyalty and positive word-of-mouth marketing.

Employee Experience

User experience or employee experience refers to the sum of all interactions an employee has with their organization. It encompasses everything from work environment and company culture to opportunities for growth and development. A great experience results in high engagement, increased productivity, and reduced turnover.

Human Experience

While the two experiences (customer and employee) may appear to be distinct and separate and yes, most businesses treat them that way, they do share a common denominator - people. If you think about it, employees are really the vehicle through which the customer experience is delivered.

When employees are engaged, motivated, and aligned with the company's values, they become powerful ambassadors for the brand. When they are engaged they create new capabilities and deliver delightful experiences for customers. On the other hand, a disengaged or demotivated staff can negatively impact and greatly compromise the customer experience.

Optimizing the Experiences

Businesses can amplify the overall human experience by optimizing both the user experience and the customer experience. Engaged employees are more likely to go the extra mile to satisfy customers, resulting in enhanced customer satisfaction and loyalty.

Conversely, satisfied customers contribute to a positive working environment by bolstering employees' sense of purpose and pride in their work.

So How Do Companies Cultivate a Human Experience?

There are a few simple steps and there is simple and cost effective technology that may be applied.

1. Create a sense of shared Purpose: Establish a clear and meaningful purpose that resonates with both employees and customers. A shared sense of purpose creates alignment and fosters a sense of belonging.

2. Create and Maintain Open Communication: Encourage open dialogue between employees and customers. Insights from both sides can drive innovation, leading to products and services that meet genuine needs.

3. Invest in Human Development: Provide the staff with tools, such as a Digital Adoption Platform, that enhance their work and assist with their learning and skill development. A sense of progression enhances job satisfaction and equips employees to deliver better customer experiences.

4. Empower your People: Empower employees to take ownership of customer interactions. When employees feel trusted and empowered, they are more likely to make decisions that positively impact the customer.

5. Enable and Maintain Feedback - Rinse and Repeat: Create a feedback loop that allows employees to share customer insights, enabling the company to fine-tune its offerings and improve the customer experience. Here too a digital Adoption Platform may be employed to enable feedback to be quickly turned into action.

Summary thoughts on the Human Experience

The human experience is a combination of both customer experience and employee experience. Once a business recognizes the interconnected nature between these elements and actively invests in their alignment, companies can create an environment where satisfied employees translate into satisfied customers and vice versa.

This notion recognizes the intrinsic link between the people who shape a business and the people it serves with the result being business success.

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