{"id":45095,"date":"2020-11-13T00:55:58","date_gmt":"2020-11-13T00:55:58","guid":{"rendered":"\/us\/en\/blog\/?p=45095"},"modified":"2022-12-30T07:05:16","modified_gmt":"2022-12-30T15:05:16","slug":"why-leading-edge-tech-companies-are-treating-employees-like-customers","status":"publish","type":"post","link":"\/us\/en\/blog\/why-leading-edge-tech-companies-are-treating-employees-like-customers\/","title":{"rendered":"Why leading-edge tech companies are treating employees like customers"},"content":{"rendered":"

Last month, Gartner released its hotly anticipated tech trend predictions for 2021\u2014and among the most noteworthy was a new idea called TX. Short for total experience, the concept looks at the intersections between customer, employee, and user experiences as a way to elevate overall business results.<\/span><\/p>\n

While this holistic approach offers some exciting benefits (we unpack them in <\/span>this blog post<\/span><\/a>), it also suggests that there are gains to be had from implementing a simple shift in thinking: to thrive during COVID and beyond, leading-edge tech companies need to borrow a page from their customer playbooks and start treating employees more like clients.<\/span><\/p>\n

Improving business performance: the happy employee advantage<\/b><\/h2>\n

We already know what a significant differentiator providing <\/span>excellent customer service<\/span><\/a> can be. Companies that strive to reduce the frustration and friction of interactions, streamline communications, and provide friendly, human service reap the rewards: loyalty, greater spend per customer (up to 16% more, depending on the category), and more referrals from their customers\u2019 networks, according to <\/span>PwC<\/span><\/a>.<\/span><\/p>\n

Meanwhile, tech companies have long recognized how closely employee experience is also linked to business performance. Engaged employees are more likely to display key <\/span>traits that drive product and service innovation<\/span><\/a>; companies that give employees more flexibility and control over how they work develop larger pools of <\/span>high performers<\/span><\/a>; and engaged employees play a critical role in <\/span>success after a merger or acquisition<\/span><\/a>\u2014which are expected to play a significant role in post-COVID recovery, particularly within tech (some 63% of global tech leaders and entrepreneurs say they expect to pursue <\/span>new acquisitions<\/span><\/a> in the coming months).<\/span><\/p>\n

And as the workforce adapts to a new normal\u2014including the likely rise of permanent remote work\u2014employee satisfaction will become even more of an imperative. That\u2019s because with hiring pools expanded to virtually everywhere, there will be more pressure on tech companies to hone the employee experience as a competitive differentiator for recruiting top talent.<\/span><\/p>\n

Employee experience during COVID<\/b><\/h3>\n

Even amid the challenges of lockdowns and economic uncertainty, tech companies have done a pretty good job maintaining employee satisfaction this year. According to <\/span>Gartner<\/span><\/a>:<\/span><\/p>\n