A Great Employee Experience: Employees that are more mobilized, customers that are more satisfied and a company that’s more profitable!

About the author

Christian Watier

Président & Chief Science Officer

Mr. Watier holds a Doctorate from Université Laval, a Post-Doctorate in Experimental Psychology from Carleton University and has authored numerous scientific publications. He has a strong academic background and impressive experience in the fields of quantitative and qualitative analytical methods, research, psychometrics, cognitive psychology, and perception. He also holds two masters in business administration (EMBA from Montreal and Paris).

A Great Employee Experience:

Employees that are more mobilized, customers that are more satisfied and a company that’s more profitable!

In an economy focused on the customer experience and the price-quality ratio, many companies have prioritized their customers to the point that they have forgotten who their first “customers” are: their employees. While focus is turned toward customers, what happens to the quality of the “employee experience”?

As the mass of human resources decreases, employee mobilization is becoming a critical and topical subject. Manufactured products are more and more alike and are less durable. Gone are the days when only a product’s quality defined its price-quality ratio. Today, everyone recognizes the importance of differentiation through customer experience. Indeed, the most recent studies report that 67% of companies expect to target customer experience improvement in 2017 to get a competitive advantage. For this reason, having employees that are accessible, courteous, attentive to the customer and proactive quickly becomes an asset. Remember that employee talent and commitment cannot exist in a void, and flashes of genius often come from employees who are happy and mobilized!

Therefore, it seems relevant to present a brief overview of this cornerstone of business success. In this article, the reader will learn more about mobilization and grasp its importance in terms of direct profitability (increase in sales and reduction in costs) and indirect profitability (decrease in absenteeism and presenteeism and a better customer experience). Moreover, the reader will become familiar with the best practices to leverage its use and impact.

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