Expectations shape a great deal of our experience as consumers of products and services. As companies large and small work to understand the customer experience and identify areas for improvement, most fail to consider the impact of expectations. Furthermore, the customer experience is largely shaped by the staff and employees of the organization who prepare and deliver the products and services we buy every day.
For this reason, employee expectations can be as important as customer expectations when considering changes and improvements to impact the bottom line. Surprisingly, almost all surveys in both customer experience and employee engagement measurement programs fail to assess a respondent’s expectations, without which we fail to consider a critical component in understanding the context of an experience.
This article will talk about not only how to understand employees’ expectations, but also how to meet them.