Focus On Employee Engagement, Not Employee Experience

Customer Experience Matters®

We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. It’s one of our Four CX Core Competencies.

While the trend is great, there’s still a long way to go. I’d love to see many more human resources organizations recognize that employee engagement is one of their strategic objectives (see my post, HR Execs: Wake Up To Employee Engagement!).

As this area has gained attention, there’s been a troubling misunderstanding creeping up in the dialogue. People are confuscating Employee Engagement with Employee Experience. They are not the same.

It’s important to understand the distinction, because only one of them is the foundation to success. So let’s look at each…

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Reframe Hospital Business Objectives to Rebuild Trust

In the opening pages of their book “Reinventing the Patient Experience: Strategies for Hospital Leader” published in 2007, Christianson et al state that 56 percent of the American public trusts hospitals “somewhat,” “not much” or “not at all.”

Even more distressing are the descriptions the majority uses for hospitals that were once perceived as altruistic, humanitarian institutions:

  • Hospitals have been “transformed from charitable institutions to purely business enterprises.”
  • They are “impersonal and detached from the community.”
  • Hospitals “put economics ahead of patient care.”
  • They have abandoned the “traditional role as advocates for patient needs.”

Read more.