Employee experience management
Encyclopedia
Along with the notion of Experience Economy, Employee experience is defined as what employee received during their interaction with careers’ elements (e.g. firms, supervisors, coworkers, customer, environment, etc.) that affect their cognition and affection and leads to their particular behaviors.
Employee Experience Management (EEM) is conceptualized by Abhari as an approach to deliver excellent experience to employee, which leads to the positive customer experience
by emphasizing on their experiential needs - like Experiential Marketing for external customers.
Harris (2007) hinted, “It [customer experience] begins at the heart of an organization. It begins with employees who are being the strategy and living the brand”. EEM, same as Internal marketing
, is an internal approach by focusing on employee (internal customer
) prior to external customer.
The notion of EEM come from the question that how firms make sure that employee create the desirable customer experience
, whenever they interact with customer or provide the information and service to them (Schmitt, 2003, p. 219). Alternatively, utilizing employee in delivering brand value promise is remarkable concern in EEM. EEM also goes beyond standard Human Resource Management
by rewarding more employee-experience in form of both professional and personal development (Schmitt, 2003, p. 207).
Employee Experience Management (EEM) is conceptualized by Abhari as an approach to deliver excellent experience to employee, which leads to the positive customer experience
Customer experience
Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy...
by emphasizing on their experiential needs - like Experiential Marketing for external customers.
Harris (2007) hinted, “It [customer experience] begins at the heart of an organization. It begins with employees who are being the strategy and living the brand”. EEM, same as Internal marketing
Internal marketing
Internal marketing is a process that occurs within a company or organization whereby the functional process aligns, motivates and empowers employees at all management levels to deliver a satisfying customer experience...
, is an internal approach by focusing on employee (internal customer
Internal customer
Internal customer is a buzzword used in management, popularized by Joseph M. JuranHe defined an internal and external customers as anyone affected by the product or by the process used to produce the product, in the context of quality management....
) prior to external customer.
The notion of EEM come from the question that how firms make sure that employee create the desirable customer experience
Customer experience
Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy...
, whenever they interact with customer or provide the information and service to them (Schmitt, 2003, p. 219). Alternatively, utilizing employee in delivering brand value promise is remarkable concern in EEM. EEM also goes beyond standard Human Resource Management
Human resource management
Human Resource Management is the management of an organization's employees. While human resource management is sometimes referred to as a "soft" management skill, effective practice within an organization requires a strategic focus to ensure that people resources can facilitate the achievement of...
by rewarding more employee-experience in form of both professional and personal development (Schmitt, 2003, p. 207).