Prioritizing employee experience, the key to unlocking business success – Shep Hyken

Putting your company’s employee experience first will lead to more success for your business. Employees who feel valued in their roles are more likely to provide better customer service. That being said, on today’s episode of The Small Business Show, we discuss the five levels of “The Employee Hierarchy of Needs.” Joining us is author, speaker, and customer service and experience expert Shep Hyken.

Key Takeaways 

1. Hyken emphasizes that putting the employee experience first is crucial for business success. When employees feel valued, they are more likely to provide better customer service, creating a positive feedback loop that benefits the entire business. 

2. Similar to Maslow’s hierarchy of needs, there’s a concept for employees that starts with basic compensation and ascends to job fulfillment. This framework helps employers understand the various levels of employee needs and motivations, from ensuring fair compensation to facilitating a sense of accomplishment and purpose in their work and fostering loyalty and productivity.

3. Additionally, employees need to resonate with the company’s culture and values. A robust cultural alignment ensures that employees are not just working for a paycheck but are invested in the company’s success, leading to better performance and lower turnover.

4. Nevertheless, providing employees with opportunities for personal and professional growth is highlighted as a key factor in retaining talent and fostering a sense of achievement and satisfaction in their roles. This alignment is crucial as it determines how well employees integrate with the company, influencing their job satisfaction and longevity. Employees who share the company’s values and vision are more likely to stay committed and contribute positively, reducing turnover and enhancing the company’s reputation.

5. The concept of ‘destination employment’ is where the workplace is so appealing and fulfilling that employees do not want to leave. Achieving this level of employee satisfaction translates into superior customer experiences and, ultimately, business success.

"We have to remember that the employee experience drives the customer experience. As a manager/leader, you can't treat employees one way and expect them to treat customers differently. So, treat the employees how you want your customers treated, if not better." – Shep Hyken

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