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Project EE: Employee Experiences and Business Results
Improving business performance by leveraging the link between employee and customer experiences
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Project EE examines how intentionally designed and aligned employee experiences generate customer experiences that drive profitable business growth.
The success of Human Resources has traditionally been measured by the efficiency of its tactical workforce activities. Today, accelerating competitive pressures and changing workforce dynamics demand a rigorous understanding of the link between workforce activities that create attractive, engaging, and motivational employee experiences and how employees actually deliver the specific customer experiences required to win in the marketplace. This requirement presents an opportunity for Human Resources to enhance its strategic role in the financial and competitive success of the organization by using data and rigorous decision science principles to establish that link.
John Boudreau's latest book, Beyond HR: The New Science of Human Capital, co-authored by Peter Ramstad, describes the hallmarks of mature decision sciences in areas such as finance and marketing, and lays out the challenge to HR to evolve in a similar way by addressing the impact of its investments in talent on business performance. This is an exciting prospect, but the data, analytics, and tools required to accomplish this evolution are only just being defined. The basic "service profit chain" correlation among employee satisfaction, customer satisfaction, and business results is well-known, but correlation does not equal causation. Understanding precisely which employee experiences lead to the specific pivotal actions that most affect customers means looking at much more than general data on employee and customer satisfaction.
This project will take a deep and rigorous look at the emerging state of the art in leveraging specific, intentional employee experiences to generate the specific, intentional customer experiences required to accelerate strategic growth, and at the metrics required to measure these connections. Re.sults® Project EE will enable participants to address issues such as:
- How do improvements in employee satisfaction, engagement, or loyalty translate into improvements in customer satisfaction, engagement, and loyalty?
- How do we move beyond measuring employee satisfaction or engagement to measuring the character and quality of the employee experience?
- Which metrics are most useful in tracking the impact of employee experience on customer satisfaction and bottom-line performance?
- What is the "economic model" of the link between investments in enhancing employee experience and business performance?
- How can we use this economic model to demonstrate the financial value of customer and employee alignment in ways that are useful to investors?
- How do we motivate the specific employee experiences required to generate the desired specific customer experiences?
- How do we integrate our employee and customer brands?
- How will emerging technological and information management capabilities affect the integration of customer and employee experiences?
Re.sults® Project EE will help companies understand, cultivate, and sustain powerful employee experiences; create profitable customer experiences; and measure the impact on the business of the link between them.
Project EE will be led by Tamara Erickson, co-author of Workforce Crisis: How to Beat the Coming Shortage of Skills and Talent and "What It Means to Work Here" (March 2007 Harvard Business Review), and will feature the participation of Dr. John Boudreau, co-author of Beyond HR: The New Science of Human Capital, Professor of Management and Organizations, and Research Director for the Center for Effective Organizations at the Marshall School of Business at the University of Southern California. Tom Casey, SVP and leader of our Workforce Transformation Practice, and Frank Capek, SVP and leader of our Experience Management Practice, will contribute both in-depth perspective and practical leading-edge experience.
Project EE begins on October 10, 2007 and concludes in January 30, 2008. It is possible to join the project in progress. The project is included in memberships in the HR Concours.
For more information on Project EE or The Concours Group, contact
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