• Andre

PX: The Customer Within

Updated: Sep 13, 2018

> PX = >UX + OX

It’s that simple! We are certainly not the first to write about this concept and if the trends we’re seeing across Human Capital environments are anything to go by, I’m certain we won’t be the last.

If your people are having a great experience in their vocational pursuits, (where they spend a large portion of their valuable time), the end user of the product or recipient of the service that they contribute to or deliver will have a greater experience as a result.

What’s the flow on effect of this? Meeting company growth objectives will likely deliver shareholder satisfaction, with leaders of the organisation having a superior experience due to increased customer satisfaction and the resulting profitability of their bottom line.

Gallup has reported that an overwhelming 87% of employees worldwide are not engaged, but companies with highly engaged workforces outperform their peers by 147% in earnings per share.

So if we know all this, then what’s the problem? Many say knowledge is power… but only if it is actioned upon. It’s enthusiasm and execution that appear to be a major problem.

I’ll refer here to a great quote by Steve Droke, “Knowledge is power and enthusiasm pulls the switch.” I say the time to pull that switch is now!

So just what is People Experience [PX]?

Having thoroughly researched this landscape and multiple perspectives within this space, but more importantly practiced placing people experience as our focus and cornerstone when building teams, we wholeheartedly agree with author and futurist Jacob Morgan (who writes about and explores the future of work).

He writes specifically about the “Employee Experience Equation” and declares that Culture + Technology/Tools + Physical Space = Employee Experience.

At Kin Space, we refer to this as PX, and zero in on the cultural and people element of this equation.

When leading our own high-performing teams, we have always strived to be an “employer of choice” through the strong culture of our teams. This began with on-boarding, carrying right through to former staff being willing to recommend their experience post their tenure with us.

So what was our most telling indicator to measure the level of satisfaction of their experience?

We knew we had created a genuinely attractive PX when we had to encourage our people to go home to their loved ones at the end of a long and exhaustive week.

The outcomes of our PX spoke for themselves, with high levels of staff retention being a feature. Our people regularly achieved individual targets and our overall business revenue growth exceeded 30% for the 13th year of trade in a business that had an established trading history.

Why is PX so important?

More and more as we move through generational and increasingly rapid technological change, it’s vital that we develop our EQ knowledge and practices to help match in building resilience and coping mechanisms for our people.

Surprisingly, despite all the current statistics showing that people globally are crying out for acknowledgement, relative to customer experience, the investment in PX is paltry in comparison.

We argue that the mindset is still yet to shift for so many, particularly with regards to the level of awareness and understanding of the social impact of discontentment within the workplace.

So we have all have access to this information. How well do we actually understand it to make it useful and empowering for the people of our organisations?

*It’s time to shine a big light on “the customer within”.

Blog Tags: People Experience, Internal Customer, Engagement, Human Capital