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Employee Experience Isn't About Mapping Journeys, It's About Bridging Organizational Tribes
CMS Wire, Thought Leadership Laurence Lock Lee CMS Wire, Thought Leadership Laurence Lock Lee

Employee Experience Isn't About Mapping Journeys, It's About Bridging Organizational Tribes

Talking about employee engagement as it relates to customer engagement is all the rage these days. The idea being that happy employees equal happy customers. And along the way, some hijacked the “Customer Journey” terminology to speak of “Employee Journeys,” with the inference that a happy employee journey — typically defined by the HR touchpoints of recruitment, on-boarding, learning and development, performance assessment and exit — leads to happy customers. This analogy falls apart at journey’s end: The customer journey ends with a sale. The employee journey ends with the person leaving.

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