The road to success in customer experience passes through employee experience. Employee experience, which ranked 3rd in our article on 7 topics that will stand out in customer experience in 2021, has started to be among the most important topics of 2021 as we predicted. We see that the world’s largest companies prioritise and invest in employee experience.
Jeff Bezos: We need to do more for employees
Jeff Bezos, the founder and CEO of Amazon, the richest person in the world, said that they will focus on the welfare of employees rather than customers, once again revealing the importance of employee experience. Amazon, the e-commerce giant, which is among the world’s largest companies with a market capitalization of more than 1.6 trillion dollars, has 1 million 298 thousand employees all over the world as of the end of December 2020.
Jeff Bezos had put customers first at Amazon for years, but after the Alabama state union vote went against Amazon, he announced that the company would focus on the welfare of its employees. “I think we need to do more for employees,” Bezos said in a message to shareholders, adding, ”As the union vote ends in a landslide and our relationship with our employees remains strong, we need a better vision of how to create better value for our employees and their success.”
“We will be the best employer and the safest place to work in the world,” Bezos added. You may also be interested in our previously published article titled Amazon and customer centricity.
Pandemic impact
It has become clear that employee experience is critical in the pandemic. It is not possible for a business to make its customers happy if its employees are not happy. White-collar workers who switched to working from home and blue-collar workers who had to go to work under pandemic conditions faced many difficulties.
It would be a big mistake for a business to take refuge in the excuse that we are in an unusual period and we do not have the resources to allocate to employee experience. The experience a business delivers can be as strong as the weakest link in the employee chain, from the employee in direct contact with customers to the employee in the background.
