Satisfied Employees Lead To Satisfied Customers

There is an old adage that goes something like: “Satisfied employees lead to satisfied customers.” I’m unsure of its origin but Herb Kelleher, founder of Southwest Airlines, said something similar:

“If the employees come first, then they’re happy …. A motivated employee treats the customer well. The customer is happy so they keep coming back, which pleases the shareholders. It’s not one of the enduring green mysteries of all time, it is just the way it works.”

I’m in little doubt that there is a correlation between Human Resources (HR) effectiveness and employee performance – and that happy and motivated employees make a significant difference to business operations. A difference that ultimately hits the corporate bottom line in a positive way.

But how much have you invested in HR operations in recent years? Yes, your corporate HR organization might have an HR system for managing employee data and running pay-related activities but how is your HR organization dealing with the daily influx of employee requests and queries? Is it merely via email, spreadsheets, and other personal productivity tools? Or do they have a formal and modern case management system that allows them to efficiently and effectively manage these employee requests and queries? And how do employees access HR services?

And is any of this in line with employee expectations on service?

So what is your HR service experience like?

The goal posts have moved for corporate service providers in recent years. Outside of work, employees are enjoying a consumer service experience that includes a focus on ease-of-use, self-service, service request catalogs, anytime and anyplace access (mobility), knowledge availability, social or collaborative capabilities, and customer-centric support. They receive rapid responses and timely updates on progress.

Consumerization is changing the corporate service delivery landscape and HR is not immune to this. The IT community talks of “the consumerization of IT” as a key challenge for corporate IT organizations. But sadly it often equates this to BYOD (bring your own device). They are wrong. It is so much more. It’s really the consumerization of service.

Think about your personal life, you have:

  •  The ease of ordering goods via Amazon or similar shopping sites.
  •  The ability to communicate and collaborate using social tools.
  •  Any time any place access to information and services via mobile apps.
  •  Alternative support channels over email and telephone.

Employee expectations of consumer services and service have found their way into the enterprise. And some consumer service providers make service delivery look and feel so easy, if not painless. So how long will it be until corporate service providers have to step up to these new consumer-driven levels of service experience? Our customers are seeing it now, with enterprise service request catalog or storefronts in high demand. Employees are demanding so much more from corporate service providers and the service providers are having to react, and the corporate IT organization can help.

So how are your corporate service providers, including HR, faring in light of consumer-driven service expectations?

Some ServiceNow customers will share their experiences in part two of this blog.

Stephen Mann
Stephen Mann has moved on from ServiceNow. He can be found on Linkedin: at

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