Organisations that elevate the human experience will be better positioned to create more meaningful connections, foster loyalty, and drive growth. – Deloitte

Now more than ever, organisations must focus on human connection. In this time of turbulence and uncertainty, businesses need to rise to the challenge of meeting the needs of the people who matter most: those who work for them and those who buy from them.

At Understood, when we talk about experience, whether customer or employee. We focus on EFFORT, VALUE, and EMOTION. These three themes drive customer satisfaction and employee engagement.

1. An EFFORTLESS Experience

Customers want convenience and consistency. They expect a personalised experience and want organisations to anticipate their needs. To deliver this, employees must act proactively and intuitively, and they must take ownership of the customer experience.

Likewise, employees need a ‘low-effort’ experience to remain productive and engaged. While they welcome challenge and stimulation, they don’t want workplace inefficiencies such as poor email culture or unnecessary meetings, hindering their ability to do their job well.

2. A VALUABLE Experience 

Organisations must enrich their customers’ lives. Your Customer Value Proposition (CVP) and Employee Value Proposition (EVP) both answer the same question: What’s in it for them to buy from you or work for you?

Creating a valuable experience means showing genuine appreciation for the people who matter—employees and customers (ideally in that order). When people feel valued, they respond with loyalty and advocacy.

Don’t overlook your company Values either. These beliefs shape your business. They influence the experience you provide to employees and define the relationship you build with your customers.

3. An EMOTIONAL Experience 

As human beings, our emotions drive us. We seek genuine connections. A simple greeting or the tone of voice an employee uses can shape a customer’s entire experience, whether face-to-face or over the phone.

Employees who connect with customers on an emotional level often succeed. People remember experiences that stir emotion.

Meanwhile, frontline employees handle a wide range of emotions. They work hard to stay calm under pressure, show compassion, and defuse conflict. It’s no easy task. But when we equip them with the right tools to manage these emotional demands, everyone benefits.

We apply the Understood Experience to our approach to consultancy and training design.

Talk to us, explore our website, read our blog, and follow us on LinkedIn to learn more and discover ways to grow a more successful business.