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Customer Experience Principles in Human Capital Management

Customer Experience Principles in Human Capital Management

Famous for family movies, theme parks and a cute mouse, Walt Disney also knew a thing or two about building great customer experiences. Even though his death was more than a half-century ago, his wisdom lives on. Here’s one of his quotes:

“Do what you do so well that they will want to see it again and bring their friends.”

If Walt was alive today, his thoughts on customer experience would be more sought than ever, especially with consumers expecting so much from the companies they patronize. As the New York Times noted in an article titled, They Changed the Way You Buy Your Basics, “between 2013 and 2017, some $17 billion in sales shifted from big consumer brands to small brands,” and “one report on the 100 top consumer product brands found that 90 percent had lost market share in recent years.”

Low tolerance, indeed.

There are many different areas to consider for providing an exceptional customer experience, from a seamless interface as seen through a rideshare pickup application to a single brand experience across multiple social media and web channels. Today’s brand no longer depends on a singular touchpoint. Instead, it leverages software that collects data across marketing, sales, service and commerce activities.  Successful brands have mastered these processes through a combination of automation, big data and machine learning.

This principle of seamless experiences across various touchpoints also applies to a successful company working with employees, with those channels including learning and development, talent management, talent acquisition, diversity and inclusion, and community service channels. In a solution brief linked from The Cognitive Enterprise—Powered by IBM and Oracle is a quote from IBM Chief HR Officer Diane Gherson with “our job in HR is to create that connected, transparent, mobile, personalized, searchable and 24×7 universe through our workplace and our tools.”  

Consumers demand connected experiences executed perfectly, or they’ll ditch incumbent providers. Employees expect connected experiences from the companies they work at. Both ideas pose great risk for companies that fall short of expectations, and opportunity for those that delight. Going back to Walt Disney, though he never stepped foot into a 21st century workplace, he dispensed in the quote below timeless wisdom around the importance of employees.

“You can design and create and build the most wonderful place in the world. But, it takes people to make the dream a reality.” 

Learn More

Want to learn how to apply the principles of customer experience into HR? Read about Oracle’s approach to Customer Experience or Human Capital Management and let us know if you're interested in learning more. 

Read more Customer Experience Principles in Human Capital Management
Source: Oracle HCM

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