Employee Journey Mapping
The customer experience is a by-product of how you are organized to deliver it.
It’s tough to be engaged when it’s hard enough to get your work done with all demands.
Employee journey mapping is as a way to understand the points of friction in the internal experience and is the other correlated side of the customer experience.
AskSweden help you map the employee journey through in-person interviews and internal focus groups across your organisation to identify the pain points and frictions.
Outside-in thinking is essential for an customer-centric organisation.
But it is the inside-out action that creates the need for change. As ”the founder of modern management” Peter Drucker famously said, “Culture eats strategy for breakfast.” You can focus on creating a better customer experience. But until you get the employee experience right, it’s an uphill battle with no winners.
Our conviction is that every customer experience project is a internal culture project. Therefore, it is essential that you get all parts of an organisation responsible to delivering the customers end-to-end experience, in the loop.
The journey mapping process is researching the internal intersections to identify where the opportunities are. One extra outcome is that you get a bigger internal understanding for each other’s situations and capabilities, which makes things smoother.
The result help you aligning the organisation, and design required functions from the leadership to the frontline staff, and serve as a key part of a culture change and service design.
- To improve NPS or customer satisfaction scores.
- To deliver the right customer data and insights trough the organisation, from front to end, and vice versa.
- To build customer loyalty.
- To support a new corporate initiative.
- To design and deliver a better service experience.
Employee Value Proposition Audit
The Employer Value Proposition (EVP) is the flip side of the Customer Value Proposition, and its purpose is to decide what kind of an organisation and work place you wan’t to design, and why that is attractive for the right employees.
AskSweden conducts an Employee Value Proposition Audit through in-person interviews and internal focus groups to check attitudes, behaviors and if the EVP does its job internally in order to build the right culture and workplace.
Employer Branding Research
A strong Employer Brand is essential to attract and retain the right talent in today’s competitive landscape and therefore is crucial to a desirable customer experience.
It’s an effect of a good market reputation and a corporate identity that is attractive for the potential workforce.
A good reputation is built through treating your employees right and give them the prerequisites to thrive and get the job done.
The Employer Brand is the face of the organisations culture. Today people expect that a modern organisation is a workplace that is interesting, meaningful and valuable to them and therefore worth going to work for every day.
AskSweden help you track and evaluate your reputation, corporate identity and employer brand over time to secure their relevance, both internally and externally.