Don’t Forget About Your Internal Customers: Your Employees

By Jen Carsen, JD

I recently watched an interesting video from WorldatWork about creating a consistent employee experience at the Walt Disney Company. Two senior HR executives discussed how the whole HR department has been working together for the past several years to increase the global consistency of the Walt Disney employee experience.

David Gunn, Disney’s SVP of Corporate HR and Employee Relations, noted that they spent over a year “talking to our consumers” to pin down the true “value of working here – financially, quantitatively, and qualitatively,” and then figuring out “how to tell that story.”

It’s an intriguing concept, and one that organizations of all sizes can learn from. As everyone knows, satisfied customers are loyal customers. In the employment context, this translates into higher rates of employee retention, more high-quality referrals to new sources of talent, and a more engaged, productive workforce. Here are some questions to consider.

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