Treat your employees like you would your customers


By liamarus, 25 April, 2014

by Lia Marus

Today, companies not only have to provide excellent products and innovative ideas but they also have to have the after-sales service to back up their offerings. This is a critical part of any company and 97% of CEOs out there appreciate this requirement. Your employees now want to be treated like customers, which means that HR needs to change the way it delivers the service they provide. What does this mean?

Our customers and employees are faced with many, many choices on a daily basis. So, to keep them buying from our companies and working for us, we need to make them feel that we're responding to their needs. Looking at our employees specifically, we need to mould the HR function in our company to respond to the major forces that we're seeing in the industry at the moment. Put another way, says Fabrice de Carne: product strategy director at Oracle, we need to make our organisations 'employee centric'.

How do you make your organisation 'employee centric'

De Carne says that the way you get this right is by aligning your HR practice to four major forces that you need to know about in HR today:

1. Talent is more complex than it has ever been before

In our global economy, demographics are changing. Thanks to the Internet, we no longer need to be in the same time zone to work together. This means that when you look at your employee retention strategies, you have to think globally rather than just locally.

2. Different countries' regulations will now affect you

With the advent of the global economy, you will need to take into account the different laws of the countries that you deal with. However, you must ensure that – while you take all of these regulations into account – you don't create a bureaucratic environment in your company. De Carne cautions against your employees thinking of HR as "human resistance" rather than "human resources".

3. Use data analytics to boost your HR activities

Data analytics has changed the face of business as we're now able to get 'scientifically accurate' reasons about why certain things happen in our business. We're also able to manipulate the outcomes of various activities based on data analytics. For example, when you recruit for your business you need to have certain information – such as the items mentioned below – at your fingertips. And data analytics can access this for you:

  • Where you need to source the candidates you require,
  • How much time it will take to hire the type of candidates you need,
  • How much money you'll need to spend on this recruiting exercise, and
  • The value of the package you'll need to dangle in front of them.

4. Use social media to your advantage

Social media has revolutionised the way we do business – and HR has not been left unscathed. Says De Carne: "We're starting to see that we can do things in different ways now thanks to social networks." So to be relevant to our employees, we need to start using these channels.

In our work environment at the moment, we have three generations with generation Z starting to trickle in. They have different values and ideals, and as such you need to communicate with them differently. "They need to have flexibility," says De Carne. "If you don't have a strong talent management strategy it will be very difficult to respond to challenges that having different generations in the workplace presents."

This article first appeared on HR Pulse.