Updated: Feb 4, 2021
A study conducted by consulting company Temkin Group suggests companies who focus on customer experience outperform companies who do not. This is not new information. It is a universally accepted theory that customer service is strongly correlated with business success. What is surprising is another part of the study revealing a lack of HR involvement in customer experience management (CEM) despite its recognition of CEM importance. Human resource outsourcing can focus an HR team’s efforts on customer experience (CX) and off of non-core functions such as payroll, employee benefits management, workers’ compensation and risk management.
The Temkin study surveyed 302 HR professionals from companies over 1000 employees and revealed that CX leaders consistently outperformed their non-customer-focused competition. These same companies reported higher employee engagement and customer centrism. Furthermore, companies where “HR is considerably or significantly helping [the] organization become more customer-centric” were nearly twice as likely to be identified as a CX leader (72% compared to 37%). The full analysis can be read at customer experience matters.
Despite this evidence, only 15% of HR professionals were significantly helping CX efforts. The HR department must step away from the common practice of being employee-focused and instead embrace the company’s goal of being customer-focused. According to the survey, several obstacles exist that could prevent human resources from having a CEM focus. These obstacles include:
“HR employees not having the time or skills to be customer-centric”
“Direct supervisors and company executives not considering CEM a priority”
“HR departments not having credibility in their organizations”
PEO partners like The Mission HR can help human resource departments shift their focus towards CEM by shifting it off of many of the time-consuming daily tasks HR teams face. This is the first step in involving an HR team in a customer-centric business strategy. By first providing HR employees the time to be customer-centric, a company can move to solving the other common issues preventing HR teams from helping their companies become CX leaders.
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About The Mission HR
The Mission HR is a leading partner in the PEO, HR, payroll, and benefits outsourcing marketplace. We provide a valuable service for small and medium-sized organizations and government contractors, serving as a trusted partner in integrated human resource (HR) compliance, risk management, employee benefits, employment practices liability insurance (EPLI), and payroll processing.