Issue link: https://www.e-digitaleditions.com/i/316485
[ 46 ] HRO TODAY MAGAZINE | MAY 2014 At Your Service Treat your employees like your clients, and see satisfaction and productivity rates rise. By Jill Goldstein Most organizations measure their success solely based on how they are satisfying the needs of their customers. But there is a new approach to consider: Forward-thinking firms are introducing a mindset that views employees as the consumers. Taking an employee services approach—one that views employees as consumers—requires organizations to better understand employees' expectations and to rethink how they deliver service their workforces. Today, most HR organizations are structured around traditional areas, including recruitment, learning, and payroll management. This same structure is used to service their workforces. But, in reality, employees don't think in terms of these silos. Bottom line: They want their questions answered wherever they fall on the HR spectrum. A focus on high-touch employee services can provide thoughtful, end-to-end support to address employees' concerns. But some areas will happen more frequently, and require some coordination for proper execution. The most common scenarios involve activities related to onboarding, transferring jobs, or termination. These are "moments of truth" for employees. They represent circumstances in which almost all employees—including the technically savvy Millennial generation—appreciate a personal touch. They also present opportunities Market Insight