Gautam Mahajan is wrote the following: President-Customer Value Foundation

1. CVF ARTICLE OF THE WEEK Add Us to Your Safe Sender List
Dear ,
Employee Journey
The employee journey is a working life-long journey. The customer journey
is sporadic within a company. The employee journey cannot be viewed as
just a series of various journeys within a company. The journey must be
viewed in totality by Companies.
In this article the principal focus is the employee journey and his journey
(interaction with, working for) with the customer. What other factors
influence the employee journey? What is an employee journey? Why is it
important?
First and foremost, the employee is an asset, and a people asset that can
appreciate or depreciate during the journey. The brand equity of the
employee is seen during the journey by colleagues, peers, bosses and
customers, and this brand equity impacts the brand and performance of the
company.
Second, only a value added employee can contribute (add value) to the
company and add value to the customer. Companies can add or destroy
value to the employee through this journey.
So an understanding of the employee journey is crucial to performance and
health of the company. Too many people define this journey narrowly as
being interviewed, hired, performance appraised, motivated, skills
developed, promoted, retired (leaving). Others think it is just the interaction
with HR, the employee and his boss and his external contacts. Some parts
of the journey are given below:
1. The family and social journey
2. The journey for self-improvement
3. The journey to help customer: Sometimes one way, you cannot
contact customer or customer cannot contact you
4. The journey to help customer navigate the company: an internal
journey

2. 5. The journey with colleagues and bosses, 24/7 availability through
cell phone and email
6. The journey to break silos and frustration
7. The politics journey, be honest or loyal
8. Employee touch points, be it accounting, bosses, HR
If you really want to have employees perform, then the wellbeing of the
employee is important. His wellbeing is impacted by his problems outside
of work. The Japanese had recognised this and had tried to help the
employee as a family member. I am not suggesting we do this, but we have
to recognise this.
How do we do this? By understanding the employee’s self-esteem that is
influenced by his journey inside or outside the company. If the employee
has poor self-esteem, his awareness, pro-activeness and performance is
affected. So we have to look at the employee journey differently.
The self-esteem can be impacted by expectations from the company,
starting with expectations of his 24/7 availability by the company (your time
belongs to us)… that is why companies are suggesting no email or work to
be done outside the office and office hours.
There is yet another journey that the employee makes, of self-
improvement. Many companies can help and do help.
The next journey is the journey in interacting with the customer externally
and internally in helping him navigate the company. Very often his journey
is thwarted by silos, by rules, by regulations and thou shalt or shall not do
this. So he prefers to not take the journey in its entirety and leaves the
customer stranded. He needs help in this journey. The silos, hierarchy,
rules can cause a frustration during the journey.
Then is the journey with his colleagues and his bosses, and in office
politics. Should he appear honest or loyal?
And then there is the journey which is impacted by company touch points,
by having multiple people to contact, rather than have one single point of
contact... Accounting for expense reimbursement, boss for time off, HR for
education, motivation (bosses?)
A much wider employee mapping is necessary to know his needs and to
make his journey well worth it.

3. Your comments are welcome!
Call at (+91) 7838333300
Gautam Mahajan, President-Customer Value Foundation
M: +91 9810060368
Tel: 11-26831226, Fax: 11-26929055
email: mahajan@Customervaluefoundation.com
website: http://www.Customervaluefoundation.com
Customer Value foundation (CVF) helps companies to Create Value and
profit by Creating Value for the Customers, employee and for each person
working with the companies.
Total Customer Value Management (Total CVM) transform the entire
company to focus on Creating Value for the Customer by aligning each
person's role in Creating Customer Value and getting shareholder wealth
and Value.
Customer
external
journey
Employee
makes for
customer:
Journey through
silos, extracting
promises,
getting others to
help
Home
Employee
family and
social journey
Customer
Internal
Journey
HR/
other
departm
ents
hiring,
performance,
motivation,
learning,
instructions
accounting
Bosses/
Colleagues
Collaboration
, Politics,
Execution,
Emotionsemo
tions
Employee
makes to
contact,
extracting
promises,
getting others
to help