Service experience is more than just customer experience

Veigo Kell, retweeted by Bob Marshall, said the following on Twitter this morning:

It is remarkable how little the people running organizations know about the experiences of the people working around them. ~Dan Pink, Drive

This led me to write this post which I had thought about writing before but then put off:

An organisation should rightly be concerned with the experiences customers and users have when interacting with the organisation, i.e. humans and automated services representing the organisation. However, many humans other than customers and users are involved with the organisation. Some of those closer to the organisation are employees and partners. Note: See this blog post by Tom Graves for a discussion of other players in the enterprise, in particular anti-clients. So if it is beneficial to care about our customers’ experiences, it is surely (even more?) beneficial to also care about the experiences that humans working with and for our organisation have. (An ethical argument for doing so can easily be made, too.) A complete view of service experience has to consider the experiences of all stakeholders. And while I’m at it, let’s not forget service outcomes, i.e. non-experiential service results: A complete view of service outcomes has to consider the outcomes for all stakeholders. In other words, I suspect it’s “human-centered design” and not “customer-centered design” for a reason.


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