The Employee Experience

Written by Andrea H. Reay, President/CEO of Seattle Southside Chamber of Commerce



A lot of attention has been placed on the “Customer Experience.” Simply put, the customer experience is the product of an interaction between an organization and a customer over the duration of their relationship. Business owners and companies spend a great deal of capital on enhancing the customer experience—developing and investing in systems and technology to ensure the experience is positive and the relationship is sustainable. However, many companies and organizations have failed to invest in the Employee Experience.


We are beginning to see the evidence of a lack of focus on the Employee Experience as our workforce becomes more mobile and employers struggle with attracting and retaining employees. If companies would invest more in their employee experience, not only would they save exponentially with reduced turnover, but the customer experience would also improve as employees are more likely to give exceptional customer service when they are productive and have high job satisfaction.


What is the employee experience? Like the customer experience, the employee experience is the sum of all the interactions an employee has with an employer and their colleagues. This entails the culture of the workplace, the technology and/or tools provided to the employee to be successful, and the physical space or environment in which they work. Statistically, very few companies invest in all three aspects of the employee experience (culture, technology, space). They assume that salary, benefits, and other perks make up for less investment in culture, technology, and space. They are wrong. As the demographics of our workforce change, experience holds much more sway than other traditional forms of compensation in the workplace. If companies and organizations fail to invest in the employee experience, they will continue to see less growth in positive customer experience and continue to experience high turnover.


Here are a few quick ideas to help improve the employee experience at your business, no matter the size or number of employees…

  • Focus on Culture – Culture holds the most weight when it comes to the three aspects of the employee experience. Define the mission, vision, and values of your business. Set the standard and live by them. Create an environment where achievement is recognized, efforts are appreciated, and talent is rewarded.
  • Meet Technology Standards – Whether it’s a computer program or data system, point of sale system or other tools, make sure you provide the proper technology for your employees and keep them in good working order. Check for updates often and plan ahead for replacements of important tools in your workplace. Have a plan for if a vital piece of equipment breaks or goes offline.
  • Create a Prosperous Space – Many studies have shown that employees do not flourish in rows of cubicles, or endless halls of private offices, or even open workspaces. Instead, people do their best work in a varied work environment—where they can choose to finish a project in a quiet private office, and then take a team meeting in an open conference area. Wherever possible, try to create a flexible workspace that fits the various needs of the job duties and work that needs to be performed.



This article was written by Andrea H. Reay is the President/CEO of Seattle Southside Chamber of Commerce, “A voice for business, a leader in the community”. Seattle Southside Chamber has served the communities of Burien, Des Moines, Normandy Park, SeaTac, and Tukwila since 1988. For more information about the Chamber, including a full list of member benefits and resources, please visit their website at

Parts of this blog article were originally published on the Seattle Southside Chamber of Commerce Blog in October of 201 and has been edited for conciseness and clarity. Source: