According to the most recent Deloitte human capital research report, the approach to treat employees like customers throughout their entire lifecycle from hiring to alumni empowers more agile teams. In fact, it is one of their key HR strategies and has been proven to pave the way for satisfied employees who go above and beyond the call of duty to deliver exceptional customer service.

According to this article published on the Capital H Blog under employee engagement and workplace culture, a shift from managing processes to empowering employees is a must for any forward-thinking business in 2020 and beyond.

Authored by Jeff Mike, who leads HR research for Bersin, Deloitte Consulting LLP, and is an expert in the building of resilient corporate HR teams, the key lies in creating engaging environments in which your workforce can thrive. That is why it is so important to treat employees like customers.

3 Ways To Treat Employees Like Customers In 2020 and Beyond

Focus On Employee UX

User experience should be top of mind for businesses concentrating on the overall employee experience. Processes should be developed and designed to suit the working scenarios and behaviors inherent to each enterprise. Instead of expecting employees to adapt to systems that may not suit their needs, equipping them with suitable tools makes all the difference.

Employ design thinking in this regard and leverage emerging HR tech that slots seamlessly into your existing human resources ecosystem to help your team to do their best work with minimal tech-related friction. 

Create Employee Personas

Create An Outstanding Employee Experience

Customer personas are a well-known marketing tool used to great effect by businesses of all shapes and sizes – from small entrepreneurial operations to multinational conglomerates.

The essential idea is to create a basic persona (or a few, depending on the scope of your operation) that boils down the daily experiences, background, goals, and working environment of a typical employee.

These personas are very helpful. It creates a backbone for HR teams to suss out employee expectations, motivations, and more by bringing the ‘user’ to life and making them more relatable than graphs and stats on paper. 

Plot Out the Employee Life Cycle

Every employee that forms part of your team goes through a distinct life cycle at your place of business. They are interviewed, considered as candidates, selected for employment, onboarded, integrated, possibly promoted, and finally retired or seen off at an exit interview.

Plotting out this journey and understanding the importance of every touchpoint is vital if you want to treat your employees like customers and reap the benefits of this approach.


Treating employees like customers holds countless benefits for every business that is innovative enough to do so. In an increasingly tight labor market, top candidates with coveted skill sets have high expectations of potential employers.

Improving your employer brand by focusing on the employee experience is a fool-proof way to attract star players who can revitalize your enterprise from the inside out.