“Consumer Employees”. Should we consider employees as our internal customers?

Customer Experience and Employee Experience are often considered as siloed practices that are run in the organization by different teams, one is usually led by Marketing and CX teams, focused on customer satisfaction, and the other is usually led by HR departments, focused on employee welfare. In recent years, employees are starting to adopt consumer alike behaviors, for example in attracting talents, supplying information systems that are user friendly, providing work conditions that meet expectations, collecting employee feedback and acting upon it, etc. This trend, which I would like to call the “The Consumer Employee”, is changing the labor market and requires adopting new practices that will look at the overall human experience in an organization, understating that the other stakeholders, that are part of the ecosystem of the organization, play a role in shaping the experience of our employees and in our ability to attract and maintain talents.