Forbes: How the Great Resignation is Affecting the Customer Experience

This article by Greg Kihlström was originally published on Forbes.com. Read the full article here.

You have most likely heard the term “The Great Resignation” to refer to the current workforce environment we find ourselves in. With record numbers of employees either quitting or considering quitting their jobs, and an equally record-breaking number of job openings that are going unfilled, this phenomenon is affecting the internal workings of a large percentage of organizations. Just as importantly, it is having an impact on end customers and the customer experience.

Because I work with organizations on both customer and employee experience challenges and solutions, I have been seeing this relationship become a focus for many leaders as this phenomenon seemingly continues to grow. In this article, we’re going to discuss the relationship between The Great Resignation and the customer experience.

Lack of knowledge transfer causes discontinuity.

Have you ever dealt with a customer whose primary complaint was that the way they received their service wasn’t the way they received it last time? Or perhaps you felt this way before as a customer even.

Lack of continuity and consistency in delivering products and services can have many causes, some of which include lack of process, lack of testing and quality standards, and a lack of employee training. It can also be caused by a lack of knowledge transfer when organizations are understaffed and have high employee turnover rates. Workers at these companies are often struggling just to keep up, and the lack of training and support from a full team of co-workers is causing burnout to increase, which perpetuates the cycle.

This article by Greg Kihlström was originally published on Forbes.com. Read the rest here.