HR Leaders How to Treat Employees Like Customers
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Apr 28, 2025 In this engaging discussion, Stephan Meier, a Professor at Columbia Business School and author of The Employee Advantage, delves into the intersection of behavioral economics and employee motivation. He challenges the myth of the purely rational worker, arguing that employees should be treated like customers to create a competitive edge. Stephan emphasizes the need for personalization in the workplace, why ping pong tables won't fix toxic cultures, and the importance of genuine connections among employees, all while advocating for a new customer-centric mindset in organizational culture.
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Myth of the Purely Rational Worker
- Economic models wrongly assume workers are motivated only by money and require strict control.
- Employees are motivated by many factors beyond pay and control, requiring a mindset shift.
Football Bonding with Son
- Stephan shares a personal story about attending football games with his son as a gift and bonding experience.
- He highlights how shared experiences like this create priceless memories and deepen relationships.
Employees Are New Customers
- Companies excel when they treat employees like customers, segmenting employees by what they value.
- Applying customer-centric trade-offs and personalization to employees creates competitive advantage.