What the Return-to-Office Debate Misses: Employees Are Customers
Too many companies treat employees as costs rather than customers who choose how much effort to bring to work. Return-to-office mandates, for example, imply a lack of trust. Even when organizations pursue employee-centric policies, many treat workers like one monolithic group. A key research insight: Organizations must segment their workforces, much as they do with customers. Only then can leaders address different segments’ needs, to motivate and retain people, through specific practices.
