Chapter 3 How a CMO of People Designs the End-to-End Employee Experience

In this chapter, I’ll focus on how the CMO of People designs an immersive employee experience. I’ll explore how a marketing mindset reveals new ways to enhance the employee experience.

Why the End-to-End Concept Is So Useful for the CMO of People

Marketing functions often talk about the “customer experience” instead of the “service we offer.” Does this way of thinking bring any value to HR?

If you run a theme park, you might focus on whether the customers like the ride—after all, that is the service you are offering. You could overlook the fact that they had a miserable time in the parking lot. Disney is famous for seeing its theme parks as a complete end-to-end customer ...

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