What the Return-to-Office Debate Misses: Employees Are Customers

Writing in MIT Sloan Management Review , BCG’s Deborah Lovich , Gabrielle Novacek , and Chenault Taylor explore how employee-centric policies can improve motivation and retention. The authors advocate for segmenting employees by their needs and preferences—instead of relying on traditional demographics and uniform mandates—to boost satisfaction, performance, and retention. They write: “Making work work better for employees is best pursued as cocreation with them.”