Most companies are attuned to the needs and expectations of their typical ‘customer’, even mapping the ideal customer journey with their organisation and how they can deliver and build upon this. We refer to this as CX – Customer Experience.
Fewer companies are as in tune with the other ‘customers’ they have, their employees – the internal customers. These are individuals who have already bought in to the business and invested in its goals and success.
We refer to how employees feel about working in a company and how they perceive its culture and practices while they’re on the job as ‘Employee Experience’ – EX, and it is this essential element which can determine the health and future success of any given business.
Lainie Taylor, industry advisory council member at Mentorloop, suggests that Employee Experience (EX) “is made up of the thousands of little daily decisions that a leader or a person might make in service to the organisation.” It incorporates the perceptions and multiple interactions that an employee may have throughout their time with the company.
In today’s ultra-competitive business environment, an ongoing positive Employee Experience can provide companies with the necessary advantage to keep them ahead of their industry peers in each of the following measures; engagement, productivity, retention, and general business performance.
In their recent global report on ‘The Case for Employee Experience’, researchers at SHRM identified the following benefits for creating a positive employee experience;
· Almost 3 times more engaged with their work
· 9 times more satisfied with their workplace interactions
· 80% less likely to be actively seeking alternative employment opportunities
· 90% less likely to be thinking about quitting their current job.
Strategies and Tips for Enhancing EX in the Workplace
Today’s employees want more than ‘just a job’, they want purpose, development opportunities, recognition, and a sense of connection and belonging. So, how can leaders and managers deliver this?
Increase Engagement: Encourage the contribution of ideas, and support employee initiatives that allow them to have greater involvement with other aspects of the company.
Empowerment and Autonomy: Employees who feel they are equipped and supported to make meaningful decisions are typically happier and more content in their respective roles.
Connection and Belonging: Help employees to see the greater purpose/picture of the business, while supporting and encouraging business relationships that have the potential for mutually beneficial outcomes.
Open communication: This helps ensure that employees feel informed and heard.
So, let’s not lose sight of the employees who have invested into the business, and can add greater value if and when their experiences are more positive, creating the ultimate win-win outcome.