Experience Management
Employee Experience (EX)
The key to happy customers? Happy employees!
Here's your comprehensive guide to understanding the employee experience.
What Is Employee Experience?
The employee experience (EX) is a set of perceptions your employees have about your company in response to their interactions with it.
Employee experience begins the moment when a potential employee finds your job ad and ends when the employee stops working for your company. Throughout the employee lifecycle, the quality of every interaction the person has with their colleagues, company processes, policies and technologies shapes their final employee experience.
The Importance of Employee Experience
An outstanding employee experience has become a business imperative in recent years. There is increasing evidence that when a company's employees are satisfied and motivated, the company achieves better business results.
A positive employee experience strengthens employees' sense of:
Belonging – the employees enjoy being a part of a team or an organisation
Purpose – the employees understand why their work matters
Achievement – the employees get a sense of accomplishment when they complete tasks
Happiness – the employees feel good about their job and the company
Engagement – the employees show energy and enthusiasm in their work
Save with the right EX Strategy
When all of the above applies, the employees have better work performance and increased productivity, and the levels of employee retention are much higher.
Improved employee retention
Thanks to Staffino, a call centre saved €520,000 on attrition by engaging and motivating its agents.
How to Improve Employee Experience?
Generally, the best motivation factor is a financial reward. However, people nowadays expect more from their job than just fair compensation and the usual employee benefits. According to behavioural science, employees are inspired to give their best performance when they have a positive intrinsic motivation.
What do we mean by intrinsic? It simply means they need to enjoy doing their work and find the work they do meaningful.
The most effective ways to ensure a positive employee experience:
1. Good workplace relationships
Open communication and bonds between employees and their managers or coworkers are essential for better work efficiency
2. Fair compensation and benefits
Fair salary and perks are helpful tools to inspire employees to do their best
3. Alignment with company's mission and values
Aligning employees with the company's values increases transparency and boosts employee engagement
4. Full understanding of the KPIs
Set clear KPIs so that the employees understand what they need to accomplish
5. Appreciation and recognition
Employees need to feel that their work has value and should be regularly recognised for their achievements
6. Opportunities to grow
Offer your employees learning opportunities and support their career development through regular feedback sessions
1. Good workplace relationships
Open communication and bonds between employees and their managers or coworkers are essential for better work efficiency
2. Fair compensation and benefits
Fair salary and perks are helpful tools to inspire employees to do their best
3. Alignment with company's mission and values
Aligning employees with the company's values increases transparency and boosts employee engagement
4. Full understanding of the KPIs
Set clear KPIs so that the employees understand what they need to accomplish
5. Appreciation and recognition
Employees need to feel that their work has value and should be regularly recognised for their achievements
6. Opportunities to grow
Offer your employees learning opportunities and support their career development through regular feedback sessions
Employee Recognition Matters More Than You Think
Research shows that 70% of all employees feel they receive little or no recognition at work. Employees who know they will receive credit for their achievements have a stronger will to deliver results, affecting their productivity and consequently improving the organisation's business performance.
Recognition also increases the employees' loyalty to the company, which leads to higher retention.
Gamification as a Tool for Employee Engagement
Employee engagement and employee experience are tightly knit. Employee engagement results from a positive employee experience; it is the enthusiasm and effort your employees demonstrate at work every day.
With higher engagement comes a proportional increase in employee retention, productivity, and the company's profitability, while disengagement can cost you a lot of money in lost productivity.
Employee Experience Surveys
Employee satisfaction is defined by how fulfilled and happy an individual is with their job. It results from material factors such as compensation and benefits and abstract elements such as and recognition . Understanding how content or discontent your employees are at different stages of their lifecycle is vital for delivering a personalised employee experience.
Regular surveys of employee satisfaction should be the core of every employee experience management strategy. It can help you determine the overall health of your organisation, gain a deeper understanding of what hinders employees' productivity, what you could improve as an employer or a manager, and what experiences the employees find positive and motivating. At the same time, you will make them feel valued and cared for.
These 5 steps will help you create an employee satisfaction survey:
- Set a clear purpose – specify why are you doing the survey and how will you use the results
- Communicate it with the employees – align the employees with the purpose of the survey
- Choose type of the questions and survey length – choose the proportion of multiple choice and open-text questions and make sure the survey is short and engaging
- Schedule the survey – set a starting and ending time as well as time for the analysis of the results
- Take follow-up actions – work with the results to improve employee satisfaction
A Successful Business Starts with Motivated Employees
To see significant improvements in your business performance, stop investing for a second and start better optimising what you have already invested in – your employees and the processes they work with.
Regardless of the level of business strategies and the budget spent on marketing activities, a company will hardly succeed long-term without dedicated, hardworking employees.
Engage your workforce to boost business performance today
Frontline employees play the most significant role in transforming the customer experience. Successful companies worldwide understand this and adopt a data-driven approach – they survey the link between their employee experience and customer satisfaction and revenue.
Happy, engaged employees result in more satisfied customers, who spend more money on the company's products and services and spread the good word about it.
Improve your EX!
Ready to transform your employee experience?
Staffino can help you set up an effective EX strategy, measure your employee experience through engaging surveys, gamify the workplace, and much more.