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There are now signs that employee experience (EX) is the next priority for organisations, following the major emphasis on customer experience (CX).
This is good news for staff!
While CX is the sum of all interactions a customer has with a company, EX is the sum of everything an employee experiences throughout his or her connection with an organisation.
Innovative leaders and HR teams are thinking beyond staff satisfaction and employee engagement to look at the entire employee experience.
Successful organisations offer better employee experiences that attract better staff and keep them engaged. They proactively design and manage EX, not just respond to annual staff engagement surveys. A key result is better customer service- a virtuous circle.
Consumerism is now part of the recruiting process. Just as customers can choose from a variety of brands based on reviews they can search on the web, employees can also use online resources to choose potential employers. Websites such as Glassdoor make it much easier for prospective employees to assess the EX at a company they’re considering.
We are now in a very competitive environment where the best people are in increasing demand. According to IdeaSpies Employee Innovation research, staff are less likely to want to work in organisations where they are not valued and don’t have a voice to influence outcomes. Instead they want to work in organisations that value innovation and the role that they can play in it.
A Gallup Report concluded that the percentage of adults who work full time, and are highly involved in and enthusiastic about their work, is just 15% worldwide. While this is a problem it’s also a huge opportunity- business units in the top quartile of Gallup’s global employee engagement database are 17% more productive and 21% more profitable than those in the bottom quartile.
How EX can be improved
EX should be considered as a strategic priority by Management and Boards. Deloitte suggests that the EX journey in organisations can be mapped, perhaps using design thinking, just has been done for CX. Ford is an example of a company focussing on innovation, including CX and EX.
Some suggestions to improve EX are to take a holistic view: define purpose; recruit staff that suit the organisation culture; provide staff development that suits their needs; move people more often; offer continuous feedback; consider work/life balance with flexible work options; review workplace design; hackathons; invest in an idea capture tool that gives people at all levels a voice in contributing ideas; and ensure leaders are well trained so they are receptive to suggestions and ideas as well as to developing their staff.
In sum
More and more people want to work in an innovative culture where work has meaning, brands have genuine value and new thinking leads to useful ideas being implemented. Purpose and passion are now the lifeblood of a successful organisation. There is a significant opportunity to increase employee engagement through EX. Organisations with innovative cultures embracing new thinking such as EX are the most likely to succeed.
Innovation should involve all people in an organisation, not just a select few.
IdeaSpies Enterprise is a new, fun and effective idea capture tool that’s designed to encourage ideas from staff. It’s been successfully trialled and used by KPMG in Sydney You can see a video that shows how it works here.
Lynn Wood – Chief Idea Spy
Marcus Gordon
