Embedding the Employee Experience

The customer is king, we have all heard this expression and although we spend most of our time focusing on creating an unforgettable experience for our customers. The employee is usually prioritised slightly lower in the list of KPI’s. The customer and customer engagement are usually measured as a key KPI that helps as an indicator of success for the organisation. However, what makes organisations so special and successful is the team, the employees of the business. Without a great team, a business will not succeed. The employee experience (EX) is sometimes overlooked or not prioritised high on the list of daily tasks as the day to day demands of customers seems to overtake any ability to think about the needs of employees. According to a Gallup study which demonstrated that companies with highly engaged workforces outperform their peers by 147% in earnings per share.

This does not mean free perks, beanbag office lounges, or offices that look like a café for hippies. No! employee experience is the whole package; It is the culture within the business and every other touch point rolled into one. It encompasses all of the narrower aspects of how an employee perceives his/her everyday life at the office, both good and bad.

The employee experience may be broad in scope, but it starts by optimizing every touchpoint that an employee comes in contact with, to create an integrated experience that feels holistic throughout every stage.

As our digital journey moves to the forefront of many organizations being connected on the human level are becoming more and more important, how do we still manage those touchpoints from a computer screen? Are your employees put to the forefront of all strategic decisions? How much effort do you place on employee experience?  

These are important questions for any business regardless of size or industry. Embedding the employee experience in the strategic goals and objectives will undoubtedly lead to higher customer satisfaction and happy employees.