Why is Employee Experience (EX) as important as Customer Experience?
Employee experience begins from the moment someone sees a job offer, to everything they learn, do, see, and feel until they leave the company. For an organization to master the management of the Employee Experience, it must listen to its people at each stage of the life cycle, identify what matters most to them, and create personalized experiences.
Employee experience is critical to business performance. Maintaining a great customer experience, improving products, and building a strong, reputable brand requires the help of your employees. Ultimately, their experiences (positive and negative) will impact how hard they work, how much they collaborate, and whether they invest in improving operational performance.
The shift to a more holistic approach to employee experience has been driven by several factors, including social media, changing demographics, and more volatile economic conditions. They want more opportunities to express their opinions, and companies need to deeply understand a group that feels, thinks, and behaves differently than previous generations.
There are now fewer candidates for more jobs, and employee experiences and referrals are ways for employers to differentiate themselves.
Digitalization, disruption, and other economic forces are causing businesses to shrink and expand faster. It forces them to understand the impact these changes have on employees. As changes are more frequent, more than an annual survey is required.
Employees now expect to be treated as unique, just as they are when interacting with major consumer brands.
The possibility of negative reviews going viral has led to an expectation of greater transparency with consumers and employees. Companies that do this have found it to be a tool to protect their reputations and brands and make their employees their best promoters.
By focusing on employee behaviors and improving employee experiences, the world's leading brands have discovered that these actions have knock-on effects, not only on traditional HR metrics such as turnover and absenteeism rates but also on customer experience and overall profitability.
By: Wilfredo Cosme-Ortiz, President of RENOVA Solutions, Corp.