Employee Experience

Employee Experience

TeamLeader5 Reasons to Focus on Employee Experience (EX)

  1. Lower turnover
  2. Attract high-caliber employees
  3. Improve customer experience
  4. Increase productivity
  5. Increase profit

EX Insights

  • Gallup research also shows that active disengagement costs the U.S. an estimated $450 billion to $550 billion annually (State of The American Workplace)
  • Only 30% of US Employees / 16% of Canadian employees are engaged; 52% of US employees / 70% of Canadian employees are not engaged and 18% of US employees / 14% of Canadian employees are actively disengaged (Gallup – State of the Global Workforce)
  • Gallup sees employee engagement built on these basic elements – “What do I get from this role? (salary, job satisfaction etc) – perceived value of my contribution – answers to the question “Do I belong here? – Can I make improvements, learn, grow, innovate and apply new ideas?“ (State of The American Workplace)
  • 75% of people quit their bosses not their jobs (Roger Herman)
  • Above average companies – those with more highly engaged employees – experienced 147% higher earnings per share (EPS) compared with their competition.  (Gallup)
  • 70% of Forbes Global 2000 companies will use gamification to boost retention, revenues and engagement in 2014 (Gartner)

Employee Experience Process

Use these as your guide

  1. Understand your culture – does it support a great employee experience?
  2. Ensure your employees core values match the corporate core values
  3. Practice appreciation – informal recognition and formal recognition – Peer to peer and manager to employee
  4. Deliver honest, open communication
  5. Provide opportunities for training and advancement
  6. Create a career path
  7. Disallow toxic people in your company
  8. Pay attention to turnover, particularly with specific managers
  9. Use 360 degree feedback to improve experience
  10. Hearten contribution and innovation
  11. Encourage a caring approach to dealing with mistakes – what is the lesson?
  12. Compensate fairly, reward exceptional behaviour

Employee Experience KPIs

The 3 main Employee Experience KPIs are Acquisition, Retention and Profit

Acquisition – Recruitment costs, training costs, number of employee referrals

Retention –Employee engagement level, employee satisfaction score,average employee tenure, 360 feedback score, employee churn rate, attendance rates

Profit – Revenue per employee, safety, customer experience

5 Steps to Success

Define – Define what objectives you want to achieve, what KPIs you want to impact, prioritize your objectives, define the timing, identify resources, allocate budgets, identify return on investment expected

Discover – Find out what it’s like to be your employee.  The more trust you have generated, the easier it will be to get truth in return

Design – Use best practices, discovery insight and your objectives, design an employee experience plan

Implement – Implement your plan, educate your employees, engage in two-way dialogues with employees, encourage two-way dialogues between customers and employees

Monitor – Monitor employee responses, customer reaction, customer learning, feedback, impact to KPIs and adjust as needed

Our Role

  1. Coordinate with your project managers, senior leaders, management team, supervisors and trainers for requirements
  2. Define – what are your objectives? … Identify KPIs, create your baseline
  3. Discover – what is it really like to be your employee? … Coordinate with HR team and test that HR insight matches employee reality
  4. Create your employee experience transition plan, employee engagement plan, employee recognition plan and incentive programs with input from all stakeholders
  5. Implement and support training, coaching, mentoring and facilitating
  6. Coordinate with your team to report on results and make appropriate adjustments
  7. Leave you with the insights and practices to continue to grow your employee experience

Contact Carol today!

carol-showCarol Wain is the founder and leader of many brands which help leaders to create more profitable businesses that transform lives and positively impact our planet.  She is an author, speaker, trusted advisor and mentor who won Entrepreneur of the Year in 2003. 

Carol is passionate about reinventing business to become a force for good — positive businesses which respect, appreciate, encourage and support the right employees who voluntarily use their discretionary effort to bring the vision, purpose, platform, personality, passion and core values to life; businesses which create useful, meaningful and valuable products, services and experiences which improve the lives of people; and businesses which support communities, take a stand and have a higher-purpose.

For more information visit  https://CarolWain.com, https://EnlightenedCapitalist.org and https://WorldIncentiveNetwork.com