How Employee Experience is driving Customer Experience – a 4 part series
Is EX a flash in the pan, or is it worth us taking notice of? Why should we be trying to understand it and what is in it for business owners?
Part two: Why organisations NEED to enhance their employee experience.
We live in a world of experiences. We are less concerned with owning material things and more interested in having great experiences like holidays, meals out, music gigs and sports events. These experiences start with a trigger (like a meal or holiday) followed by a collection of senses (a sunset, lighting, music, conversations) that result in a memory. Good memories make good experiences. We realise how important good experiences are in our personal life, so why shouldn’t we apply that mentality to our professional life?
A third of our lives are spent at work. We should enjoy it! People that love their job get out of bed full of energy and in a good mood. They leave work in a good mood and spend quality time with their families. They generally have good, fulfilling lives.
What benefits are businesses seeing from delivering enhanced employee experiences?
Organisations that engage with their employees and deliver a good working environment are undoubtedly going to have a more productive workforce. ‘Happiness is the ultimate productivity booster.’ Says Alexander Kjerulf, founder of Woohoo Inc. ‘Happy employees make better decisions, excel at managing their time and possess crucial leadership skills.’
Satisfied employees are more loyal to their firm and less likely to leave than those that do not enjoy their work life. This reduces costs associated with high staff turnover such as recruitment and training. Employees that enjoy their jobs will also be more inclined to stick with their company if the culture is right, even if they could earn a higher salary elsewhere.
45% of workers would take a 9% salary cut in favour of more flexible working structure.
J. Morgan, The Future of Work.
But by far the most important benefit of investing in your employees’ experience is the performance you get in return. An employee that enjoys their time at work, has good relationships with their colleagues and has the opportunity to grow will not only be efficient; they will go the extra mile to ensure that customers are also receiving excellent experiences. Cue a quote from business guru Richard Branson:
This shift in corporate mentality is fundamental for organisations wanting to keep up with the changes in work culture. Companies must create an environment where people WANT to go to work rather than a place that they HAVE to go to work. Moving from UTILITY into EXPERIENCE. The results will be a top performing company providing incredible customer service who will always outperform their peers.
Progressive companies are championing openness and transparency to breed agile and adaptable approaches to keep up with changing goalposts, particularly in the tech space. At Cisco, employees are not limited to one job role or focus, but encouraged to ‘bid’ for projects that they wish to work on to encourage fresh ideas and diverse methodologies.
The bottom line is that to be the best in your market space, you have to employ the most dedicated and hardworking people. To attract this calibre of staff, you need to be offering a fun, flexible and progressive work environment where they want to come to work. Their great experiences will filter through to your clients.
We now know what is expected from the ‘future of work’, and why businesses should be incorporating employee experience into their strategy, but what is it that makes an employee experience good? Find out in the next instalment – What does good EX look like?