If anyone asks what drives a business, the first thing that will come to mind is the customer - because without customers, there would be no business. However of equal, if not greater, importance is your employees, as they are the cogs that drive the daily machine. Yet so much attention is focused on the customer experience, however the experience of your employees is equally important, and in fact goes hand in hand with customer experience. Nobody wants to be considered just a number, so it is integral for your employees to feel like they are an important part of a bigger picture and valued as such.
What is Employee Experience?
Employee experience, or EX, is the sum of all the interactions that an employee has with their employer throughout their employment. This could include not just work related interactions, but also feelings, emotions and how employees understand and process these interactions. Employees no longer simply want to be those aforementioned cogs in order to pay the bills - they are looking for meaning more than ever.
People Insight defines three distinct areas that make up employee experience: cultural, technological and physical environment. These can be explained by asking a few simple questions: What are your company’s values? Are these communicated? Do employees feel recognised within these values? Is your company software user friendly and does technology allow for real time feedback from both employer and employee? Is the actual workspace conducive to a good overall experience - are your employees comfortable and do they have access to everything they need?
According to Sapling, employees who are allowed to choose when, where and how they work have a greater level of satisfaction, innovation and job performance. Make sure your employees have the right tools to do the job, that there are clearly defined processes and that all the necessary resources are available to work effectively and efficiently. Nobody feels happy in an environment where they have to hunt for information or make it up as they go along, only to be told that they did it wrong! Not only does this create frustration, but it also wastes time!
Remember that company culture is not only about benefits and perks - after all you can’t have a satisfied employee by throwing nice things their way whilst not treating them with respect. Company culture does however play into the employee experience, as companies with a good energy will add to a good employee experience, which in turn leads to a good customer experience.
Why is Employee Experience Important?
Forbes research shows that EX can improve your business in the following ways:
Ways to Improve Employee Experience
Employee experience is very much about daily interactions, encouragement and opportunity. Forbes lists some ideas for contributing to a positive EX:
Employee experience is as important as customer experience because at the end of the day employees drive what the customer experiences. Listen to your employees, understand their needs and make changes where necessary. Employees who feel valued and heard can only produce better results and happier customers, therefore improving bottom line, and retaining good relationships and longevity in the workplace. For more ways to improve your employee experience, with us.