“The customer is always right.”
“Do what it takes to make the client happy.”
We’ve all heard it before — the customer is endlessly important for the vitality of the business and the bottom line. And this is still true. But a new trend is emerging amidst the Great Resignation and the current difficulties retaining good talent, that are affecting many industries across the globe — what if businesses treated their employees with the same dedication and commitment as their customers? What if the employee experience is the new customer experience? How might that impact the workplace culture, the turnover rates, the hiring and recruiting?
How do we also ensure a level of trust? So much has changed in the way we work, and ultimately, trust in our teams is the key, as our people are at the core of everything that a company does. Trust creates the foundation for effective communication, healthy retention, employee motivation and the contribution of discretionary energy which is what we call engagement… The extra effort that people voluntarily invest in work. This is why caring about your employees’ experience at your company should be just as important as caring about your customers’ experiences.
Recognize your employees’ priorities
To start understanding Employee Experience (EX), employers first need to understand what their team truly cares about. To create a good experience, managers leading teams need to hone in and see what actually drives the performance of their people, so they can deliver on that. According to a survey done by LinkedIn’s Workforce Confidence Index, 50% of employees prioritized work flexibility over culture and even salary. In this changing workplace, how flexible is your company? And, are your protocols around hybrid work or working from home properly documented?
EX: It’s not all about [the money
Flexibility and salary are not the only priorities on the mind of your team. Consider creating a comprehensive career progression plan — what opportunities do your employees have at the company? What is a realistic growth plan? Many times, employees value the opportunity more than what they are currently earning. Plus, these discussions open the communication gates and you can truly understand what your employees are thinking and planning for their future.
It’s a timely reminder for all the leaders out there managing others — people want to feel a sense of purpose and impact. How can we show up for our employees so that they do feel valued, heard and appreciated? It’s about building a community and ensuring they know they belong here.
Benefits of EX: employee loyalty and engagement
Creating an environment that supports the employee experience of your team leads to happy employees, which in turn deliver high-quality performance. This supports a healthier business and results in happy clients, so caring for your employees as much as your clients can certainly improve your bottom line! Not to mention, happy employees whose needs are being met at work are less likely to quit and go somewhere else, and can even foster stronger bonds with their peers.
