EX – Employee Experience

SammyACX- Customer experience

Customer experience is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction includes a customer’s attraction, awareness, discovery, cultivation, advocacy and purchase and use of a service. It is measured by the individual’s experience during all points of contact against the individual’s expectations.
This is just one part of the equation

What about our employees?  Seems pretty common to treat folks with little or no respect..

Beat them and they will submit …  but never will you capture their spirit or their minds..


EX- What could it be? (Mazhar Mansoor)

EX = CX

“Here is a simple framework to understand relationship among various drivers of employee experience and see how employee experience, in turn, becomes the primary factor in creating business results.”

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Spend time thinking about and investing in employees in the same manner as you would customers.  Customers pay the bills but employees can turn customers into advocates or enemies.    Blue Focus Marketing

 

The worst thing a company can do is lie to their employees.  There are many legal implications to lying  but beyond it simply being wrong, it hurts the corporate brand.   Even if you are barely connected to a company it can and will hurt.

Large companies need to find ways to make “big things small.” –Jon Bidwell   If every customer matters then every employee should matter.   There is a lesson to be learned here.

A focus on the employee experience is an investment in the company just like any other asset or capital investment.  A focus on the process around employee engagement and the analysis / data to support an evidence based approach to respecting employees is a “sure thing” in terms of overall productivity and opportunity with customers.

If we are going to take lessons from the masters on profitability wouldn’t we look at the current number one in the market?

Alphabet / Google

Small Steps..

Companies can flog their employees and create fear but today with the younger generations entering the workforce those old practices can’t hold up.  You have to respect what everyone brings to the table.  In fact, a lot of companies are overcompensating today with the younger generation and that isn’t great either.

This isn’t a “solution” but it is an ongoing conversation with multiple considerations.   As an industry leader one of the go to guys on practical (EX) is Hemal Patel I met with him and asked him about this subject area and he said “It all begins with two concepts, start with gratitude and integrity.”  He suggested that employees that understand organizational gratitude and integrity as part of the larger culture will seek to help build and support the company in ways that we could not foresee.

EX- Gratitude and Integrity

  • Measuring gratitude  <– study from Berkeley  (Basically says gratitude is in fact good and can lend itself to happiness and positivity.) <– well whaddya know?
  • Measuring integrity The-value-of-great-CEOs1

It appears that Mr. Patel is onto something…

Summary:

  • Don’t lead with fear..
  • Make Big things Small
  • Focus on Gratitude and Integrity
  • Measure using an outcome based approach..
  • Focus on CX and EX for a healthy approach to organizational success…

 

Any comments, questions or did I miss something?

 

 

 

 

 

 

 

 

 

 

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