Where does the Employee Experience begin?
NO EXCUSES: DELIVERING AN AMAZING EMPLOYEE EXPERIENCEIn the current economic environment, the prospect of job hunting can be a daunting one. Some have been out of jobs for months, and organisations have had to offload talent in the hope of staying afloat beyond the pandemic. Employees are anxious and organisations hesitant. It is more critical than ever for employers to take a proactive approach to deliver an amazing employee experience.
FIRST IMPRESSIONSShock, confusion, and disappointment prevailed as Reva’s hopes are now dashed. The cold impersonal email she received left her feeling vulnerable, incapable, and judged. Receiving the email on a Sunday evening made Reva feel like her application may not have been given due consideration. Reva is disappointed at being rejected for the role, but even more so for receiving a cold, automated message which did not even address her by name. Reva knew that she would not ever consider applying for any roles with this company in the future. Sadly, such a negative experience is not uncommon for job hunters.
EMPATHY: HUMAN CENTRED DESIGNThis story is one of many examples becoming common in today’s world. Leaders need to embed empathy and a proactive mindset in the organisation’s employee experience framework. First impressions are the way we make sense of the world. Communication is a key driver in establishing a positive employee experience and a lasting connection.
LIFTING SPIRITSIn the shifting landscape of the pandemic and beyond, the need for empathy and a human-centred approach has become more crucial than ever. The most influential advocate for a great customer experience starts with an organisation’s employees. Organisations need to become more proactive and aware of the employee experience journey. Small changes to the employee experience such as increased transparency, better communication and genuine empathy can immediately lift spirits. Organisations have the power, so in times of instability it’s important to empathise and remember, “It’s not what you say, it’s how you say it.”
FIVE STEPS TO DELIVER A GREAT EMPLOYEE EXPERIENCEHere are five elements that, at The Strategy Group, we feel can deliver an amazing employee experience:
- Map out the employee experience journey. This first step is essential to understand the current journey, from when you advertise for an employee to when someone leaves? Do you understand your employee’s experience? We find that engaging someone like The Strategy Group to do this is of great value. We will map out the highs and the lows of the experience, from the employee’s perspective, which is the only perspective that counts. We will interview a cross-section of your team to gather first hand their experiences and document what we find.
- Facilitate a workshop with the leadership team to share the insights from employees experiences. This will explore “What is working and what is not” as well as reveal the highs and the lows across the journey. A fundamental initiative in moving forwards
- Ideate with the leadership to generate ideas on how the lows can be improved, and the highs elevated
- Explore ideas on what an ideal employee experience could look like – especially in a world of COVID-19. Re-image the employee experience, how will the team function in a hybrid fashion? What will keep the culture going? How will we onboard new starters online and still manage to embed the company culture?
- Design and apply the new experience – assisting and providing feedback on the change process all along the way
- Where does the Employee Experience begin? - September 28, 2020
- The Dark Side of Innovation: Unintended Consequences and Innovation Failures - July 30, 2019
- A Bad Customer Experience Won’t Make Your Customers Leave - June 19, 2019
- Why Customer Strategy in Aged Care is More Important Now Than Ever Before - January 22, 2019
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As offices transition to post-pandemic work life, one thing is clear: the hybrid workplace model is here to stay. However, in the scramble to keep up with expectations, the employee experience is often neglected in the process