Here’s links to recent reports we’ve come across that we’ve found interesting and some of our key takeaways from them.
Is your team’s Employee Experience where it needs to be?
Tiffani Bova, Global Growth and Innovation Evangelist at Salesforce, gives her view in a new book. Here's our takeaways from an interview with her about it.
- Is the emphasis on CX at the expense of EX? - Well, they should be two sides of the same coin. If organisations view employees as worker bees, whose sole purpose is to serve the customer, then they're unlikely to get the best out of them.
- Tiffani says the fastest way to get customers to love your brand is to get your employees to love their jobs - Yep, I think this would help.
- Tiffani says the majority of executives admit that while someone owns CX internally, there is typically no role focused on EX - As we always say at Brand Experiences, you have a senior CX person, you need a senior EX person (which is different from an HR Director).
- 73% of the c-suite reported they don’t know how to use employee survey data to drive change internally - WTF? How do you use customer data to drive change, then?
- Tiffani says that, “... this isn’t about creating a new role to own EX." - But if no one is currently owning it, then it will continue to drift.
- Tiffani says, “...the role employee experience plays has yet to be fully quantified or understood" - We have an ROI Calculator and an entire Toolkit you can use for free for that!
- Tiffani says, “Fostering a culture that supports its employees across all aspects of their day-to-day experiences must start at the top and be reinforced by everyone.” - Senior Leaders must walk the talk, but the experiences themselves should be created 'from the people, for the people' and definitely not top-down.
- Tiffani says, “You’re kidding yourself if you think that customers don’t notice when your employees aren’t happy at their jobs.” - Yes, indeed. Just think about food service - okay food and great service beats great food and okay service for most people almost every time.
Your EX happens whether you think about it consciously or not. It appears the evidence here is that it's not often thought about. As the old saying goes, if you do what you've always done, you'll get what you've always got.
This is another way, though, you know.
Why it’s time for companies to educate themselves about the employee experience
The Foundever report — “Time to Act: The Customer Experience Trends Shaping 2023” — outlines the need for a greater emphasis on creating a positive EX that promotes lifelong learning and professional development.
- One-in-four consumers would be prepared to stop doing business with a brand if that brand was found to mistreat, underappreciate or exploit its employees - A beauty of social media is that the good and bad will out.
- Just as the links between CX and business success are clear and proven, so is the relationship between the employee experience and the levels of the customer experience a brand is able to deliver - Whereas we believe the links are, indeed, 'clear and proven', the message has yet to land with many, many senior leaders.
- The skills deficit 'needs to be addressed through a combination of targeted recruitment, retention and re-training the existing workforce' - It's great that 're-training' has been called out... often this is overlooked. Many skills do date.
- Wages alone will not be able to make up for deficiencies in other areas - As the evidence from mojo tells us, the most popular intrinsic motivators are 'Searcher' (desire for purpose and feedback) and 'Spirit' (desire for freedom and autonomy)... 'Builder' (desire for money and material gain) sits at sixth.
- Learning, training and development need to be baked into company culture so that it becomes an element of the end-to-end employee journey - Yes, this is a key element in the Support stage of the Employee Lifecycle... don't just train them on the way in, develop them continually.
It’s refreshing to read a CX report stating the importance of EX. As we always say: EX and CX are two sides of the same coin and both need to be invested in and treated with rigour. The pay off is amazing!
New model of employee experience can help organizations drive growth, retention and resilience
The World Economic Forum decrees that EX is becoming increasingly important to organisations. Hooray!
- Focusing on what matters most to employees can help organisations thrive - which is why we created mojo, to understand what intrinsically motivates an employee in order make them more productive.
- According to a report, organisational EDI priorities are ranked as: women, Gen Z, those with disabilities, those from a disadvantaged, religious, ethnic or racial background, older workers, LGBTQI+, those from a low income background - the results are surprising, as we don't often see Gen Z and those with disabilities so high up the EDI chain; we would have expected to see women, background and sexual orientation as the top three.
- Employees who feel they have a 'low EX' are 4.9 times more likely to 'regrettably leave' than those who feel they have a 'high EX' within a six-month timeframe, and 3.4 times more likely to do so within one year - So, not only is it important to improve the EX in order to boost retention efforts, but also to identify how employees are feeling about their EX: mojo will display this.
It’s an established practice to personalise CX and so it should be with EX. Many organisations have business retention units and surely now is the time to have a similar focus on employee retention – this will boost productivity which will ultimately lead to cost savings.