The “EX” Factor

Jan 27, 2022 | Blog

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A company can see its definition as a “customer-centric company” as its proudest achievement today. This could only be possible with customer focused employees. A simple equation is: Happy employees create happy customers.  However, in a post-pandemic world, expectation of an employee radically reformed by numerous factors. “EX” or Employee Experience become an important element to be managed  and improved so we want to share some tips and tricks about how to approach to this topic.

Isolved, which is also recognized as a HCM (human capital management) platform, recently conducted a survey, which included interviews with 500 human resources managers. Looking at the results of the previous year, it was seen that the official knowledge from their previous experiences and of their employees made up 92% of the top prior urgencies of these companies. One of the main outputs of the research is designing& delivering the best possible end-to-end experience for employees is as important as for the customers. There are 5 stages of employee experience when we approach holistically.  

5 stages of employee experience:

  1. Recruitment: This stage includes the job posting, candidate recruitment, candidate interviews and the job offer. Successful recruitment strategies promote the unique and valuable employee experience that the company offers. That employee experience should reflect and advance the company’s brand.
  2. Onboarding: This stage, which centers on employee orientation, involves much more than equipping new hires with the knowledge required to begin fulfilling their roles. Onboarding also represents a valuable opportunity to educate the new employee on the organization’s vision and philosophy. Effective onboarding helps strengthen employee retention.  
  3. Performance: Organizations deploy performance management processes to optimize their employees’ contributions while ensuring that individual performance aligns with, and drives, corporate objectives. Successful performance management approaches also present relevant and attainable career-growth opportunities to employees; these opportunities should be presented in a supporting and encouraging manner.  
  4. Retention: The effort required to retain talented employees represents a crucial aspect of the employee experience. Managers prevent employees from looking for roles in other companies through active listening, understanding their challenges and addressing their concerns.
  5. Exit: The final phase in employee experience lifecycle occurs when an employee leaves the organization. This transition should be managed in a professional and effective manner, regardless of whether the employee is taking a position at another organization, retiring or leaving to address personal reasons. When an employee leave the organization, their former colleagues’ work can be negatively affected. Successfully managing the separation and its impacts on the employee’s team will limit negative impacts.

The employee experience should convey a compelling story about the relationship between individuals, their colleagues and the organization – beginning with professionals’ initial interest in the company and concluding with their departure. This narrative features the varied interactions, challenges, successes and situations that employees experienced during their time at the company. The work employees performed can have significant impacts on their motivation, morale and careers. As such, organizations and their leaders have an important responsibility – and a valuable opportunity – to design, support and nurture a top-notch employee experience.

By taking a granular look at all of the interactions experienced by employees at every stage of the journey or lifecycle, you can more effectively engage the workforce. So, you need to collect feedback across each stage of their journey and then analyze it accordingly. There are some critical moments that matter in each stage where a survey can be designed to get better understanding about what really happens.  For example, surveying about onboarding experience and to get feedback helps you design better onboarding experience for new employees in the future.

Gathering employee feedback is important but wouldn’t be enough for reaching your ultimate employee experience level. You need take actions! Otherwise, you only listen your employee voice just sake for listening which would create a dissatisfaction on the employee’s side. Moreover, it’s much appreciated, once you communicate actions through your VoE program transparently across the organization.

In a world being transformed by digital technologies, increasing transparency, and the rising demand for talented professionals and workers with fast-changing skills, employee experience will become an increasingly important dimension of competing for and engaging your workforce. Just as companies measure customer experience through VoC tools, so will HR rigorously monitor the health and happiness of its employees. Now, it’s up to the companies to use employees as a competitor advantage.

 

Alterna CX VoE tool is ready to help

There are many studies which point to the undeniable link between employee engagement and customer experience. With increasing impact of the agility on the way companies operate, improving employee engagement as a leverage for higher productivity, retention of key talent, and customer satisfaction is even more critical today. However, most brands still continue asking their employees      -only- once a year, “How do you think we are?”!   Similar to voice of the customer (VoC) feedback loops, we believe companies should consider creating employee feedback loops to deliver great experiences to their employees.

We would like to share with you in the current blog content how using the Alterna CX VoE tool can benefit you.

  • Journey level measurement: Employee experience journeys -as it is in customer experience journeys- are different from persona to persona. Pain points and improvement areas also can be various at persona level. Alterna CX has journey level setup and can build automatic feedback mechanism for certain employee group or specific moment in the journeys. Candidate experience, onboarding and offboarding journeys are typical examples for this setup. You can use Alterna CX to reach your employees through your intranet or mobile app systems and sending SMS/Email to get & analyze their feedback as well as rating for any employee experience metric.
  • Pulse Measurements: There are occasions that where HR professionals need to get instant feedback from specific employee group. In order to have better insights about internal changes, exploring training needs or searching for flexible working models are good examples for these type of instant measurement requests. Pulse surveys are designed thru mobile app and/or intranet systems and help employees to provide ideas and recommendations. Results can be reported instantly and anonymously.
  • Text analytics for driver analysis: Text data is a great insight resource. Alterna CX text analytics feature can reach automatically to open-source data such as Glassdoor platforms and execute sentiment and emotion analysis. For example, text analytics classify “communication” as a topic and shows what is important in communication. Is it “transparency”, “internal communication quality” or “less communication during the weekdays”? Moreover, it helps to highlight drivers for the employee engagement thru structural feedback models.

 

  • Closing the loop: If you don’t act upon the feedback or if it takes ages to take proper decisions then collecting feedback is worthless. There are some ways to move forward based on feedback type. Sending thank you notes to employees and communicating about improvements are good way to start for sure. You can also set-up alerts based on the rules (specific rating under X score or specific word in the text analytics) and create instant message/assign tasks to the HR teams or relevant parties accordingly. This would help you retain your employees proactively.

 

You can ask your questions about the employee experience journey or demo request for Alterna CX VoE tool through expertopinion@alternacx.com address.

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