What is Employee Experience Management?


Employee experience 04
Table of Contents

Want the business gods on your side? Then this guide to employee experience management software is for you!

Imagine this: A customer contacts your support team to express his dissatisfaction with the brand whose experience was superb earlier. But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you?

But what if the employee experience needs to work in place of the customer? 

One of the biggest trends in employment is finding ways to make work easier. In this hot job market, employees are quitting their jobs in record numbers, and studies show that the voluntary turnover rate is now over 15%. (This means almost one in six people are leaving their jobs voluntarily to look for another one.)

At the same time, people are working more hours, undergoing more stress, and feeling less productive than ever. In fact, productivity in all mature economies is slowing (output per hour worked), and most economists can’t even agree on the cause. I believe much of this is just the shift to new digital ways of work, but it’s clear from all my research that much of this is our companies adjusting to a highly networked, contingent, always-on way of getting things done.

We’re sure you’ll try to find why and ways to manage and improve it. 

As people spend a significant part of their time at the workplace, job satisfaction is an important factor determining employee well-being.

However, employees, these days are no longer satisfied with just salaries, hikes, or promotions. 

They look for something more tangible in the form of a positive employee experience.

A good employee experience is a combination of many factors, like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. Studies show that companies that invest in employee experience outperform the ones that don’t by 4.2x times.

When your employees are happy, their efforts result in better customer experiences, leading to better organizational growth. Shep Hyken rightly says that:

If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers.

What is Employee Experience?

Employee experience shows your employee’s perception of your workplace: The type of job, job prospects and challenges, pay and perks, team communication, training needs, work-life balance, etc., are all components of employee experience. An excellent employee experience ensures that your employees contribute more productively to your organization’s growth in the long run.

What are some essential components of employee experience?

The essential components of employee experience are

1. Onboarding

This involves providing a comprehensive introduction to the company, its culture, and the employee’s role. This includes orientation, training, and support.

2. Communication

Effective communication is crucial for a positive employee experience. This involves regular feedback, clear expectations, and open communication channels.

3. Recognition

Recognizing and rewarding employees for their hard work and achievements is important for boosting morale and motivation.

4. Work-Life Balance

Ensuring that employees have a healthy balance between their work and personal life is essential for their overall well-being.

5. Career Development

Providing opportunities for career growth and development is essential for employee retention and engagement.

6. Diversity, Equity, and Inclusion

Fostering a workplace that is diverse, equitable, and inclusive is crucial for creating a positive employee experience and a sense of belonging.

7. Health and Safety

Providing a safe and healthy work environment is essential for employee well-being and productivity.

8. Compensation and Benefits 

Offering competitive compensation and benefits packages is important for attracting and retaining top talent.

9. Leadership

Strong and supportive leadership is key to creating a positive employee experience. This involves setting clear goals and expectations, providing feedback, and creating a culture of trust and transparency.

10. Company Culture

The overall company culture plays a significant role in the employee experience. A positive and inclusive culture can help employees feel valued and engaged, while a negative culture can lead to turnover and low morale.

What is the Need to Improve Employee Experience?

Deloitte’s 2017 Human Capital Trends showed that 80% of HR leaders rate employee experience as ‘important’ or ‘very important to them. Hence, improving employee experience brings in the following benefits:

  • Enhance Employee Productivity: A good employee experience makes your employee happy at the workplace. They enjoy their work and put active effort into completing it. Oxford research shows that workers’ productivity increases by 13% when they are happy with their organizational experience.
  • Reduce Employee Attrition Rate: According to Glassdoor research, on average, U.S.-based companies spend $4,000 to recruit new employees. It can take up to 52 days to fill a position. This is an enormous strain on money and effort. When employees are satisfied with their work challenges, perks, benefits, etc., they seldom think about shifting their company, reducing the employee turnover rate.
  • Improve Employee Engagement Level: Your happy employees are also highly engaged in their workplace. They are more aligned with your company’s mission and vision, thereby bringing in a positive work environment.
  • Increase Customer Satisfaction: Engaged employees are more productive and organized in their work. They engage with the customers more actively and solve their queries. Hence, your happy customers talk well about you, leading to an increase in your brand image.

As an organization, it is essential to come up with ideas to improve the employee experience. It ensures that you know your employees’ pulse at every stage of their experience with your brand. In the next section, let’s understand some employee experience best practices.

What is Employee Experience Management?

Employee experience management (EXM) is a process of designing and improving the overall employee experience in the workplace. It involves creating a positive, engaging, and supportive work environment that fosters employee satisfaction, productivity, and well-being.

EXM encompasses all aspects of the employee journey, from the recruitment and onboarding process to ongoing training, career development, and performance management. It involves understanding and addressing the needs, expectations, and feedback of employees to create a positive workplace culture that promotes employee retention and engagement.

For example, an employee may have an engaging and valuable performance review with their supervisor, which improves their overall job satisfaction and leads to a positive employee experience. However, they may have difficulty connecting their new cell phone to the company’s email servers. Occurrences like these produce negative experiences that lead to frustration and job dissatisfaction. 

EXM also involves the use of technology and data to streamline HR processes and enhance the employee experience. This includes tools for communication, collaboration, and performance tracking, as well as metrics to measure employee engagement and satisfaction.

By investing in EXM, organizations can encourage positive encounters, prevent negative employee perceptions, ensure employee engagement, improve employee satisfaction, boost productivity, and reduce turnover, ultimately leading to better business outcomes.

How Does Employee Experience Management Work?

Employee experience management recognizes the critical importance of a company’s employees when conveying brand value promises to external customers. 

Effective employee experience management encompasses a much higher scope than conventional human resource management – it empowers employees’ experiences with more exceptional professional and personal development. 

As well, employee experience management captivates and motivates employees by engaging their loyalty to the organizational brand through both cognitive and emotional immersion. 

How does Employee Experience Management Work?

Employee Experience Management (EXM) involves a number of steps and strategies to create a positive, engaging, and supportive work environment. Here are some of the key components of EXM:

  1. Understand employee needs and expectations: EXM begins with understanding what employees need and expect from their work environment. This involves gathering feedback through surveys, interviews, focus groups, and other methods to identify pain points and areas for improvement.
  2. Design a positive employee experience: Based on employee feedback, organizations can design a positive employee experience that supports their needs and expectations. This may involve improving physical workspaces, enhancing communication and collaboration tools, providing training and development opportunities, and implementing flexible work arrangements.
  3. Implement EXM strategies: Once the employee experience has been designed, organizations can begin implementing strategies to support it. This may involve creating a culture of feedback and recognition, providing employee wellness programs, establishing career development plans, and implementing technology solutions to streamline HR processes.
  4. Continuously measure and improve: EXM is an ongoing process, and organizations must continuously measure and improve the employee experience to ensure it remains positive and relevant. This involves gathering feedback on an ongoing basis, analyzing data to identify trends and areas for improvement, and taking action to address issues as they arise.

Overall, Employee Experience Management is a holistic approach to managing the employee experience from start to finish. By focusing on creating a positive work environment that supports employees’ needs and expectations, organizations can improve employee engagement, satisfaction, and retention, ultimately leading to better business outcomes.

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This post is also available in French.