When it comes down to curating an experience in your business, the first people we tend to think about are customers. Besides, they are the ones paying you, so shouldn’t they get priority? Curating client experience is certainly a key to success, but employee experience is even more crucial.
At the crossroads of customer satisfaction and revenue potential are your employees.
Since 2019 the landscape of working culture has seen a significant shift. New catchphrases like “quiet quitting” have taken over the conversation around workplace culture. It’s safe to say employees are more picky about their workplace and as employers it’s time to adjust.
What does this mean for you, and your staff? Friday pizza parties and a gift card at Christmas aren’t the perks that satisfy anymore. We (as a collective workforce) are looking for purpose and fulfillment in our role or less stress.
The impact of these changing expectations has begun inching it’s way into businesses. Employers like you are facing the question of employee retention in a world of new workplace structures. Not to mention employees are more aware of the perks, or lack thereof, in their workplaces.
This is why one of the top trends for 2023 in HR is investing in the employee experience.
So, what is the employee experience?
Creating a great workplace experience is more than a good set of policies and a new tech upgrades. A checklist or small perks won’t help you here. ‘Human leadership’ is another one of the recent catchphrase terms taking root in the HR sphere. It refers to the need to shift focus toward the people behind the job titles.
Recruiting efforts, onboarding, and training are the obvious topics here. These are all focused outward toward your employee to attract and seem desirable to them. We spend tremendous efforts to get a new employee through the door.
But once they commit, now what?
No two of your employees are the same, and neither is what they want from their time working for you. So? Well, when is the last time that you had a genuine conversation with the individuals on your team? And not just to check in on the progress of their workload.
Open dialogue between management and staff is more relevant than ever. Many workplaces have shifted to hybrid or remote setups over the past three years. Without offices and the human interaction it brings, spotting advancement opportunities is harder. We can also be completely blind to employee satisfaction.
Why is the employee experience important?
The importance of investing in the customer experience as a business is not a new concept. We know why it’s essential, and it’s direct impact on our success as a business can be measured by dollars in the bank. So step back with me, and let’s see the bigger picture. In the end it all comes down to one simple realization:
Employees that are enjoying their job will be empowered to provide a great experience to your customers. It’s a win, win.
And the domino effect doesn’t have to end there. Improved employee innovation and higher profits are also within reach when you focus inward. This is why organizations that prioritize employee experience also enjoy higher customer satisfaction.
How do you create a strong employee experience?
It’s clear workplace culture has shifted quickly in the last three years, so don’t get discouraged. The best time to implement changes is now, but change is daunting. To help guide you, here are the first actions you can start taking to create a strong employee experience:
1. Communicate
Genuine trust is crucial, but not easily given! Open dialogue with your employees is the first step to earning this invaluable resource. Take time to ask what their priorities are for their careers, and take action in supporting their needs in a way that is beneficial to you both.
Try talking about job satisfaction, paths to advancement opportunities, or workload engagement.
2. Invest
Communication breeds understanding, and with that understanding – invest! Take time to show your employees your support. Invest in their skillset, their personal life, and their everyday workplace experience. In return, they will likely naturally invest more in your customers. This domino effect will impact your business, and your bottom line, for the better.
3. Reward & Encourage
There’s nothing more demoralizing than unrecognized effort. When employees go above and beyond, celebrate it! Take time to think outside the pizza box on this one – rewards should be things that hold high value to your employees as individuals. Remember everything you’ve learned about them through your communication and leverage it. That could mean supporting them outside work hours, or even gifting extra vacation days. The key is to encourage with value, sincerity, and attention.
What it comes down to is simple – attitude is infectious. The attitude and culture created in your business inspires the actions of your employees. It’s up to you whether it helps or hinders.
If you are looking for a partner to help you review your workplace culture, we’d love to help.
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