Employee experience is at the heart of the company’s transformation. This concept is inspired by customer experience and is more than ever at the heart of HR and managerial strategies to develop the company.
What is employee experience?
Employee experience is defined as:
Employee experience is a worker’s perceptions about his or her journey through all the touchpoints at a particular company, starting with job candidacy through to the exit from the company. The company’s physical workspace, culture and technology are all important components of the employee experience, which is often abbreviated as EX.
This path must be unique within companies. It is a co-construction process between Human Resources, managers and employees. At the risk of disappointing many, employee experience is far from being generic.
It must no longer resemble a pre-determined career path. It must be agile, flexible and tailored to meet the expectations of employees. It is therefore necessary to go way beyond annual HR interviews to talk about professional development or skills assessment.
As you can see, the keys to a memorable employee experience are the same as those for the customer experience! It must be implemented by Human Resources. Indeed, the HR department positions itself as the central and indispensable driving force behind the organisational and digital transformation of companies with the aim of developing it over the long term.
Employee experience is at the heart of customer experience
The employee experience approach is based on the principle that the quality of the relationship between a company and its customers is identical to the quality of the relationship between the company and its employees.
This common relationship is called the symmetry of care, a concept developed by Vineet Nayard, businessman and expert in business management. It shows that there is a close link between customer satisfaction and employee satisfaction. To go further, the quality of customer relations is directly linked to the quality of management.
The symmetry of care responds to the new expectations of employees in terms of employee experience. It forces companies to transform themselves and review their managerial practices and behaviour.
Nowadays, the quality of customer relations is strategic for companies. If we consider that the different points of contact between the company and the customer are the result of the skills and expertise of a company’s employees, we understand the importance of symmetry of care. A satisfied and committed employee within the company will perform much better and generate much greater customer satisfaction.
The stakes of employee experience
Creating a memorable employee experience is a Human Resources strategy in the long-term development of the company. Employee experience responds to 3 major challenges.
In an ever-changing world, building employee loyalty can prove to be a real obstacle course. The main challenge of employee experience is to attract new talent to the company but also, and above all, to retain them.
Employee loyalty limits the costs associated with turnover. The departure of an employee is often much more costly than recruitment. Loyalty is also a way to strengthen the company’s brand image. Indeed, just like the customer experience, it allows you to create ambassadors. An employee who communicates positively about your company develops your employer brand.
The employee experience must allow employees to experience unique moments and to develop within the company. Taking into account employees’ feelings about their needs or working conditions helps to improve their satisfaction and well-being within the company.
By reducing stress and increasing employee autonomy, employee experience contributes to developing employee engagement. An engaged employee will be involved in the company’s collective success over the long term.
Companies performance is highly dependent on the quality of the employee experience.
Indeed, by promoting a fulfilling work environment and developing a bond of trust with its employees, the company naturally promotes the satisfaction and well-being of its employees. Those are two essential components of productivity and therefore of the company performance.
The 5 stages of the employee experience
The creation of a memorable employee experience is made up of several stages, from recruitment to the departure of the employee.
The first stage of the employee experience begins at the recruitment stage. It is very important to offer candidate experience. The company must clearly describe the missions and responsibilities of the position. It must also seek the best possible match between its values and the candidate’s profile.
After recruitment, the second essential step is to integrate the new employee into the company. This is called onboarding. This is a time-consuming process. The aim of this stage is to train the employee in their new position and with their new working tools. It also allows them to create links with other members of the company.
Development is a continuous stage in an employee’s journey through the employee experience. This stage consists of all systems implemented by the company with the aim of improving the employee’s productivity. It is crucial. Indeed, it allows for the continuous and long-term commitment of employees.
Once the employee has been recruited and integrated into the company, the company must do everything possible to retain them. As we saw earlier in this article, it is important to listen to your employees’ feelings by responding to their needs and challenges in order to transform them into ambassadors for the company.
Departure is the last stage of the employee experience. It is the end of an employee’s life cycle within the company. The company must seek to understand the causes of each departure in order to better understand its turnover. Too high a rate should encourage the company to transform its employee experience.
The keys to a memorable employee experience
Employee engagement should build employee loyalty and commitment with the aim of improving their quality of life at work and the company’s performance. Teamii provides you with 4 keys to delivering a memorable employee experience.
The first key to a memorable employee experience is open and transparent communication within the company. The Human Resources department and managers must ensure that they create an attractive and caring employee experience by making sure information is passed on to employees and not lost along the way. Friendly communication also involves creating a culture of feedback. This reflects a willingness to pay attention to employees and to develop their skills.
- Corporate culture
Corporate culture is a fundamental dimension of the employee experience. It is defined as the set of values, behaviours and professional practices shared by the members of a company.
It enables the development of a common vision between all the members of a company. Employees take ownership of their objectives and better understand their place within the organisation. Employee experience must give meaning to employees’ missions.
The creation of an inspiring and positive corporate culture by the Human Resources department aims to foster social cohesion, but also and above all, to adapt to changes in the world of work in the works sphere by enabling the company to become agile and flexible.
- Benevolent management
A memorable employee experience cannot be created without a benevolent management team. This form of management consists of supporting employees by developing a working relationship based on trust, listening and respect. Benevolent management puts people back at the heart of the company.
Anchoring benevolent management in the corporate culture must allow the right to make mistakes to be cultivated. Learning to fail is essential to develop the creativity, confidence and commitment of its teams.
Finally, this form of management must allow teams to develop their potential. Recognition and appreciation of employees are the drivers of motivation and commitment.
- Well-being follow up
The final key to creating a memorable employee experience within the company is to regularly measure how employees feel. This allows the company to become more agile and flexible and to adopt a continuous improvement approach.
Paying attention to employees’ well-being contributes to improving their productivity. Indeed, by taking care of their well-being and improving their quality of work life, PSR (psychosocial risks) are strongly limited.
Employee experience corresponds to the life cycle of employees within the company. The symmetry of core (employee experience and customer experience) allows us to better understand this concept and its stakes. The implementation of a memorable employee experience reinforces employee engagement and helps develop companies performance.
The eNPS is an excellent tool for analysing the professional commitment of your teams. It is internationally recognised and very easy to use. Find out how to measure and interpret it to improve the quality of work life in your company.Management