Enhancing The Employee Experience

Happy Staff = Happy Customers!

Investing in your people to enhance the employee experience is one of the best ways to positively impact the customer experience – raising CSAT scores, increasing revenues and driving customer loyalty.

An engaged workforce is emotionally connected to the organisation, show more interest, demonstrate positive attitude and is committed to delivering successful outcomes.

Give your team strategic direction and the right tools to achieve great results – share your vision, provide high quality leadership, gather employee insight and identify development opportunities.

Here are some proven ways to support your employees.

1. Improve internal communication – This is the number one bugbear of employees! Create a positive company culture, build a community and encourage employees to collaborate and work towards a common goal.
2. Deliver a great onboarding experience – First impressions count and are critical to employee success. This is backed up by Harvard Business Review which cites 33% of new hires look for a new job within their first 6 months, largely attributed to a poor employee onboarding experience.
3. Offer employee wellness initiatives – Having gained enormous popularity over the last 10 years, this is a must for any organisation that is serious about looking after their employees.
4. Gather regular feedback from employees – Don’t wait until the annual employee survey to find out your employees are unhappy! You should be taking regular temperature checks across the organisation through informal chats, 1:1’s and team meetings. A simple Stop-Start-Continue approach can uncover valuable insight to improve employee engagement.
5. Adopt a Closed Loop Feedback System – A powerful tool that assures the employee the organisation is listening, and more importantly, acting on their comments in a constructive manner.
6. Ensure every employee has a Learning & Development Plan – This should be agreed during the annual performance management process and reviewed at least bi-annually to track progress and ensure it is still relevant.
7. Implement a Leadership Management Program – Far too often individuals are promoted into leadership positions with little to no training or skills to execute the role effectively. Train your leaders on employee relationship management, goal setting, giving praise and how to manage difficult conversations.
8. Utilise employee journey mapping – Plotting the employee stages end-to-end from business awareness to exit interviews allows you to identify pain points and critical moments in the employee journey that need to be reviewed and improved. This will help to enhance engagement, motivation and productivity.