Enhancing Employee Experience

New business theories are revealing that having a good employee experience is key to drive a good customer experience and, thus, a better business performance. So, it is mandatory for every company measuring employees’ experience in an objective way to get a proper and actual view about overall company’s performance and how it is connected to business outcomes.

We should start talking about what “employee experience” means. We can define “employee experience” as the different experiences that an employee lives during its whole journey within a company, from the very beginning to the end of the working relationship and even, later. From the contact with its boss, other employees, the building, the environment… so, all the aspects which employees are in touch with during their daily working life.  

Now, let’s move back to see how the idea about the link between employee experience and company performance is getting traction and how close it is bound to customer experience.

HISTORY OF BUSINESS THEORIES

Business Theories evolve along the years, from the industrial revolution to the early 20s when the theories related to market research started, finishing nowadays. Let’s do a quick view along the history to get some useful background:

  • In the mid-70s, management experts started talking about customer-focused initiatives.
  • In the mid-90s, customer-satisfaction initiatives had their “golden age”. But, in the late-90s all companies were trying to capture the voice of the customer as a source of valuable feedback.
  • When tech startups appeared in the mid-2000s and the lean principles got strength, customer feedback systems were not implemented massively. During this period, the Net Promoter Scores (NPS) was set and the theories about customer development and customer satisfaction became the breeding ground for these new companies.
  • Despite of that, until 2011 the Customer Experience (CX) Professionals Association did not show up.
  • And finally, nowadays, customer experience is born from employee experience, as a logical consequence of the second one.

In the recent years, it is all about employees experience and satisfaction, as the lever to reach a good customer experience. Companies have realized that improving employee experience directly impact in their main organizational goals:

  • Improving clients satisfaction drives higher incomes.
  • Increasing productivity delivers higher benefits.
  • Reducing people burn out decreases labor costs.

But, how can we measure the employee experience? And what is more important, how can we enhance it? 

MEASURING EMPLOYEE EXPERIENCE

The first step to measure employee experience is knowing what kind of elements build it. If we compare employee experience with customer experience, we will find many similitudes that can help us define the elements we should consider:

CUSTOMER EXPERIENCEEMPLOYEE EXPERIENCECONCEPTS
Customer Life CircleEmployee Life Circle* Admission process
* Onboarding
* Deployment
* Career  
Customer Value PropositionEmployee Value Proposition*Offices Layout
*Space
*Environment
*Flexibility
*Work model
*Perks
Customer EngagementEmployee Engagement*Culture
*Team building: collaboration.
*Balance between family time and work time.
*Health

Usually, HR department (People, Talent department) defines most of these. This department uses surveys and interviews to get information about these topics and as source of knowledge about employees and their environment.

HOW CUBELIZER HELPS MEASURE EMPLOYEE EXPERIENCE

The main problem with surveys, interviews or other 1to1 systems is that they have some personal subjectivity, and they always introduce some deviation from reality.

In addition, some concepts cannot be measured with these systems. What Cubelizer solution proposes is to allow companies to have objective information about:

  • the use and the fitting of the space to the real needs of the employees. You can read how to apply it in this article about how to use metrics for office management.
  • how the work model fits with the employee preferences. Find more information in this article about the hybid model.
  • how the work model is performing in terms of productivity, collaboration and employees’ health.