Each organization is supported by three pillars: managers, employees, and customers. Each of the three pillars is connected by a cohesive relationship. If one of these pillars begins to wobble, it causes the other two to wobble as well. What occurs within a company has a cascading influence on the outside. The internal environment of a company comprises its employees, while the exterior environment is comprised of its customers. However, both are inextricably linked and affect one another. Thus, we may claim that the employee experience, which is influenced by management activities, impacts the customer experience.
Employee Experience: Why Is It Important?
Reduced Attrition Rates
A satisfied employee is constantly on the lookout for opportunities for progress inside the organization, which means working harder to meet their growth targets. When this growth is not accomplished within the organization, individuals begin to explore opportunities elsewhere. Increased employee turnout requires the firm to repeatedly go through the formalities of training and onboarding new employees.
Employees who feel cared for by their employer create a sense of attachment, which manifests itself in their production levels. It’s no longer only about accomplishing their personal objectives. They also work diligently to ensure that the organization’s objectives are met.
The Most Effective Brand Ambassadors
Who better to testify to an organization’s excellence than a delighted employee? When employees express their contentment, it serves as a signal to management that all is well.
The employee experience can be classified into three broad categories:
1. The wellness-oriented
Employee mental health is critical, even more so during the post-pandemic phase.
2. The socially conscious
This is when the organization’s rules and practices align with the employees’ cognitive processes.
3. The engaged
Employees here have a stake in the organization’s success. They feel connected to any changes within the organization, such as changes in technology. According to statistics, organizations with a higher level of employee involvement outperformed the competition by 147%. Employee engagement should be a major focus for management!
Employees who have a strong sense of purpose, belonging, enjoyment, accomplishment, and vitality are more likely to perform well and quit less frequently. The Employee Experience Index is composed of these parameters.
Employee experience is comprised of three components that contribute to an individual’s positive perception of an organization:
This encompasses the company’s ideals, organizational structure, management leadership, perks, and compensation.
The office location, layout, workspace, flexible hours, work from home option, parking facility, transportation options, and workspace facilities (such as a cafeteria, gym, etc.) are all aspects that contribute to the creation of a suitable physical environment for employees.
They may take the form of an employee dashboard or technical assistance that enables employees to manage online client contacts and sales.
The equal focus should be placed on surveys that may be used to determine employee satisfaction levels. Customer satisfaction is likely to increase when employees are satisfied. However, the converse is frequently true — satisfied customers increase employee engagement. Positive customer encounters inspire employees and give their work meaning. As a result, their productivity and job satisfaction improves. It’s a mutually reinforcing dynamic, similar to riding a bicycle, where both wheels must move in unison to propel the company forward.