The last twelve to eighteen months have put a spotlight on both employee productivity and employee experience. Changes were accelerated at an exponential rate by a disrupted workforce. Organizations had to quickly reinvent the way employees worked, virtually creating the right technology experiences and, most importantly, maintaining or improving corporate culture to ensure workers felt cared for during a difficult time.”
Employee productivity, however, does not always imply a positive employee experience. So, how does a better employee experience translate into better business results? And, more specifically, does a better employee experience (EX) lead to a better customer experience (CX)?
In addition to any ongoing customer experience programs that your company may have implemented, you must establish a robust methodology for measuring – and adjusting – employee engagement and employee experience on a regular basis.
Employee satisfaction, health and happiness metrics, a diversity and inclusion index, and indicators linking digital investments and employee behavior are among the key metrics.
Some of the most important factors influencing employee experience are:
- Employer transparency, trust, and communication
- The availability of a frictionless, collaborative work environment with digital experiences woven into the work flow
- A belonging and inclusion organizational culture
- Employee engagement, listening, and recognition from management and peers
- Opportunities for professional development and skill enhancement
- Corporate social responsibility has been demonstrated
Finally, it goes without saying that a positive employee experience can boost talent acquisition and retention. This is especially important as the world adjusts to a new hybrid work reality in which some geographical limitations on talent are removed, resulting in increased competition for that talent.
Take a look around! A positive employee experience leads to more satisfied customers – and competitive advantage. Call Cegura Technologies to learn more about how to improve your customer experience.
