First, on the priority list of every business is Customer Experience and how it affects the overall success of the company. Many are blind to the impact of the Employee Experience on the organisation. Throughout history, there has been a shift from a focus on “employee satisfaction” back in the early 2000s to “employee engagement” in recent years. However, history has proven satisfaction and engagement are minor elements of the workforce focus on the employee experience.
The employee experience ‘is the sum of all interactions an employee has with their employer. It is the structure and culture of the organization and how the employee perceives the company overall and their role in the company.’ It encompasses three elements: the employers demonstrated the commitment of the employees’ health and success.
Ways to Improve Employee Experience
Companies spend time and money trying to gain insight on the client's needs, problems and goals all in efforts to understand what makes the client tick. What some organizations forget is that their employees are their first (and most important) customers. Therefore, focusing on employee experience is even more critical than evaluating the customer experience. The time, budget and resources a company dedicates to enhancing the customer experience should never be more than what it invests in enhancing the employee experience.
It is vital to get input from the employees themselves, the same way you do not make assumptions about what the client’s needs are in the same way assumptions should not be made about the employee's want and need. The employee knows the types of technology, resources, and spaces required to ensure the successful running of the business processes. Involving employees in the decision-making gives them a sense of ownership resulting in higher levels of commitment to the growth of the organisation. In the same way your customers want their voices to be heard is the same way employees want to know their opinions matter.
Munodiwa Zvemhara is a consultant at Industrial Psychology Consultants (Pvt) Ltd a management and human resources consulting firm.
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