Employee Culture, Employee Experience
13 June 2019
If businesses put as much time and effort into the employee experience (EX) as they do their customer experience (CX), they’d have few problems retaining their best staff. Plus, EX directly impacts CX – happy employees equal happy customers, after all – so there’s a commercial reason to ensure employees experience positive interactions as they go about their business.
Just to ensure that we’re all clear on what EX is, one definition calls it the “sum of everything an employee experiences throughout his or her connection to the organisation — every employee interaction, from the first contact as a potential recruit to the last interaction after the end of employment”.
Forbes is predicting that we are in an era of “employee experience”. In other words, businesses will start to recognise the commercial benefits of a superior EX and prioritise actively trying to cultivate it.
It’s not only commercial benefits which make EX important. Offering a superior EX can also give a business a competitive advantage when it comes to attracting and retaining new talent. And what business doesn’t want to do that?
If you’re still pondering whether you should be spending more time cultivating a positive EX, consider the findings by Jacob Morgan, author of The Employee Experience Advantage. He found that organisations which invested most heavily in EX were:
But, before pressing ahead and increasing investment in EX, it’s important to be aware of what EX isn’t. Forbes asserts that it’s not:
At Cognition24, we know all too well how important EX is in getting employees to work in an organisation’s vision. Just you try implementing new technology to people who have had their fingers burned in the past.
