Many businesses ask themselves, “How can I improve my customer experience?” They forget about the people who create that experience, the employees. Instead, businesses should ask, “How can I improve my employees’ morale and help them succeed?” Successful companies like Google, Costco, and Hubspot focus on employee experience management. 

Employee experience management (EX) involves creating interactions that increase productivity, improve customer satisfaction, and exceed expectations.

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6x efficiency achieved

Reduced time on task from several hours to minutes

New and early-stage products

The first stages of a product or service are the most challenging part of attracting a new customer. A disgruntled employee selling a product will have very low success. For example, “How does an employee’s morale affect my sales?” A worker who is happy with a business will put effort into selling a product or service, leading to more signups and sales. EX can help both employees and businesses succeed.

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Mature Products  

During the mature product stages, consumers start looking for other options. This is when businesses should look for ways to empower their employees through employee engagement. They should ask themselves how to improve their employees’ mindsets and success rates. What tools can help my employees? Which type of work environment do my employees need? How can I keep my employees happy?

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Growth Stage Products

At this stage, the product will become old or stagnant. Employee experience management will prepare both the business and its employees to reach the next level of growth. Employees will be prepared to face challenges and be satisfied with the work environment. At the end of the day, the employees are the ones who bring back results.

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Creating a work culture to increase productivity 

Every business should have a culture that resembles its core values, such as beliefs, values, and traditions. Having a strong culture will benefit both businesses and employees. The employees interact with the work culture daily. It has a large effect on your employee’s attitude. It can empower them, motivate them, and push them. One of the companies with the best work culture is Google. 

Google is the largest search engine, with 92.42% of the search engine market worldwide. One of the main reasons is because of their work culture. They offer their employees flexible schedules, and in return, their workers have higher productivity and creativity. They also have a fun environment, such as dog-friendly workplaces, parks, etc. Google also shares its values from the top to the bottom. Not only are Google employees smart but also are good-hearted people. Who believes in working as a team to achieve their goal. Which is To organize the world’s information and make it universally accessible and useful.” Lastly, google trusts their employees and focuses on their happiness. It said highly engaged teams are 21% more profitable. So why not improve your work culture with employee experience management for better results? 

Using operational data to improve employee engagement 

Most companies are focused on tracking their consumers. From their purchasing history to their interest. Businesses should start focusing on their employees, who make it run. Tracking the employee’s performance and experience data will give the business insight into their workers. 

For example, a company is trying to sell its new product or service. To motivate employees, they offer rewards. Once this is in action, the company can track its employee’s performance. From there, they can ask the employee if the perk motivates them. If the reward is ineffective,e then the business can come up with something else. Many companies use different perks to motivate their employees. Such as fitness centers, flexibility, bonuses, etc. Using data to improve (EX) will result in significant returns for the company. It is said that employees experience 31% higher productivity when they are happy. Which will lead to better results overall for the business?

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Investing in the workplace for EX

Businesses need to start investing in the workplace. Employees are no longer just looking for a weekly paycheck. Many are also looking for a workplace that will support them and help them out. Do companies need to ask themselves what they can invest in to improve their employees’ productivity? How can we make the workplace less stressful?

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The best way to improve EX is by investing in technology to make the job easier for the employee. For example, Boeing uses wearable technology that makes the electrical wiring easier. The worker no longer has to spend hours looking into a book to figure out the steps to wire an airplane. This makes life easier for the employee and allows more work to be done. Chatbots can also be used in the workplace. There are moments when an employee needs help and has a question instead of waiting for an IT person or a higher-up. They can ask the chatbot and, within seconds, have the answer. This cuts down on downtime and lets the employee get back to work. Investing in digital innovation in the workplace will make work more efficient with positive results. 

Employee facing 

Employee experience transforms the workplace into a more welcoming environment. It ensures employees feel valued and their opinions are acknowledged. This approach simplifies their daily tasks and enhances their performance. Ultimately, a satisfied employee drives better outcomes and gives the company a competitive advantage.

Customer-facing  

EX is beneficial for employees and customers. Employees who feel appreciated at the workplace will go above and beyond for the consumer, who will feel like their business is valued. Employee experience and Customer experience go hand in hand. EX will keep the employee morale up, which leads to a positive customer experience.

Learn more- How To Leverage Customer Experience Management To Increase Revenue

Downturn 

Employee experience is especially needed in moments like the one the world faces during the COVID pandemic. Businesses need to feel empathy for their customers and employees. These are stressful moments mentally and emotionally for the workers. Companies need to make the employees feel appreciated and encouraged. In return, these employees will still be loyal to the company. It also will lead to larger results when the pandemic is over. Businesses that don’t take their employee’s wellbeing seriously will struggle when everything reopens. 

Conclusion

In summary, the employee experience is equally valuable to the customer experience. Satisfied employees contribute to favorable results. Explore our digital services to discover how Designial can enhance your employee experience.

Editor’s note: This post was originally published in September 2020 and has been updated for comprehensiveness.