The latest HR (Human Resources) buzzword is “employee experience” – which means considering what “experience” workers have when interacting with their employer (which you can view in the same ways as ‘customer’ experiences).
The ‘experience’ workers have when trying to do their job may be negative (whether real or perceived, necessary or not) which causes disengagement or distractedness in employees.
While customer service experts know that people generally make buying decisions based on service rather than price, this concept is now moving into workplaces too. Workers will decide if their experience at work is good (easy) or bad – just as customers do.
OrganizationView – a workforce design consultancy – have conducted research that looks at people’s relationship to their work – 70% of satisfaction that workers get from their job is based on their experience; while only 30% is related to their pay/benefits/career.
Research as far back as the late 1990’s made it clear that ‘engaged’ staff gave better customer service; which in turn increases spending power from customers. With surveys in the UK consistently saying that only 10-30% of employees are truly engaged at any time in their work, this loss of productivity translates to £44 billion per year in the UK now.
Research by Gallup shows that highly satisfied employees have the following characteristics:
• Customer loyalty (56%)
• Productivity (50%)
• Retention (50%)
• Profitability (33%).
This major link between high employee engagement and loyal customers and hence profitability led to the Government sponsored “Engage for Success” movement – you can read more here.
So what can Employers do to motivate, engage and retain their staff?:
* Look at how you recruit new staff and the information you provide about your company – make sure people understand your company before they arrive and what it is like to work there
* Ensure induction does integrate staff into the business effectively so people understand their meaning and purpose in the business
* Share the business’ plans, challenges and opportunities – communicate constantly and two-way
* Maximise the opportunities to provide work that is fulfilling and challenging (but achievable)
* Give employees the opportunity to provide feedback about their work and share their own ideas for improvement in all aspects of your business
* Set out the employees clear responsibilities, goals and objectives and review them
* Review all the company’s policies and procedures and systems (including technology) so that staff are able to do simple things quickly.
* Ensure that managers and supervisors have had adequate training and the capability to manage their new and current staff.