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Create the happier employees in the world - Employee experience vs. Customer experience

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Create the happier employees in the world - Employee experience vs. Customer experience

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Why we need an employee first strategy? This deck will answer to the question and also how we deliver and manage better employee experiences and employee engagement in relation to customer experience.

Why we need an employee first strategy? This deck will answer to the question and also how we deliver and manage better employee experiences and employee engagement in relation to customer experience.

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Create the happier employees in the world - Employee experience vs. Customer experience

  1. 1. Create the happiest employees in the world Employee experience is the new customer experience – what? 1.6.2019 - Employee experience webinar for HR
  2. 2. Questions we answer today? • What does employee experience have to do with customer experience? • Why is employee experience important? • Employee Experience and Customer Experience put together – what does it mean? • What is an employee first strategy? • How you can easily stay up to date in Employee Experience and develop further.
  3. 3. We are in the pursuit of happiness through our entire lives. Feedbackly data + Refereces here
  4. 4. Why would employee experience (EX) matter? For the simple reason that your employees create your customer experiences! “Employees will deliver a customer experience that matches their own experience in the organization” Employee experience has a high correlation on customer experience (CX) on data level. -Jaakko Männistö, CEO, Feedbackly Importance of Employee experience Law of Congruent Experience
  5. 5. Is it just about benefits? 46% of employees said health benefits were a deciding factor in choosing their current job. - AHIP Survey, 2018 …So it might be?
  6. 6. In relation where we stand? Employee Experience (EX) “the combination of organizational culture, technological environment, processes, and physical environment that determines how employees perform and feel about their job” Customer Experience (CX) ”about delivering the outcome your customers need to achieve in the way that they want to achieve it across their entire lifecycle with you”
  7. 7. Why EX loves CX? 147% 71%Companies with highly engaged employees outperform their competitors by: Buy from you because they like you 79% of employees at companies with above-average customer experience are highly engaged in their jobs. 19.2% Higher growth in operating income with a highly engaged workforce during first year. www.gallup.com/services/190118/engagedworkplace www.decision-wise.com/show-me-the-money-the-roi-of-employee-engagement www.temkingroup.com/product/employee-engagement-benchmark-study-2017
  8. 8. CX and EX consist of touchpoints 8.7.2019Kristian Stolt AWARENESS CONSIDERATION PURCHASE DELIVERY LOYALTY Onboarding Business Reviews Support requests TrainingRenewal Invoicing Upsell ATTRACTION RECRUITMENT ONBOARDING DEVELOPMENT RETENTION HR pulse weekly BI-annual employee satisfaction Meeting policy surveys Training Ad-hoc Employee Journey (Life Cycle) Customer Journey (Life Cycle)
  9. 9. Employees first strategy • Nothing good can come from a disengaged workforce. • Disengagement has the potential to ravage the company’s customer experience and tarnish its brand • Old model is 1.Shareholders, 2. Customers 3. Employees does not work anymore. • Improve employee experience first, then focus on the rest. à EX is one of the basic building blocks of CX. Not a guarantee. • If we put employees first, they in turn take care of our customers, and they in turn take care of our shareholders. • Comparing data of CX and EX development, there is a strong correlation in majority of cases. 2017 Global Human Capital Trends
  10. 10. Key is engagement. https://gethppy.com/employee-engagement/the-top-3-employee-engagement-drivers • Any other measure is not as powerfull, not even ”Happiness” alone. • What drives engagement? 1. Leadership (Not management) – You vision and your story 2. Meaningfull work – People need to understand why they work 3. Relationship with co-workers and clients – lets face it we are humans after all. • All these mentioned above can be developed (Even thought not easy ones) • So the key to create engaged customers we need to measure and develop constantly – simple as that.
  11. 11. Is it just about benefits? 96% of employees agree that being able to apply personal interest in their career would make them happier… …So no, but we need to find a balance between benefits and passion. https://gethppy.com/employee-engagement/the-top-3-employee-engagement-drivers
  12. 12. 147% - J. Morgan 79%Companies that invest in employee experience are four times (4x) more profitable that those who don’t. Source: https://blog.wellable.co/2017/04/19/employee-experience-delivers-roi
  13. 13. Basics of measuring & developing 1. Set up goals and establish ownership 2. Survey on what matters - and do it quick! 3. Measure using easy channels 4. Analyze and change things 5. Communicate the results to your employees 8.7.2019Kristian Stolt
  14. 14. 1. Goal setting • Set up goals and select the employees, teams and people in your that you wish to target in your Employee Life Cycle • Establish ownership - if you’re measuring different teams within your organisation, ensure your team managers get involved in the process • Establish KPI’s • Overall employee satisfaction (Feedbackly 5-point smiley scale) • Employee Net Promoter Score (eNPS question type) • Don’t only focus on numbers and KPI’s • Give your employees a chance to be heard; understand what motivates them, what is expected, what should be done etc. • One size does not fit all anymore - create survey content based on your different teams, especially if measuring on a weekly basis on a operational level
  15. 15. 2. Survey design • Ask what you want to measure! • The most usual problem is that HR leaders are looking for hidden messages and indirect knowledge. NO! Respect your employees, ask what you want to know! • Typical EX surveys types • HR pulse weekly – Quick and easy • Bi-annual employee satisfaction survey – slightly more comprehensive but still quick to do • Employee journey related • Training and onboarding surveys • Exit surveys
  16. 16. Example surveys Weekly HR-pulse 1. How was your week? 2. Did you reach your goals? 3. In what were you most successful this week? 4. What went wrong? 5. Rate the following at your workplace • Atmosphere at the office • Balance between work and private life • Ability to affect my own work • Your managers performance 6. Is there something you would need help with from your manager or team? 7. How did you feel leaving work today? Monthly/Bi-annual survey 1. My work responsibilities are clear to me 2. I can affect my work and the content of my work 3. I have received the needed training so that I’m able to work efficiently 4. I’m able to balance my work and private life successfully 5. I usually do my job eagerly 6. I’m able to keep up a good energy level during the whole work day 7. I feel that I can get more responsibilities according to my wishes within my position 8. I feel good at work Rental workers 1. How has things been working with us? 2. How likely are you to recommend us as an employee to a friend? 3. Open feedbacks? (Don’t worry, it’s anonymous) Candidates applying for a position 1. How easy was it to apply for a job with us? 2. Where did you find the application/hear about the job? 3. How likely are you to recommend xxx as an employee to a friend? Try me! http://fbly.io/l/2qehno
  17. 17. Via internal communication More often companies want to limit internal emails so slack, teams or other internal communication will work great! 3.Listen Via Kiosk & Mobile A kiosk in office / production facilities is an easy way to monitor the overall feeling of the enviroment and people! Via email Easiest and fastest way to reach your employees on weekly basis. One email per week to remind them and quickly answer! Decide on how often and in which channel you wish to distribute your survey - weekly, monthly and bi-annually with different content
  18. 18. Keep track of your whole lifecycle ATTRACTION RECRUITMENT ONBOARDING DEVELOPMENT RETENTION HR pulse weekly BI-annual employee satisfaction Meeting policy surveys Training Ad-hoc Satisfaction: 89% Satisfaction: 54%Satisfaction: 72% eNPS: 62 Satisfaction: 85% Satisfaction: 69% NPS: 37 Sales: 74% / 32 Marketing: 80% / 65 Tech: 54% / 14
  19. 19. 4. Analyze • Have results in real time and keep track with your employees on our real time dashboard à Only way to use the data effeciently • This way you can instantly react to changes in your organization and make improvements • Make a habit of analyzing in weekly, monthly and bi-annual basis • Segment your teams & (sales, marketing, operations etc.) - easier to establish action points and lead on a operational level
  20. 20. 5. Communicate • Communicate results and findings on strategic and operational levels • Communicating results and findings creates a positive spiral effect • Employees are encouraged to give more accurate and in-depth feedback when they know their feedback is valuable • Send out out for instance HR pulse each week, and go through results with the team in weekly meetings the following week • We see the best results when EX data is shared openly to the organisation with CX data. E.g. Through office screens and TV’s
  21. 21. Conclusions • Happier & more egaged employees = Happier & more engaged customers à Profit • Give your employees a chance to give constant feedback on how they are doing, and act upon the feedback to create a positive spiral • Psst! The loudest ones are not necessarily always right - Embrace your employees to contribute to their own well-being and create a great place to work • If you don’t make customer experience a goal that is measured, why would your employees work to improve it? – hand in hand! • Make sure your employees are engaged and feel a sense of ownership in their own work by ensuring that customer experience is a goal that is measured • When they know how their work impacts the company for the better, they are inspired to produce better customer experiences
  22. 22. Tips and further reading • Utilize Feedbackly to start measuring your EX • EX is Included in all plans, the plans can be found here • 2017 Global Human Capital Trends • Link between CX & EX • ROI of what EX delivers • How to reward your customers for improved CX • More on employee life cycle: • https://mitrefinch.com/blog/how-does-employee-lifecycle-work/
  23. 23. Q&A
  24. 24. To create your happy employees we offer a tool that: 1. You can automatically listen to your employees 2. Analyse the their pulse and feeling in real time 3. Drill down into why good and bad things occure 4. Develop your business with new ideas This is where Feedbackly comes in – making Employee experience easy! Feedbackly is here to help
  25. 25. Feebdackly EX • Stay up to date on the pulse in your company • Weekly automated mini polls going to each customers • Weekly report on how teams work and what is the state of your EX and See what affect your EX has on your CX • Use as a tool to lead and manage on weekly basis • New and fresh ideas • The loudest ones are not necessarily always right - Embrace your employees to contribute to their own well-being and create a great place to work
  26. 26. We work with the industry leaders
  27. 27. …our customers are as thrilled as we are. “Collecting continuous feedback and marketing leads gives us better picture where we need to improve and helps us to target our marketing better.” Toni Stigzelius, Country Director, XXL “Feedbackly provides our customers with a whole new channel to communicate about their visit. Something that we never had before.” Objective clothing stores “The service is easy to use, and we haven't actually gotten any complaints. The amount of feedback is incredible compared to our other channels.” “The customers have been very enthusiastic to answer the survey and give us feedback and they really seem happier now that they can easily let us now what they think.” Maiju Friman, Hemtex “We have set internal goals for the feedback and we are going to follow up on them together with our staff.” Jukka Aaltio, K-Rauta The word is out that…
  28. 28. Askformore! Jaakko Männistö Founder & CEO Jaakko.mannisto@feedbackly.com +358 44 3488016 @jaakkomannisto “The only Finnish selected as one of the most promising rising CX stars globally at 30 under 30.” - CX network

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