3 Components of the Employee Experience




Jacob Morgan, author of The Employee Experience Advantage, writes that “as we shift to the future of work, where organizations are focusing on the reasons why employees want to work versus need to work, it is important to understand employee experience.”  Morgan further explains that every employee experience is comprised of three components:  cultural, technological, and physical.  All three components together need to create an overall environment, “where people want to show up!”

Knowing that, companies need to take a hard look at the tools and procedures they have in place that support and enhance employee connectivity.  This will allow employees to feel connected to their co-workers and their company.  In other words, the more often this is the case for talent, the lesser the likelihood an employee will attempt to switch jobs.

Human resources professionals must develop a culture of streamlined communications.  It must eliminate friction between employees allowing for connectivity, empowerment, and alignment.  At the same time, the right technology must be in place to connect and engage employees regardless of where they are and how they collaborate.

To help satisfy the three components Morgan discussed, first make sure employees can seamlessly transition from one form of communication to another.  A chat tool may be great for quick conversations where as video conferencing may be better for conversations that would benefit from face-to-face communication.

Technological

Charter Communications owns several 24-hour local news stations around the country.  Two of their stations are located in Tampa, Florida and Orlando, Florida respectively.  Each morning, the two stations hold separate editorial meetings to discuss news of the day and how the station intends to cover it.  Not long after, the two stations hold a video conference to brief one another on their respective news days and then discuss the sharing of content.  This allows each station, though located nearly 100 miles away from one another, to work as one team and to cover news from both Florida’s west and east coasts and the inland portions between.

Read our report:  Creating an Integrated Employee Experience Pogram

In the case of University Federal Credit Union, they’ve addressed technology and communication by completely redoing their company intranet.  Courage says the new platform provides, “a more interactive platform for our employees to comment and share and to be able to find information that they need more easily.”

Physical

In a recent Gallup survey, 25% of Americans work between 45-59 hours per week.  Instead of cubicles and offices, companies should think about infusing relaxing backyards and plush sofas in to a redesign.  In addition to creating an environment conducive to innovation, it also helps positively impact the employee experience while attracting and retaining top talent.

Business office with modern decoration

Courtesy:  Stock Photo Secrets

The space must be connected to the needs of the workforce.  Not everyone enjoys working in a loud office for instance, so there needs to be quiet areas as well.  Also create collaborative spaces that are attractive in some way.  Learning spaces should lend themselves to visual and audible presentations.

Mobility is also a necessity, especially when you consider technology savvy workers, regardless of generation.  Employees should have access to mobile technology that encourages movement from space to space while ensuring collaboration.

Culture

The final component is that of culture.

According to Gallup, disengaged workforces are costing companies over $450 billion in lost productivity per year and 95% of employees say that culture is more important than compensation.  A company’s culture can’t be seen as a strategy full of perks and happy hours.  Companies have to think about creating and sustaining an effective work culture is foundational to unlocking a company’s growth.

So, what is culture?

A company’s culture is defined as the values, beliefs, attitudes, and behaviors shared by the employees across all levels.  It’s impacted by the collective life experiences of each member of the workforce.  For instance, members of the C-suite and other leaders heavily influence the organization’s culture as they are the individuals making decisions and setting the strategic direction of the company.  

Two Businessmen in Office

Courtesy:  Stock Photo Secrets

According to Courage, University Federal Credit Union ties their culture to the member experience.

“For us, it’s how could we as an organization really make that connection for employees about our value proposition or offering to members what the organization's true purpose is,” Courage said.  “That way they see the connection with their own values and how they can make a big difference.”

Ultimately, however, the culture is supported by the commitment of the employee.

“They need to have a broader understanding about the organization in general… just from a business acumen standpoint, who we are what we stand for across organization,” Courage said.

Putting Together All the Pieces

When all of these pieces are in place and working in concert with one another, companies will see a positive impact on the employee experience and an increase in productivity.  How so?  This strategy enhances and promotes enthusiasm, involvement, retention, and employer brand commitment.  Sir Richard Branson, founder of the Virgin Group, puts it in simplistic detail.

“If you take care of your employees, they will take care of your clients.”

OUR BENEFACTORS