Employee Experience Directly Impacts Your Customer Experience

Your employees’ experience is directly affecting your bottom line. Competitive and progressive organizations are focusing more effort on building strategies around the employee experience (EX) to boost overall company performance.  But if you aren’t connecting your employee experience feedback with your other business data you’re leaving critical gaps in your ability to drive increased business performance.

As George LaRocque points out in his #hrwins Trend Report: Redefining Engagement, Starting with Business Outcomes and HR Analytics That Really Matter:

This simple view to what really matters is driving some in HR, and like-minded HR Technology vendors, to start with the business outcomes.

Creating a positive and inclusive employee experience can’t be thought of as an event, or even an engagement survey and action plan.  To truly impact the bottom line, organizations need to take a programmatic view of their experience and results over time:

  1. Create a Workforce Profile:Workforce ProfileThis often requires aggregation of disparate data sets to get an understanding of your workforce composition and dynamics. The value is a view into your organization that lets you get a better understanding of where your feedback strategy needs to focus to dig deeper to inform actions that can drive business outcomes.
  2. Define a Feedback Strategy:
    • Start with a clear understanding of the information you want to know from employees over time.  How will the methodology for implementing overall organization surveys connect with feedback your receive via Engagement, New Hire/Onboarding, Stay, Exit, and Pulse surveys.
  3. Connect your business data:
    • Employee Experience Connected to Customer SatisfactionConnecting your feedback data (how employees feel) with the facts of the business helps identify true focus areas and where you can drive business value.  In the graph to the right, you can see that for this retailer their employees at their underperforming retail outlets were voting with both their mouths and their feet.  Low “Intent to Stay” scores directly correlated with high turnover, and thus low customer satisfaction.
  4. Take Action:
    • Now you know where to focus.  Leverage your data and key drivers of employee engagement, intent to stay, and brand reputation to drive improvements where required and reinforce positive culture where possible.
  5. Monitor & Track:
    • Talmetrix recommends ongoing monitoring the , process to keep accountability for actions and improvements high on the priority list, while also allowing you to measure impact from the actions you are taking and justify investments.

Delivering a positive and inclusive  employee experience is the primary ingredient to delivering a great customer experience.

The employee experience is paramount to the growth of any organization..  Engaged and committed employees understand your business. That understanding works to promote customer retention. These same employees also become your best sales force through sharing their knowledge of the product and attracting new customers and employees.

To learn more about how Talmetrix can support your Talent Insights Programs, contact us here.

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