Experience Game Changers and Creating a Culture of Employee Engagement

We’ve been to a couple events over the past few weeks, and one concept has been a real standout.  Businesses are urged to include a focus on Experience Management (XM) in their strategic planning sessions.  As Bill McMurray (Managing Director – Asia Pacific/Japan at Qualtrics) says:

“Experience Management is now mission critical”.

Not only should we explore the experience of our customers, but also turn the lens inward, and look at the experiences of our employees too.

Think about it, how can a business create customer satisfaction if the employees themselves are unsatisfied?

Logically, an engaged employee is going to produce a better output.  And that’s not the only benefit.  Increased staff engagement can have a positive effect on other aspects of the business such as:

• Lower staff turnover and churn
• Increased productivity and revenue

Who doesn’t want that in their business?

So, how does a business create a culture of staff engagement?  At the recent Qualtrics Experience Game Changers event we heard these examples from Rockend and Qualtrics.

• Encourage greater feedback channels
• Create ways for staff to acknowledge each other easily
• For global companies, think about ways to create connections between offices
• Move away from KPI’s towards objective and results focused goals
• Employee engagement and involvement with product improvements/working on things for the customer
• Give employees the ability to influence the strategic direction of the business
• XM is a leadership initiative, not just the responsibility of Human Resources

Organisations that focus on employee experience deliver 40% lower turnover than average companies Source: Qualtrics data

With two out of three employees reporting dis-engagement in the workforce (source: Bain & Company survey), how is your organisation working to improve their employee experience?