At the beginning of the morning, Manuela opens the door of the business with a warm smile, walks with kindness, solves incidents and many goals of the day. Everything seems to be working, but Manuela feels invisiblelittle thought and care given to your company, months later it goes. I have seen this situation repeated many times in my career, great professionals who work with illusions, commitment and desire to make them happen and who are gradually rewarded. Normally they don’t just go for a wage or a blue collar job, if they want to feel part of something with feeling they become part of a larger society. When this happens, the organization does not rely only on the professional, but requires talent, knowledge and, although it is not always the immediate cause, both customers and results.
The employee’s experience is focused on how one lives in a relationship with the company all the time, who feels like a candidate, how he takes care of her, her development, her relationship with her leaders and, above all, how she accompanies them in key moments of their lives. Let’s not talk about the processes of human recursions, but about emotions, perceptions and coherence, about how the promised society seems, about the truth, about what lives inside.
from my point of view one of the pilares on this fireplace is purpose. Sharing culture, values, and purpose with the people who make up an organization, whether it’s an aesthetic exercise or internal communication, is the real trade-off that marks the difference in organizations. When one understands the nature of one’s work, that one’s work is integrated into a larger whole, and especially the coherence within the discussion that occurs and the decisions that leaders will make day in and day out, conflict arises. There is no positive experience in all of this, only the satisfaction of a day. Thanks to this, the culture does not impose itself if it lives inside and wherever it sells very well outside, if it is not coherent, it becomes one of the main reasons for climbing.
To achieve this goal, the experience methodology we have put in place helps us focus and method something that has always been there. It is part of the real education of the employee to understand his life and henceforth an employee journey is designed to identify the key moments of the relationship with the organization and how they have a positive or negative emotional impact on the life of professionals. In accordance with this design of the employee’s journey, professional archetypes are constructed that represent reality and vital moments in society and allow them to understand how they live. way from different perspectives. It is in this process that friction arises until this invisible moment, as well as great opportunities for improvement.
Implementing this focus in organizations brings enormous value from a vision of diversity, equity and inclusion. Learning about each individual truth means accepting that not everyone lives the same way. There are collections that require a different motivation you know that these vital moments condition your experience. Being aware of diversity when modeling processes from the employee’s perspective is not just an ethical guideline, it is a strategy that enhances individual talent and increases collective performance.
In a direct way, the relationship between employee experience and customer experience is binding. Compromised teams, aligned with purpose and emotionally connected, deal with more empathy with the customer and build trust in the same way. This impact is particularly evident in industries where there is constant contact with the customer, however, it has a significant impact on all organizations, reducing turnover, less absenteeism, increasing productivity and directly reflected in economic results. It is no coincidence that companies like IKEA, Starbucks or Salesforce have for many years built on the experience of work from emotions and not only from process. Everyone understood something essential: People who don’t remember politics remember hearing it. Follow the E studymployee Experience As of 2023, Deloitte consultants have noted that a well-designed employee experience creates 22% more trade-offs, translating into greater retention and better business results over organizations with poorer experiences.
From my point of view, the final question we should be asking ourselves is this, if the experience your customer lives reflects what your employees feel, what is your organization missing out on? How much does it cost you if you don’t pay?
*** Lorena Palacio López I am the Head of People & Culture at Micampus Living and I am a member of the Asociación Española de Directores de Recursos Humanos (AEDRH)
Leave a Reply