Comparing the Customer Experience
Almost everyone working in marketing, sales, customer service or upper management is familiar with the concept of the customer experience. In its simplest terms, the customer experience is the reaction that customers have when interacting with an organization. The experience may be positive, encouraging the customer to take to every social media channel to sing the company’s praises. If the experience is negative, the customer will still probably post to social media, but the posts will range from criticism and disapproval to outright condemnation of everything the company has ever produced, done or said.
The Employee Experience process shares many similarities with the customer experience. For one thing, you can bet that a disgruntled former employee is going to denounce your organization publicly, forcefully and frequently. Current employees will find sneakier ways to show their disdain. They may participate anonymously in surveys asking employees to rate their organizations, submit negative information to sites such as Glass Door or participate in forums dedicated to castigating the company.
Employee Experience – The Concept
The concept of the employee experience is relatively new. A few decades ago, employers held all the cards — and they kept them close to their vests. Many jobs required few skills and little training, so the value of an employee was not a consideration. Employees who were unhappy were welcome — sometimes encouraged — to seek greener pastures elsewhere. If the local unemployment rate was high, managers knew that they would receive dozens or even hundreds of applications for every advertised vacancy whether the job required a college degree or simply the willingness to show up every day.
Times have changed, so any company chained to the typical employee journey of the 1950s is asking for trouble. Thanks to the internet and social media, today’s employees have more options than ever before when looking for a job. They can research potential employers, find opportunities in other states or network to uncover openings that have not yet been publicized. Furthermore, every generation since the baby boomers has come to expect more from their employers. They want employers to have a social conscience, be completely open about all employee processes and demonstrate that they consider the value of an employee to be extremely high.
Salaries alone have proven insufficient to safeguard high-performing employees against headhunters or competitors out to commit a little poaching. In an effort to attract and retain the best talent, an increasing number of organizations are taking innovative approaches to improve the employee experience. Forward-thinking organizations realize that the employee journey begins long before the interview, so they are taking steps to make candidates want to work for them. These companies look for opportunities to make every employee interaction with organization communications or personnel a positive one. Eliminating the stuffed-shirt language in job postings, painting an enticing picture of the organization’s environment and emphasizing the ways that the selected candidate can contribute are some of the tactics currently being used. Perks that were once considered unusual, including catered lunches, customized office décor and valet parking, are becoming more common. Employee processes such as onboarding and mentoring have been given greater emphasis to help ensure that the employee journey is a smooth one.
Unfortunately, there is no one way to succeed at creating a meaningful experience for every employee. A company with offices on the beach, for example, might need to craft a different experience than a company with offices on the 40th floor of a skyscraper in New York City. The important point to remember is that every employee interaction with organization policies, processes and attitudes is another chance to win the hearts — and loyalty — of your employees.
The Employee Experience Cheat Sheet (Infographic) by
7 Employee Engagement Tactics
Employee engagement is a concept that has been gaining strength in recent years. The basic idea is that employees who feel emotionally attached to their jobs, colleagues, and organization will be more productive, easier to supervise, less likely to quit and more likely to go the extra mile without being asked. No one wants to feel that they are viewed as a cog in the corporate machine — they want to feel valued, appreciated and a part of something greater than themselves. Contrary to what many managers believe, increasing someone’s salary is not an effective way of engaging an employee. There are other tactics that will cost less and provide better results.
Employee Recognition promotes Employee Engagement
Everyone likes to be recognized for their contributions to the team. Formal awards ceremonies — typically the awarding of a generic certificate that is suitable for framing but usually delegated to a desk drawer — are commonplace in many organizations to recognize the employee of the month or year or decade. Instead of waiting for a scheduled ceremony, offer employee recognition often and unexpectedly. Give them a mention in the newsletter or praise them in a staff meeting. If you want to give them tangible awards, make them unusual. A humorous coffee mug, for example, or an origami animal can be a constant reminder to the employee of well-earned recognition.
Foster Teamwork to increase Employee Engagement
Over the years, there have been many posters, calendars, and signs offering trite definitions of the word “team.” Forget about them. Everyone knows that there is no “I” in the word and all of the other catchy sayings. Instead, find engaging, fun activities that they can do as a team. For example, if the company is introducing a new product, divide the staff into teams and ask each team to write a description or a review of the product. Encourage employees to mingle by hosting potluck luncheons in the office, having a picnic on the company grounds or picking up the tab for sundaes at the local ice cream parlor. By giving them a chance to get to know their colleagues in a non-work setting, employees are more likely to discover common interests and form relationships that can contribute to a sense of belonging to a true team.
Make Employee Participation a Safe Activity when it comes to Employee Engagement
Disengaged workers seldom offer suggestions, share the ways that they have discovered to be more productive or let managers know when there is a problem. However, if you want employees to be forthcoming, you must provide them with an employee culture that delivers a safe environment for voicing their ideas and concerns. If you are having a brainstorming session, make sure that everyone understands that no negativity is allowed when people are tossing ideas around. Hold roundtable discussions for employees to discuss whatever topic they wish. Select an employee every week or every month to host a discussion on his or her job, including the challenges and rewards that can be found.
Help Employees Chart a Career Path to increase Employee Engagement
No one wants to feel that there is no chance for advancement or that the mind-numbing routine of a job is permanent. Help employees see where they could be next year or in 10 years. Ask them about their career plans and offer guidance on skills they need to acquire to reach their goals. Be their coach rather than their boss. Encourage employees to take responsibility for what will or will not happen over the coming years.
Put Some Fun in the Workplace will spruce up Employee Engagement
Expecting your employees to keep their noses to the grindstone constantly is unreasonable. Laughter helps alleviate tension, nurtures teamwork and reduces stress. Invent holidays to celebrate, hold photo contests, plan a talent show or host a costume party on a day other than Halloween. Sponsor an office sports team or band.
Maintain an Employee Culture Encouraging Wellness and Health
You have to tread lightly in some areas; for example, it is probably not a good idea to host a weight-loss contest. However, there are many subtle things that you can do to encourage healthy eating and exercise. You could offer gym memberships as a perk, pay for massage therapists to come in periodically, make hand sanitizer readily available or just make sure that the vending machines are stocked with snacks that include healthy choices.
Have a Company Culture of Philanthropy and Encourage Employee Participation & Engagement
Employees like to feel that their companies give back to the community. Ask your employees for input on the activities or groups they want to support. For example, they might want to meet every Saturday morning to collect litter along the highway, participate in a Habitat for Humanity project or hold a fundraiser for a local homeless shelter. The more people you can involve in the different activities, the greater your chances for achieving true employee engagement.
Although Employee Engagement has been receiving traction amongst organizations we still see a gap between the employer and employee. Employee Engagement is just one element of the Employee Experience and there are many other factors affecting turnover and retention. Keep posted on our blog, EPIC Chit Chat to learn more about today’s Employee Experience. Learn more.
EPIC Chit Chat~
For Immediate Release
September 6th, 2017
San Diego, California – Clarity Wave launches a new brand position as the Employee Experience Company. EPIC, powered by Clarity Wave, is a Software as a Service (SAAS) product that analyzes each individual employee’s TOTAL experience and encompasses all the intuitive aspects of how and why employees perceive their everyday life in their organization. EPIC essentially ‘follows’ the Employees and Employers’ journey together in the workplace to capture the complete Employee Experience.
EPIC, Employee Perceived Image of the Company® is a web-based software that allows both employees and employers to evaluate each other from a cultural, collaborative, environmental and needs perspective. The robust software includes enhanced features that allow for a Manager to assess an employee’s perception of the company, their colleagues, and their environment. The data gathered is compiled in real time and kept in a clean, easy to use dashboard within EPIC. EPIC has the intelligence to decipher the Employee Experience based on peer to peer feedback and a four-pronged Evaluations Model which gathers information from the employer and employees. This Evaluation Model allows the Employer and Employee to view questions and answers in real time from different perspectives from the company & the employee. The employer sees how the employee feels about the company and other individuals while the employee sees how the people he or she works with feel about them, providing them with valuable insights and feedback. The science behind EPIC is quite innovative for the Human Resource world.
“The science behind EPIC is what makes our software stand apart from others in the market. After listening to our clients’ success stories – we discovered quickly that EPIC is much more than just employee engagement. It’s more about the employee’s overall experience and the journey they go through. We are excited with our new Brand Promise and look forward to spreading our innovative software solution”, states Alex Moutal, President, and Co-founder of Clarity Wave.
To take a tour of EPIC, powered by Clarity Wave you can visit the website (http://claritywave.com). Users can also book Live Demos to review the software along with the needs of the company. We encourage future users to review the SCIENCE behind EPIC to understand our approach to the Employee Experience.
About Clarity Wave
Clarity Wave is the Employee Experience Company. We specialize in bringing employees and employers together by providing innovative ways your company can use to better value your Employee Experience.
The difference between an office where people want to work and one they must endure comes down to how engaged employees are. That’s the Employee Experience. By clearly understanding the goals, passions, and aspirations each employee has given you the insight to motivate them in ways that are relevant to them. EPIC, powered by Clarity Wave, analyzes each individual employee’s TOTAL experience and encompasses all the intuitive aspects of how and why employees perceive their everyday life in your organization.
For more information about EPIC powered by Clarity Wave please contact
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