If organizations want to deliver superior customer experiences, then they need to focus on the “moments of truth” in the customer experience.
Similarly, if companies want to deliver outstanding employee experiences, they need to focus on “moments that matter.”
Most organizations address these moments that matter by implementing an outdated top-down approach to the issue.
Unfortunately, this ideal works with treating its workers like they’re all the same, with HR serving as the touchpoint to a standardized set of workplace experiences. Processes like onboarding recruiting, training, promotions, and retirement all feature a one-size-fits-all model that no longer works in the eyes of employees.
Today’s workplace requires the use of technology to help employees shape their employee experience with the same ease and simplicity of managing the customer relationship process.
Technology to Manage Moments that Matter
As the modern workplace adapts to the use of technology, many organizations end up creating a complex environment that’s challenging for employees to navigate. Due to this occurrence, it’s becoming clear that these moments that matter are not only happening at set milestones in employee’s careers.
Employees experience moments that matter continuously, across all human, digital, virtual, and physical plains.
Introducing mobile apps that enable salespeople to generate leads automatically is an example of a game-changing tech for any organization.
Enhancing feedback loops with management and departments like HR is also another method of bringing automated workflows and digital platforms into the modern workplace to improve efficiencies and revenues while driving employee engagement.
Moments that matter doesn’t confine themselves to within the walls of the company. The events in an employee’s personal lives, such as the death of a family member, might have a profound and lasting impact on the employee’s mental health.
Employees dealing with personal issues find their thinking clouded, and it slows their decision-making on the job. As a result, productivity wanes, and the employee’s lack of performance starts to drag the entire team down.
When companies design an employee experience, management and IT need to take these factors into account.
For example, organizations can arrange for remoter working positions or onsite daycare facilities to help employees balance the demands of their professional and personal lives.
The Employee Experience Reinvented
Today’s diversity in the workforce means that employees have diverse expectations from companies. However, there are some similarities between generations, based on experience. Both millennials and Gen Zs are looking for a stimulating job with plenty of opportunities for career advancement and learning.
However, ultimately, employees are similar to your customers in many ways. Employees want managers and business leaders to treat them as individuals. By providing a personalized workplace experience, organizations will end up reaping the benefits.
Recent Gen Zs entering the workforce after college state that feels employers are utilizing their skills efficiently and effectively are more than three times more likely to stay at their job for more than 5-years.
Forward-thinking organizations acknowledge these increasingly liquid and diverse employee expectations by taking a holistic view of employee’s preferences and needs.
