Post on 21-Jan-2015
description
Employee Experience: Key insights for staging it right
“If you´re starting to have a new experiential approach within your
customers and business model, you must extend this to your employees”
Customers and Employees: Connected Experiences
• Action time is needed.• Customer experience will not
work without real customer and employee focus.
• Don´t overlook your customer compared to your employee experience, they ´re connected experiences.
• Employees agree with your customers .
• A new approach in human resources is needed as you´re starting to see the business and customers in a more experiential way.
Experience Based Employee: The new employee profile
The new set of skills and profile wich will help us improve our experience performance:
Experience Based Employee
- Emotional Involvement & connection with brand and customers.
- Values and understands Customer & Employee experience.
¿Do you know,recruit,and value him?
¿How do we engage them?
• Map also the employee experience and its touchpoints and then add value to the journey.
• Do it collaboratively with their involvement.
• Touchpoint brainstorming.
Case Study 1- The virtual Job Tryout
• Adding Value to the Recruitment process with the Virtual Job Tryout
- Leave a more positive impact on this important touchpoint.
- Customize and brand this part of the journey.
- A better approach for hiring the best candidates.
Achievement Sample
Position: Bank teller within a large U.S Banking company
• Objective Metrics• 47% Faster at Completing Training Courses• 42% Greater Number of Referrals• 30% Higher Rate of Cash Drawer Accuracy• Supervisor Ratings• 11% Stronger on Technical Skills• 10% Faster in Transaction Efficiency• 8% Higher on Delivering the Customer Experience
Create the “wow”experience
That engages…
¿Can we build a better reward system?
Reward according to the depth of the connection
achieved.- Define different levels of
connection between a customer relationship.
- Encourage your team to scale the relationships to
the top level.
Case Study II- Pret a Manger
Keypoints
• Staff get a say in who joins their team.
• Staff gets well paid.• Real employee focus
and investment.• A branded employee
experience.
Rational vs Emotional tool
• Example :Designing an emotional
workplace
- Rational elements : Corporate Communication items (i.e Budgets, check-lists,….).
- Bringing the emotional side : designing a relaxing corner with musicplayer, table tennis set, a captivating scent,…
Employees as Customer Experience Partners
- Creating the Touchpoint Commitee.
- Experience Gathering.
- Experience Tours.
Thanks
¡¡Let´s connect !!
Twitter : @DavidCamps
Consulting : dcamps@client-experience.com
www.client-experience.com