Employee experience-webinar-presentation

www.beyondphilosophy.com

The Real Drivers in the Employee ExperienceQaalfa Dibeehi, Chief Operating and Consulting Officer, Beyond Philosophy

Kalina Janevska, Consultant and Psychologist, Beyond Philosophy

Elliott Hedman, Massachusetts Institute of Technology Media Lab


1. Viewer Window 2. Control Panel

GoToWebinar Example Interface

Webinar Interface Review

Beyond Philosophy © All rights reserved. 2001-20112

www.beyondphilosophy.com 3Beyond Philosophy © All rights reserved. 2001-2011

The Beyond Philosophy Perspective

Customer Experience is all we do!

Thought leadership is our differentiator

Offices in London, Atlanta with Partners in

Europe & Asia

New Fourth book Is now available

Focus on the emotional side of Customer Experience

Links with Academia


The Real Drivers in the Employee Experience

Qaalfa Dibeehi, Chief Operating and Consulting Officer, Beyond Philosophy

Kalina Janevska, Consultant and Psychologist, Beyond Philosophy

Elliott Hedman, Massachusetts Institute of Technology Media Lab


Learning ObjectivesUnderstand employee satisfaction benchmarksDiscover the key factors that drive employee engagement and satisfactionLearn how to get deeper insights into your employee experienceUnderstand the emotional profile of the typical employee experienceAppreciate deeper dive methods into employee experience

6Beyond Philosophy © All rights reserved. 2001-2011


Agenda

Employee Experience definedBenchmark Metrics

Employee SatisfactionEmployee NPS

Digging DeeperEmotional SignatureBiometric Mirror

Wrap up



Customer Experience at the core


Organisation (people,

processes, place)

Employee

Customerof the Organization

A Customer Experience is an interaction between an organization and a customer as perceived through the

senses stimulated and emotions evokedEach of these is intuitively measured against customer expectations across all moments of contact.

Empl

oyee


Employees make the Customer Experience manifest


Organization (management,

process, physical environment etc.)

Employee Customer

The Actual Organization

A Customer Experience is an interaction between an organization and a customer as perceived through the

senses stimulated and emotions evokedEach of these is intuitively measured against customer expectations across all moments of contact.


Employee Experience Links to Customer Experience


Organization (people,

processes, place)Employee Customer

The organization delivers theemployee

experience

The employees are the face ofthe customer experience

employees (often informal)

organization (formal and informal)

Employee feedback (typically formal, informal often neglected)

Feedback loops are generally weak they do not give a true and full picture

This is true of both the customer and employee experiences


Employee Experience Management


Organization (people,

processes, place)Employee Customer

employees (often informal)

organization (formal and informal)

Employee feedback (typically formal, informal often neglected)

The organization delivers theemployee

experience

The employees are the face of the customer experience

The focus today will be on the feedback loop from Employees


What is Employee Experience?


life within the organization encompassing those with managers, colleagues and the physical environment but also including those with customers.

It is a blend of the rational performance, senses stimulated and emotions evoked as a result of those interactions as perceived

Each of these is intuitively measured against employee expectations and across all moments of contact.


Employee Satisfaction


Agenda




Wrap up



Highly satisfied employees tend to exhibit above-Customer loyalty (56 %)

Safety records (50 %)

*Source: Gallup Reports from Corporate Leadership Council


Customers state the following reasons put them off buying a product/ service in the last three months:


Source: Ipsos Mori

3%

4%

4%

7%

7%

11%

13%

13%

17%

21%

Company's reputation as an employer

Other

Range of products/services offered

Brand reputation and advertising

After sales service

How staff handled enquiry/complaint

Staff enthusiasm and knowledge for products/services

Quality of its products/services

Price and range products/services offered

How staff treat you and represented their company

Staff attitude directly accounts for 45%

16


Our employee satisfaction scale

0 2 9843 7651 10


Typical employee satisfaction scale

2 43 51

Neutral SatisfiedDissatisfied

Neutral SatisfiedDissatisfied


Fig.1 Employee satisfaction overall

39% 40%

21%

10%

20%

30%

40%

50%

0%SatisfiedNeutralDissatisfied

23%

30%

7%5%

10%

15%

20%

25%

6.8 6.7 6.7 6.7

7.5

6.0

6.5

7.0

7.5

8.0

30%

5.5

Fig. 2 Employee satisfaction by role

Fig. 4 Average Employee satisfaction by workplace location (scale 0-10)

Fig. 3 Average Employee satisfaction by company size (scale 0-10)

Management Non-management

13%

SatisfiedDissatisfied

Home basedTravellingOffice based

6.0

6.5

7.0

7.5

8.0

5.5

6.5

7.1

6.4

501 to 999100 to 5001-to 99 1000 to 5000 5001 to 9999 10,000 +

7.1

Source: Beyond Philosophy Experience Tracker





Agenda




Wrap up



Original Net Promoter Score Metric

Original Net Promoter Score concept developed by Fred Reicheld and Satmetrix

On a scale of 0-10, how likely is it that you wouldrecommend (brand, product, experience) to a friend or colleague?

Not at all likely

VeryLikely

0 2 9843 7651 10

Neutrals PromotersDetractors



Employee Net Promoter Score

On a scale of 0-10, how likely is it that you wouldrecommend your company as a good place to work to a friend or colleague?

Not at all likely

VeryLikely

0 2 9843 7651 10

% of Promoters (score > 8)

LESS % of Detractors (score < 7)

Net Promoter Score

43.8%

24.6%

19.2%

Neutrals PromotersDetractors

Original Net Promoter Score concept developed by Fred Reicheld and Satmetrix



Agenda




Wrap up



Going Deeper that Employee Satisfaction



Biometric Analysis

Emotional Signature


Fellow colleagues

Leadership & vision

Company culture

Salary & benefits

Empowerment

Relationship with direct boss

Office environment & amenities

Open communication channels

www.beyondphilosophy.com 25

Which of these 5 factors do you think is the biggest driver of employee satisfaction?


Fellow colleagues

Leadership & vision

Company culture

Salary & benefits

Empowerment




Online Poll


What causes employee satisfaction in the customer experience?

Stimulus:the attributes of the employee experience the business controls

Response:The internal emotional response the employee has, often subconscious

Effect:The outcomes the business is interested in impacting

26

What the outcome isWhat the business

doesHow employees feel

Fellow ColleaguesRelationship with direct bossLeadership & VisionCompany cultureSalary & BenefitsEmpowermentOffice environment & amenitiesOpen Communication channels

HappyPleased TrustingValuedCared forSafe FocusedStimulatedEnergisedPamperedInterestedExploring

DissatisfiedFrustratedDisappointedIrritatedStressedUnhappyNeglectedHurried

Employee SatisfactionSwitching jobsRecommendation

Their closeness to the companyFairness in measuring their performanceWhether training is adequate



Rational Drivers of Employee Satisfaction



Leadership and vision

What employees say that drives their satisfaction?

Empowerment

Fellow colleagues

Salary and benefits

Company culture




Desirability


True Drivers of Employee Satisfaction



Leadership and vision

What drives employee satisfaction?

Empowerment

Fellow colleagues

Salary and benefits

Company culture




Desirability Impact on employee satisfaction

Leadership & Vision has moved up 6 places from 7th to 1st

Company Culture has moved down 3 places from 2nd to 5th


Agenda




Wrap up



Going Deeper than Employee Satisfaction



Biometric Analysis

Emotional Signature


Typical Interview



Measuring Arousal



(Kahneman, 1999)



Call Centers



What we want



What We saw



The Details



Results



Solution



Employee Experience Emotional Profile


9

10

0

7

8

5

6

3

4

2

1

Non-ManagementManagement

Emotional profile by role

9

10

0

7

8

5

6

3

4

2

1

Emotional profile by recommendation score

DetractorsOverall Employee emotional Profile Promoters




Agenda




Wrap up



Going Deeper that Employee Satisfaction



Biometric Analysis

Emotional Signature

www.beyondphilosophy.com 48

With limited resources it is important to understand what actually drives Employee Satisfaction



Let us know if you are interested to learn of the drivers for other aspects of the employee expereince

Stimulus:the attributes of the employee experience the business controls

Response:The internal emotional response the employee has, often subconscious

Effect:The outcomes the business is interested in impacting

Beyond Philosophy © All rights reserved. 2001-2011 49

What the employee experience is

What the business does

How employees feel

Fellow ColleaguesRelationship with direct bossLeadership & VisionCompany cultureSalary & BenefitsEmpowermentOffice environment & amenitiesOpen Communication channels

HappyPleased TrustingValuedCared forSafe FocusedStimulatedEnergisedPamperedInterestedExploring

DissatisfiedFrustratedDisappointedIrritatedStressedUnhappyNeglectedHurried

Employee SatisfactionSwitching jobsRecommendation

Their closeness to the companyFairness in measuring their performanceWhether training is adequate


Contact [email protected]

[email protected]

[email protected]

Thank You

mailto:[email protected]



Employee experience-webinar-presentation

Documents

Transcript of Employee experience-webinar-presentation