So, we always talk about the Customer Experience and how understanding the customer journey will improve its experience with your company. BUT before you try understand the customer experience, you first MUST develop your employees’ journey.
Do you know that only 13% of employees worldwide are engaged at work, according to Gallup’s new 142-country study on the State of the Global Workplace. In other words, about one in eight workers — roughly 180 million employees in the countries studied — are psychologically committed to their jobs and likely to be making positive contributions to their organizations. The bulk of employees worldwide — 63% — are “not engaged,” meaning they lack motivation and are less likely to invest discretionary effort in organizational goals or outcomes. And 24% are “actively disengaged,” indicating they are unhappy and unproductive at work and liable to spread negativity to coworkers.
So understanding the employees’ journey will go a long way to increase employees’ engagement. Each step in the employee lifecycle can be an important lever impacting both culture and performance.
Where do you start? Well, recruitment is probably a good starting block; what are the steps do a potential employee has to take to apply for position with you, what email are they sent, how is the interview set up, how do you tell them the good news or not, ect… look at it from a successful and unsuccessful candidate, whatever is the outcome.
If recruitment is the first contact, what would be the next step for your company? On-boarding, training, ect… when I worked at Epcot Centre in Florida, 25 years ago, I remember it so clearly, we couldn’t actually walk through the parks before having gone through our week at Mickey Mouse University, every steps of the cast members were carefully designed and shared with every single employees.
How do you want your employees to think, feel and behave when they are in working for you? The more engaged your employees’ are, the more loyal they will be, the better their experience, the better they will be able to deliver an exceptional experience for your customer.
Bring some yin energy into your business, care for your employees and they will care for your customers…
Don’t know where to start with understanding and developing your employees’ journey?