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Building Trust: A Strategic Approach to Employee Experience

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Building Trust: A Strategic Approach to Employee Experience

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Delivering a great employee experience is the key to a better customer experience, higher productivity, and greater profitability. Join Natasha Persad, CEO of The HRXperts, and learn the fundamentals of a great employee experience.

Delivering a great employee experience is the key to a better customer experience, higher productivity, and greater profitability. Join Natasha Persad, CEO of The HRXperts, and learn the fundamentals of a great employee experience.

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Building Trust: A Strategic Approach to Employee Experience

  1. 1. Meet Your Facilitator Natasha Persad is a strategic Human Resources business leader with over 20 years of global Fortune 500 HR Executive experience and CEO of The HRXperts. Demonstrated problem solver across multiple industries with an expertise in change management, deep business knowledge, and a proven ability to partner with senior executives to drive human capital initiatives that achieve key business goals. As a DEI Champion and Advocate, Natasha develops strategies for sustainable diversity and inclusion programs aligning with a company’s business objectives, client’s results and change efforts for the advancement and retention of top performing talent inclusive of underrepresented professionals in an inclusive work culture. Natasha is an advisor to the C-suite and Boards with a specialty in realizing the revenue generating benefits of employing an underrepresented workforce and how correctly leveraging People Management can be an organization's strategy for success. She encourages organizations and individuals to dream big and is an expert in personal empowerment. Natasha holds an MBA in Finance from NYU’s Stern School of Business. The secret of change is to focus all your energy not on fighting the old but on building the new.” ~Socrates
  2. 2. Overview 1. WHAT IS THE EMPLOYEE EXPERIENCE 2. BUILDING AN EMPLOYER BRAND STRATEGY 3. ONBOARDING IS YOUR FIRST STEP IN THE EMPLOYEE EXPERIENCE 4. CREATING THE EMPLOYEE JOURNEY 5. DON’T UNDERESTIMATE A MANAGER’S INFLUENCE 6. MEASURE – DID IT WORK?
  3. 3. What is the Employee Experience The employee experience is the sum of all interactions an employee has with their employer. It is the structure and culture of the organization and how the employee perceives the company overall and their role in the company. What some organizations forget is that their employees are their first (and most important) customers.
  4. 4. Increased engagement is a key component to organizational success as Gallup’s 2020 findings confirm organizations within the top quartile of engagement (top 25% of most engaged) experienced higher levels of the following when compared to organizations in the bottom quartile (bottom 25%) of engagement: • 10% increase in customer loyalty/engagement • 23% increase in profitability • 18% increase in productivity (sales) • 14% increase in productivity (production records and evaluations) • 66% increase in wellbeing (thriving employees) • 81% decrease in absenteeism • 58% decrease in patient safety incidents (mortality and falls) • 41% decrease in quality (defects) Obligatory statistics confirming importance of Employee Engagement
  5. 5. Employees aren’t expecting Disneyland They come in every day expecting to work hard. But they want to have an impact on both the business and themselves. They want to grow and prosper. Be respected and use their intelligence. Enable them. From the first day on the job to the day they leave or retire, create experiences that enrich, motivate, and show employees that their time and effort is meaningful.
  6. 6. The fact is, negative Glassdoor reviews reverberate beyond job seekers. Customers see them. Vendors see them. Glassdoor is the place where people with an ax to grind about their employers go to, well, grind it. If companies can counter that negativity with some positive employee comments, isn’t that fair? Indeed’s recent acquisition of Glassdoor gives them the opening to provide job reviews where users rank their employers with according to a 5-star scale and list pros and cons. Criticism and negative comments are the norm rather than the exception. With thousands of customers connected to your social media accounts, negative comments are unavoidable. Most workplace rumors are relatively harmless: someone getting a promotion; pay increases, possible workforce reductions, new products or product discontinuations and any number of other issues of interest to company employees. Some rumors, however, are not harmless and can have serious consequences. Side Effects of a Negative Employee Experience
  7. 7. How do we change the conversation from a negative Employee Experience to a positive one?
  8. 8. Building an Employer Brand Strategy An employer brand isn’t an exercise in marketing. It is an exercise in purpose and alignment. What does the company stand for? How does it execute that belief?
  9. 9. A solid employer brand will make your existing employees proud that they are a part of your organization. Being a part of an organization with a great work culture is important for today's job seeker, and companies need to be mindful of how they are showcasing that culture Source: “Employee Retention in the ME NA workplace
  10. 10. 5 Ways to Build a Better Employer Brand 1. Analyze Your Company Culture A strong employer brand starts from within. In other words — if you want candidates to perceive your company as a great place to work, it must actually be a great place to work 2. Develop a Content Strategy to Promote Your Employer Brand To build a strong employer brand, you must craft a comprehensive, multi-channel content strategy to engage your target candidates. 3. Establish an Employee Advocacy Program Not all your employees are recruiters — of course — but they’re an integral part of the employer brand building process. We recommend that you offer incentives to employees who recommend new hires, share content, and promote branded information. 4. Leverage Social Media Social media has quickly become an essential marketing channel — and it’s equally as important for recruiting. So, it’s critical to build your employer brand on social media if you want your ideal candidates to find you. 5. Test and Measure Your Employer Brand Improving your employer brand is an ongoing process and may seem hard to quantify. But much like marketers' test and measure the success of their campaigns, recruiters should test and measure their strategies.
  11. 11. ONBOARDING IS YOUR FIRST STEP IN THE EMPLOYEE EXPERIENCE Onboarding is a critical task and tool, and essential for establishing the first right step between new employees and the employer.
  12. 12. Don't Underestimate the Importance of Good Onboarding • 69 percent of employees are more likely to stay with a company for three years if they experienced great onboarding. • New employees who went through a structured onboarding program were 58 percent more likely to be with the organization after three years. • Organizations with a standard onboarding process experience 50 percent greater new-hire productivity. In a survey carried out by OfficeTeam, a staggering 54% of employees said that they’ve experienced a mishap in their new job. 15% didn’t get introduced to their co-workers, 22% didn’t have the necessary supplies ready for them and 14% didn’t even get a tour of the office. Yet 92% of HR managers questioned in the exact same survey felt that their onboarding process was effective!
  13. 13. Tips for a successful Onboarding Experience As an employer, it's important to take the opportunity to focus on how new hires are welcomed. From the time an offer is extended until the day the employee becomes fully productive, the onboarding experience can be used to create a foundation for long-term success. 1. Start onboarding before your new employee arrives 2. Be prepared 3. Roll out the welcome mat 4. Onboarding doesn’t have to be boring or complicated 5. Make the experience personal 6. Onboarding does not stop on Day 1 – check in along the way
  14. 14. Tools for sharing your story Vanguard approaches employee stories with precision and encourages their employees to get involved, tell their story, and share on social media. This video they posted here on their LinkedIn page is a great example of employee- focused content. Business Audio Theatre (BAT) is a totally new form of business audiobook - where actors voice the parts in scenes that depict the seminal events in the founder’s story, complete with sound effects and music. Listeners identify with the story, the brand, and the founding principles. Used as an on- boarding or brand building tool, companies can entertain and educate to encourage loyalty and engagement.
  15. 15. Creating the Employee Journey Everyone wants to advance their career, but how a company helps its employees advance is what can make or break an effective experience.
  16. 16. An employee value proposition (EVP) is the unique set of benefits that an employee receives in return for the skills, capabilities, and experience they bring to a company. ... When integrated into all aspects of a business, a strong EVP will help retain top performers and attract the best external talent
  17. 17. The employee journey is the time an employee spends at a company, starting when the employee applies to the organization and ending when the employee quits the organization. All the time in between these two moments and the experiences that the employee has is the employee journey. With the rise of remote work due to the Coronovirus, having a plan for your Employee Experience becomes more important than ever. Tool for developing the Employee Journey
  18. 18. DON’T UNDERESTIMATE A MANAGER’S INFLUENCE A manager has the greatest influence on an employee’s experience. For better or for worse, they are the personification of the company. If your managers are engaged, you will have engaged employees. If they are disengaged, expect that to trickle down to everyone they lead.
  19. 19. If you want to radically transform your employee experience, you must first fix your manager experience. • Consider just a few facts Gallup has uncovered: • Attract: Millennials say that "quality of manager" is a top factor they consider when looking for a new job. • Onboard: When managers play an active role in onboarding, employees are 2.5 times more likely to strongly agree their onboarding was exceptional. • Engage: Managers account for an astounding 70% of the variance in their team's engagement. • Perform: Only two in 10 employees strongly agree that their performance is managed in a way that motivates them to do outstanding work. • Depart: Fifty-two percent of exiting employees say that their manager could have done something to prevent them from leaving their job. Nevertheless, only 51% of employees who left their job had a conversation about their engagement, development or future during the three months leading up to their departure. Manger’s role in the Employee Experience
  20. 20. Employee Experience: The Manager Makes the Difference The manager plays a pivotal role in the employee experience. They are involved in every major milestone of the employee journey, from onboarding to exit, and their interactions with employees are typically the dominant factor in positive outcomes at each stage. For this reason, leaders need to look carefully at their employee experience strategy: Are managers set up for success at each major stage of the employee experience? The Top 5 Challenges of Management: 1. Unclear Expectations 2. Heavy Workload and Distractions at Work 3. Job Stress and Frustrations 4. Less Focus on Manager Strengths 5. Frustrating Performance Reviews
  21. 21. We all know the power of a "thank you" or a "well done" – but did you know that recognition is the #1 driver of Employee Engagement? When senior leaders are actively involved in employee recognition, companies are 9x more likely to have strong business results
  22. 22. Measuring the Employee Experience With fierce competition for high-performing employees, and big price tags associated with acquisition and on- boarding of new staff, more and more employers are investing in engagement as a strategy for workforce success. When engagement is low, expect a big impact in your culture. A business can only excel with thriving employees, which is why employee engagement is so important and needs to be measured.
  23. 23. Ripple – is a cloud-based talent assessment platform that replaces the annual review with timely, objective and actionable peer-to-peer data. Ripple monitors employee self-awareness to drive up levels of productivity and empowers managers and owners to make better, data-driven decisions. The result? Higher levels of retention and stronger culture. Tools for measuring Management Engagement
  24. 24. Contact Information Clayton Sinclair III 60 Minute Session | Q&A To help continue the conversation, we are sending all participants an assessment to measure their company’s Employee Experience and key areas to work on for FREE!

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