Más contenido relacionado La actualidad más candente (18) Similar a Employee experience-webinar-presentation (20) Más de Beyond Philosophy (20) Employee experience-webinar-presentation1. 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
www.beyondphilosophy.com
2. Webinar Interface Review
1. Viewer Window 2. Control Panel
GoToWebinar
Example Interface
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3. The Beyond Philosophy Perspective
Customer Experience Thought leadership is New Fourth book
is all we do! our differentiator Is now available
Offices in London,
Atlanta with Partners in
Links with Academia Focus on the emotional side of
Europe & Asia
Customer Experience
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5. 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
www.beyondphilosophy.com
6. Learning Objectives
Understand employee satisfaction benchmarks
Discover the key factors that drive employee
engagement and satisfaction
Learn how to get deeper insights into your
employee experience
Understand the emotional profile of the typical
employee experience
Appreciate deeper dive methods into employee
experience
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7. Agenda
Employee Experience defined
Benchmark Metrics
Employee Satisfaction
Employee NPS
Digging Deeper
Emotional Signature
Biometric Mirror
Wrap up
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8. Customer Experience at the core
Empl
Employee
Organisation
(people, Customer
of the Organization
processes, place)
oyee
A Customer Experience is an interaction between an
organization and a customer as perceived through the
senses stimulated and emotions evoked
Each of these is intuitively measured against customer
expectations across all moments of contact.
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9. Employees make the Customer Experience manifest
The Actual Organization
Organization
(management,
process, physical
Employee Customer
environment etc.)
A Customer Experience is an interaction between an
organization and a customer as perceived through the
senses stimulated and emotions evoked
Each of these is intuitively measured against customer
expectations across all moments of contact.
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10. Employee Experience Links to Customer Experience
Feedback loops are generally weak they do not give a true and full picture
This is true of both the customer and employee experiences
The organization The employees
delivers the are the face of
employee the customer
experience experience
Organization
(people, Employee Customer
processes, place)
Employee feedback (typically
formal, informal often neglected) employees (often informal)
organization (formal and informal)
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11. Employee Experience Management
The focus today will be on the feedback loop from Employees
The organization The employees
delivers the are the face of
employee the customer
experience experience
Organization
(people, Employee Customer
processes, place)
Employee feedback (typically
formal, informal often neglected) employees (often informal)
organization (formal and informal)
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12. 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.
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14. Agenda
Employee Experience defined
Benchmark Metrics
Employee Satisfaction
Employee NPS
Digging Deeper
Emotional Signature
Biometric Mirror
Wrap up
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15. Highly satisfied employees tend to exhibit above-
Customer loyalty (56 %) *Source: Gallup Reports from Corporate Leadership Council
Safety records (50 %)
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16. Customers state the following reasons put them off buying a
product/ service in the last three months:
How staff treat you and represented their company 21%
Price and range products/services offered 17%
Quality of its products/services 13%
Staff enthusiasm and knowledge for products/services 13%
How staff handled enquiry/complaint 11%
After sales service 7%
Brand reputation and advertising 7%
Range of products/services offered 4%
Other 4%
Company's reputation as an employer 3%
Staff attitude directly
accounts for 45%
Source: Ipsos Mori
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17. Our employee satisfaction scale
0 1 2 3 4 5 6 7 8 9 10
Dissatisfied Neutral Satisfied
Typical employee satisfaction scale
1 2 3 4 5
Dissatisfied Neutral Satisfied
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18. Fig.1 Employee satisfaction overall Fig. 2 Employee satisfaction by role
Management Non-management
50% 30%
Source: Beyond Philosophy Source: Beyond Philosophy
Experience Tracker 30%
Experience Tracker
40% 25%
39% 40%
30% 20% 23%
20%
21% 15%
13%
10% 10%
7%
0% 5%
Dissatisfied Neutral Satisfied Dissatisfied Satisfied
Fig. 3 Average Employee satisfaction by Fig. 4 Average Employee satisfaction by
company size (scale 0-10) workplace location (scale 0-10)
8.0 8.0
Source: Beyond Philosophy Source: Beyond Philosophy
Experience Tracker Experience Tracker
7.5 7.5
7.5
7.0 7.1 7.1 7.0
6.8 6.7 6.7 6.7
6.5 6.5
6.5 6.4
6.0 6.0
5.5 5.5
1-to 99 100 to 500 501 to 999 1000 to 5000 5001 to 9999 10,000 + Office based Travelling Home based
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19. Agenda
Employee Experience defined
Benchmark Metrics
Employee Satisfaction
Employee NPS
Digging Deeper
Emotional Signature
Biometric Mirror
Wrap up
Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 19
20. Original Net Promoter Score Metric
On a scale of 0-10, how likely is it that you would
recommend (brand, product, experience) to a friend or colleague?
Not at Very
all likely Likely
0 1 2 3 4 5 6 7 8 9 10
Detractors Neutrals Promoters
Original Net Promoter Score concept developed by Fred Reicheld and Satmetrix
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21. Employee Net Promoter Score
On a scale of 0-10, how likely is it that you would
recommend your company as a good place to work to a friend or colleague?
Not at Very
all likely Likely
0 1 2 3 4 5 6 7 8 9 10
Detractors Neutrals Promoters
% of Promoters (score > 8) 43.8%
LESS % of Detractors (score < 7) 24.6%
Net Promoter Score 19.2%
Original Net Promoter Score concept developed by Fred Reicheld and Satmetrix
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22. Agenda
Employee Experience defined
Benchmark Metrics
Employee Satisfaction
Employee NPS
Digging Deeper
Emotional Signature
Biometric Mirror
Wrap up
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23. Going Deeper that Employee Satisfaction
Emotional Biometric
Signature Analysis
Employee Satisfaction
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24. Fellow colleagues
Leadership & vision
Company culture
Salary & benefits
Empowerment
Relationship with direct
boss
Office environment &
amenities
Open communication
channels
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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
Relationship with direct
boss Online Poll
Office environment &
amenities
Open communication
channels
Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 25
26. What causes employee satisfaction in the customer
experience?
Stimulus: Response: Effect:
the attributes of the The internal The outcomes the
employee experience emotional response business is interested
the business controls the employee has, in impacting
often subconscious
What the business
How employees feel What the outcome is
does
Fellow Colleagues Happy Dissatisfied Employee Satisfaction
Relationship with direct Pleased Frustrated Switching jobs
boss Trusting Disappointed Recommendation
Leadership & Vision Valued Irritated
Company culture Cared for Stressed Their closeness to the
Salary & Benefits Safe Unhappy company
Empowerment Focused Neglected Fairness in measuring
Office environment & Stimulated Hurried their performance
amenities Energised Whether training is
Open Communication Pampered adequate
channels Interested
Exploring
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27. Rational Drivers of Employee Satisfaction
What employees say that drives their satisfaction?
Desirability
Empowerment
Company culture
Fellow colleagues
Relationship with direct boss
Open communication channels
Salary and benefits
Leadership and vision
Office environment & amenities
Source: Beyond Philosophy Experience Tracker
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28. True Drivers of Employee Satisfaction
What drives employee satisfaction?
Desirability Impact on employee satisfaction
Leadership and vision
Empowerment
Salary and benefits
Fellow colleagues Leadership & Vision has moved up
6 places from 7th to 1st
Company culture
Company Culture has moved
down 3 places from 2nd to 5th
Relationship with direct boss
Open communication channels
Office environment & amenities
Source: Beyond Philosophy Experience Tracker
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29. Agenda
Employee Experience defined
Benchmark Metrics
Employee Satisfaction
Employee NPS
Digging Deeper
Emotional Signature
Biometric Mirror
Wrap up
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30. Going Deeper than Employee Satisfaction
Emotional Biometric
Signature Analysis
Employee Satisfaction
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40. What we want
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41. What We saw
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45. Employee Experience Emotional Profile
Emotional profile by role Source: Beyond Philosophy
Experience Tracker
10 Management Non-Management
9
8
7
6
5
4
3
2
1
0
Emotional profile by recommendation score Source: Beyond Philosophy
Experience Tracker
10 Overall Employee Promoters
emotional Profile Detractors
9
8
7
6
5
4
3
2
1
0
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46. Agenda
Employee Experience defined
Benchmark Metrics
Employee Satisfaction
Employee NPS
Digging Deeper
Emotional Signature
Biometric Mirror
Wrap up
Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 46
47. Going Deeper that Employee Satisfaction
Emotional Biometric
Signature Analysis
Employee Satisfaction
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48. With limited resources it is important to understand
what actually drives Employee Satisfaction
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49. Let us know if you are interested to learn of the drivers for
other aspects of the employee expereince
Stimulus: Response: Effect:
the attributes of the The internal The outcomes the
employee experience emotional response business is interested
the business controls the employee has, in impacting
often subconscious
What the business What the employee
How employees feel
does experience is
Fellow Colleagues Happy Dissatisfied Employee Satisfaction
Relationship with direct Pleased Frustrated Switching jobs
boss Trusting Disappointed Recommendation
Leadership & Vision Valued Irritated
Company culture Cared for Stressed Their closeness to the
Salary & Benefits Safe Unhappy company
Empowerment Focused Neglected Fairness in measuring
Office environment & Stimulated Hurried their performance
amenities Energised Whether training is
Open Communication Pampered adequate
channels Interested
Exploring
Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 49