We’ve talked a lot about how service management software can be used to create a better customer experience (CX). And, it is clear that when it comes to meeting evolving customer expectations, investing in the right technology is vital.
However, businesses that genuinely want to stand out (for all the right reasons!) should also take the time to focus on the employee experience (EX), and look at what they can do to offer exceptional service to employees.
What is employee experience (EX)?
According to Mark Levy, the former head of Employee Experience at Airbnb, EX is “anything that sets employees up for success or improves our culture.” It describes the way employees interact with an organisation, from the very first point of contact as a potential recruit to the end of employment.
Today, too many companies think throw-away perks like ping-pong tables in the office, Pizza Friday’s, and free gym memberships are all they need to create great EX. But, while such tactics might play a small part in making employment more fun, EX is much more sophisticated than that.
EX is about the holistic day-to-day experiences an organisation provides. It’s about making the way you treat your staff just as important as the way you treat your customers. And it’s about engaging with employees in ways that encourage them to stay and flourish within your organisation.
What are the benefits of providing great EX?
Research shows that companies that invest heavily in EX are ranked highly across many “best places to work” surveys. This is becoming increasingly more crucial when it comes to attracting and retaining more staff. What’s more, they are also seen to be more innovative. For example, they are 2.1 x more likely to appear on the Forbes list of the World’s Most Innovative Companies. They also appear more often in customer satisfaction indexes, and have 4 x more profit and 2 x the average revenue.
How can you deliver great EX?
One way to boost EX and overall employee satisfaction by using technology more successfully at work. Here are just some of the reasons why:
- Employees are frustrated with unproductive working practices. The better tech is used, the more productive employees feel. And, an employee who ends their day knowing they have been productive is likely to be a lot happier than one that hasn’t been given the tools they need to do their job properly
- Technology provides employees with extra freedom. Changing attitudes and new technologies are shaking up the traditional working environment. Today, fewer people sit at their desks 9-5 than ever before; with mobile working now a key priority for most employees. With technology helping to cultivate new working patterns, the more it is used, the greater choice employees have about how and where they get their jobs done; and the happier they will be
- Tech can be used to help foster trusted relationships. Reports have found that employees who feel trusted have a greater sense of responsibility and give a better performance. Of course, some roles require set hours and an on-site presence. But where technology can be used to accommodate flexible working practices, employees rise to the challenge. Organisations and employees benefit from increased performance and morale
- Technology helps to reduce the burden of tedious work. Most employees become frustrated with paperwork. However, with compliance more critical than ever, putting this off isn’t an option. With the right tech, admin and regulatory work can be streamlined, standardised and simplified. So, managers spend less time chasing teams to keep their paperwork up-to-date, and employees spend less time on admin and more on tasks they enjoy.
Contact us to find out more about how we can help your employees to become more productive and more fulfilled.
 Jacob Morgan, The Employee Experience Advantage