Employee Experience and Why It Matters Now More Than Ever

By January 14, 2020 No Comments
Employee Experience

Employee experience is impacted by the small moments and deeds at work.

Employee experience is the result of a worker’s observations and perceptions about his or her employment at a company. Most often, it is often influenced by physical workspace, work-life balance, and the technology that enables their own productivity and success.

Those involved in designing employee experience often borrow from what we have learned in customer experience management. using design thinking strategies to optimize the company’s work environment, culture, HR services, and events. Just as marketers work to understand the total customer experience at touchpoints across the entire customer journey, companies are creating employee journey maps that outline the steps employees go through in their lifecycles in order to address the goals, pain points and required actions at each step, or “moments that matter.”

An increasing number of HR titles include terms such as employee experience — for example, chief employee experience officer or employee experience leader. Often in the past, these roles were considered part of internal communications. But that is changing and today we see these positions occurring more in HR.

Employee Experience

Employee perceptions and experiences positively affect all aspects of your company’s processes.

The Impact of Employee Experience on Your Business

Your employees’ experience impacts all — from company culture to bottom line. Successful organizations attract and retain top talent knowing that as the economy improves, competition for these individuals increases. As a result, the need for effective talent acquisition and retention is always an important balance. Creating a positive memorable employee experience can help stabilize the see-saw effect created by economic fluctuations.

In order to create a prosperous business with a strong workforce and happy customers, you must first ensure that your employee perceptions and experiences positively affect all aspects of your company’s processes. Employees who perceive their work experience as good are more engaged, effective, and efficient in their role. Furthermore, retention rates are better and employees share their positive experiences with others, leading to better referrals for your organization.

Finally, employee experience is also important because it affects worker engagement. Higher engagement levels improve company culture and increase productivity, ultimately creating a positive impact on the company’s profits and revenue.

Mature Workers

Consider all interactions with leadership, software, teams, tactile and non-tactile aspects of the office environment.

Employee Experience vs. Employee Engagement

While employee experience may sound very similar to employee engagement, it is not.  Employee engagement is the level or degree to which employees feel passionate about their job. Studies show that engagement often equates to perks but this does not equate to developing a long-term strategic approach to loyal, productive employees. When working with employee experience, consider all interactions with leadership, software, teams, tactile and non-tactile aspects of the office environment. Examining the full spectrum of employee experience throughout the organization gives you a complete picture or a holistic view of what everyone experiences. Use the journey map as you would with customer experience, replacing the customer touchpoints with employee touchpoints. Every experience influences attitudes and behaviors, and ultimately outcomes.

How Important is Employee Experience?

In a study by Deloitte University Pressalmost 80% of executives worldwide rated employee experience as important or very important. This is not surprising. When the employee experience is good, employees are happy, engaged, and able to get their work done efficiently. The bottom-line results improve.

Employee Experience

Gathering continuous employee feedback can yield important information.

Create a Great Experience for Your Workforce

To develop a positive employee experience, stakeholders and designers define employee personas and segment different groups’ needs. Surveys, people analytics and talking to employees one-on-one or in small groups can boost the accuracy and effectiveness of a company’s employee experience map. Employers should not make assumptions about what their workers might want or need. Instead, they should hear from the employees directly. The only people that will clearly know how to elevate the employee experience are the employees themselves.

Gathering continuous employee feedback yields important information, such as:

  • why and when candidates make a decision to work for a company;
  • how effective the onboarding process is;
  • what changes will benefit the culture as the company grows;
  • new ideas for improvement; and
  • ways management can network with employees and one another.
Diverse Workers

Workers should be celebrated when they hit their key performance indicators.

Celebrating Strong Work Performance

Performance management can also create a strong employee experience. Go beyond performance management software. Engage with the employee, not just their work and goals. For example, t optimize performance with:

  • Alignment. Sync your employees’ personal and career goals and values with the business purpose, values, and mission. This helps create strong employee experience where workers feel fulfilled both personally and professionally.
  • Engagement. Focus on finding ways for employees to unleash passion and creativity through their work. This creates a sense of fulfillment that strengthens the employee experience.
  • Capabilities. Give employees the new skills and knowledge necessary to complete their work and excel in their performance.

Similarly, recognition impacts employee experience. Celebrate workers when they hit their key performance indicators (KPIs) or sales goals. Recognize hard work and appreciate them. This creates a sense of value, making employees recognize that they are an essential part of the company and what they are doing really does matter.


Delivering a great employee experience must involve a holistic approach and recognize all touchpoints in the business.

These Four Things Can Improve Your Employee Experience

1. Good Technology

Good technology enables you to streamline communication and processes thus improving company culture and engagement. It will help you join together the entire work experience and approach it holistically. If you want more details, check out how intranets improve employee engagement.

Still, good technology can’t do all of the work. Once you’ve laid the groundwork for positive employee experience, the rest relies on the human equation. Whether this means communicating through chat, recognizing others publicly for good work, or simply keeping files updated and available, it’s up to the users to improve the employee experience through technology.

2. Honest Open Talk

Open channels for communication encourage dialogue. This can be done through technology or with more traditional methods. Regardless, everyone in an organization should know how to connect with each other and who to connect with on specific issues. For dialogue to be honest, employees also need to feel safe to share their true thoughts and feelings, without negative repercussions. Obviously, this requires trust and respect throughout the workplace. There are many excellent ways to build trust in the workplace.

3. Be Genuine

As mentioned earlier, organizational culture is holistic. It’s not simply about following processes that have been previously laid out. Interactions with employees should be empathetic and thoughtful, regardless of where you are or what you’re discussing. Your employee experience should be genuine and you should take every opportunity to deliver an excellent experience for all.

4. Positive Empowered Leadership

Leadership and management teams have a large influence on the culture. If you’re an executive, ensure that the leaders reporting to you are empowered to take positive action and know what’s expected of them. For example, consider a move from command-and-control managers to high-performance coaches. Manhattan Resources helps your business achieve its goals through our business solutions practice. In this custom practice, our firm supports your complex business needs to provide you with insight and execution to meet difficult challenges.

High-Performance Teams

Leadership and management teams have a large influence on the culture.

About Manhattan Resources

Manhattan Resources is a retained executive search and advisory services firm with deep experience assisting our clients in building high-performance teams. We specialize in oil & gas, retail energy, power & utilities, petrochemicals, manufacturing, distribution, and engineering. For this reason, Manhattan Resources invites you to experience an executive search and business solutions partner like no other. As always, we’re there to help you fill mission-critical leadership roles, build high-performance teams, and tackle your most significant challenges. We measure our success the same way you do. Making sure your team is exceeding corporate objectives and measuring how much our people move the needle for your company. Manhattan Resources has the agility, innovation and business acumen to assume a bold approach. As a result, we will help you take your business to the next level. Find out how the experts can help. Contact Us >>.

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