Talking about employee experience involves the following questions:
Employee experience refers to people. Therefore, it requires a holistic approach that includes all aspects of each individual's life, not just work.
We talk about perceptions , and it is precisely these that influence first the employee experience and, subsequently, the CX.
When creating perceptions, it's essential to consider emotions and their impact on memory . Let's not forget that employees will make decisions about the company based on their memories of those most significant moments.
EX begins before the first contact with the organization and continues even after the employment relationship ends.
What is a good employee experience?
A positive EX translates into a positive work environment. That is, a physical, cultural, and technological setting where employees perform their work in satisfaction and harmony .
How can this be achieved? Human Resources must rich people database implement actions aimed at motivating and meeting the needs of employees, agents, and representatives.
Forrester claims that companies focused on EX reduce internal turnover and recruitment costs.
People consume experiences. The customer's relationship with the brand impacts decisions throughout the entire customer journey—even more so than the product or service offered.
Consequently, the quality of communication and customer service are factors that serve as criteria for choosing a brand, both for consumers and for the competition.
Employees, like customers, appreciate other aspects of the company. These are values and benefits that go far beyond mere financial compensation.
That is to say, in a sense, they are also customers of the brand and experience the working relationship as an experience. In this context, relationships are transformed.
If for customers, product quality isn't enough to motivate a purchase, for employees, compensation no longer means joining or staying with a company.