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    Employee experience-webinar-presentation Employee experience-webinar-presentation Presentation Transcript

    • The Real Drivers in theEmployee ExperienceQaalfa Dibeehi, Chief Operating and Consulting Officer,Beyond PhilosophyKalina Janevska, Consultant and Psychologist, BeyondPhilosophyElliott Hedman, Massachusetts Institute of TechnologyMedia Lab www.beyondphilosophy.com
    • Webinar Interface Review 1. Viewer Window 2. Control Panel GoToWebinar Example InterfaceBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 2
    • 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 ExperienceBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 3
    • Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 4
    • The Real Drivers in theEmployee ExperienceQaalfa Dibeehi, Chief Operating and Consulting Officer,Beyond PhilosophyKalina Janevska, Consultant and Psychologist, BeyondPhilosophyElliott Hedman, Massachusetts Institute of TechnologyMedia Lab www.beyondphilosophy.com
    • 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 experienceBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 6
    • Agenda Employee Experience defined Benchmark Metrics Employee Satisfaction Employee NPS Digging Deeper Emotional Signature Biometric Mirror Wrap upBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 7
    • 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.Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 8
    • 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.Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 9
    • 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)Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 10
    • 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)Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 11
    • 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.Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 12
    • Employee SatisfactionBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 13
    • Agenda Employee Experience defined Benchmark Metrics Employee Satisfaction Employee NPS Digging Deeper Emotional Signature Biometric Mirror Wrap upBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 14
    • Highly satisfied employees tend to exhibit above- Customer loyalty (56 %) *Source: Gallup Reports from Corporate Leadership Council Safety records (50 %)Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 15
    • 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% Companys reputation as an employer 3% Staff attitude directly accounts for 45% Source: Ipsos MoriBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 16
    • 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 SatisfiedBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 17
    • 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 basedBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 18
    • Agenda Employee Experience defined Benchmark Metrics Employee Satisfaction Employee NPS Digging Deeper Emotional Signature Biometric Mirror Wrap upBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 19
    • 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 SatmetrixBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 20
    • 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 SatmetrixBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 21
    • Agenda Employee Experience defined Benchmark Metrics Employee Satisfaction Employee NPS Digging Deeper Emotional Signature Biometric Mirror Wrap upBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 22
    • Going Deeper that Employee Satisfaction Emotional Biometric Signature Analysis Employee SatisfactionBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 23
    • Fellow colleagues Leadership & vision Company culture Salary & benefits Empowerment Relationship with direct boss Office environment & amenities Open communication channelsBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 24
    • 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 channelsBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 25
    • 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 ExploringBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 26
    • 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 TrackerBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 27
    • 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 TrackerBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 28
    • Agenda Employee Experience defined Benchmark Metrics Employee Satisfaction Employee NPS Digging Deeper Emotional Signature Biometric Mirror Wrap upBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 29
    • Going Deeper than Employee Satisfaction Emotional Biometric Signature Analysis Employee SatisfactionBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 30
    • Typical InterviewBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 31
    • Typical InterviewBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 32
    • Typical InterviewBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 33
    • (Fletcher, 2009)Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 34
    • Measuring ArousalBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 35
    • Emotions 101Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 36
    • (Kahneman, 1999)Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 37
    • Call CentersBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 38
    • Call CentersBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 39
    • What we wantBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 40
    • What We sawBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 41
    • The DetailsBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 42
    • ResultsBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 43
    • SolutionBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 44
    • Employee Experience Emotional Profile Emotional profile by role Source: Beyond Philosophy Experience Tracker10 Management Non-­Management9876543210 Emotional profile by recommendation score Source: Beyond Philosophy Experience Tracker10 Overall Employee Promoters emotional Profile Detractors9876543210 Beyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 45
    • Agenda Employee Experience defined Benchmark Metrics Employee Satisfaction Employee NPS Digging Deeper Emotional Signature Biometric Mirror Wrap upBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 46
    • Going Deeper that Employee Satisfaction Emotional Biometric Signature Analysis Employee SatisfactionBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 47
    • With limited resources it is important to understand what actually drives Employee SatisfactionBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 48
    • 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 ExploringBeyond Philosophy © All rights reserved. 2001-2011 www.beyondphilosophy.com 49
    • Thank YouContact usqaalfa.dibeehi@beyondphilosophy.comkalina.janevska@beyondphilosophy.comhedman@mit.edu www.beyondphilosophy.com