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Employee experience.key insights for staging it right.


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Presentation for the European Customer Experience World 2011. May 2011. London. Presentación, para el European Customer Experience World 2011. Mayo 2011. Londres.

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Employee experience.key insights for staging it right.

  1. 1. Employee Experience: Key insights for staging it right “ If you´re starting to have a new experiential approach within your customers and business model, you must extend this to your employees”
  2. 2. Customers and Employees: Connected Experiences <ul><li>Action time is needed. </li></ul><ul><li>Customer experience will not work without real customer and employee focus. </li></ul><ul><li>Don´t overlook your customer compared to your employee experience, they ´re connected experiences. </li></ul><ul><li>Employees agree with your customers . </li></ul><ul><li>A new approach in human resources is needed as you´re starting to see the business and customers in a more experiential way. </li></ul>
  3. 3. Experience Based Employee: The new employee profile <ul><li>The new set of skills and profile wich will help us improve our experience performance: </li></ul><ul><li>Experience Based Employee </li></ul><ul><li>- Emotional Involvement & connection with brand and customers. </li></ul><ul><li>- Values and understands Customer & Employee experience. </li></ul><ul><li>¿Do you know,recruit,and value him? </li></ul>
  4. 4. ¿How do we engage them? <ul><li>Map also the employee experience and its touchpoints and then add value to the journey. </li></ul><ul><li>Do it collaboratively with their involvement. </li></ul><ul><li>Touchpoint brainstorming. </li></ul>
  5. 5. Case Study 1- The virtual Job Tryout <ul><li>Adding Value to the Recruitment process with the Virtual Job Tryout </li></ul><ul><li>Leave a more positive impact on this important touchpoint. </li></ul><ul><li>Customize and brand this part of the journey. </li></ul><ul><li>A better approach for hiring the best candidates. </li></ul>
  6. 6. Achievement Sample <ul><li>Position: Bank teller within a large U.S Banking company </li></ul><ul><li>Objective Metrics </li></ul><ul><li>47% Faster at Completing Training Courses </li></ul><ul><li>42% Greater Number of Referrals </li></ul><ul><li>30% Higher Rate of Cash Drawer Accuracy </li></ul><ul><li>Supervisor Ratings </li></ul><ul><li>11% Stronger on Technical Skills </li></ul><ul><li>10% Faster in Transaction Efficiency </li></ul><ul><li>8% Higher on Delivering the Customer Experience </li></ul>
  7. 7. Create the “wow”experience
  8. 8. That engages…
  9. 9. ¿Can we build a better reward system? <ul><li>Reward according to the depth of the connection achieved. </li></ul><ul><li>Define different levels of connection between a customer relationship. </li></ul><ul><li>Encourage your team to scale the relationships to the top level. </li></ul>
  10. 10. Case Study II- Pret a Manger
  11. 11. Keypoints <ul><li>Staff get a say in who joins their team. </li></ul><ul><li>Staff gets well paid. </li></ul><ul><li>Real employee focus and investment. </li></ul><ul><li>A branded employee experience. </li></ul>
  12. 12. Rational vs Emotional tool <ul><li>Example : </li></ul><ul><li>Designing an emotional workplace </li></ul><ul><li>Rational elements : Corporate Communication items (i.e Budgets, check-lists,….). </li></ul><ul><li>Bringing the emotional side : designing a relaxing corner with musicplayer, table tennis set, a captivating scent,… </li></ul>
  13. 13. Employees as Customer Experience Partners <ul><li>Creating the Touchpoint Commitee. </li></ul><ul><li>Experience Gathering. </li></ul><ul><li>Experience Tours. </li></ul>
  14. 14. Thanks ¡¡Let´s connect !! Twitter : @DavidCamps Consulting :