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”

Customers and Employees: Connected Experiences

• Action time is needed.• Customer experience will not

work without real customer and employee focus.

• Don´t overlook your customer compared to your employee experience, they ´re connected experiences.

• Employees agree with your customers .

• A new approach in human resources is needed as you´re starting to see the business and customers in a more experiential way.

Experience Based Employee: The new employee profile

The new set of skills and profile wich will help us improve our experience performance:

Experience Based Employee

- Emotional Involvement & connection with brand and customers.

- Values and understands Customer & Employee experience.

¿Do you know,recruit,and value him?

¿How do we engage them?

• Map also the employee experience and its touchpoints and then add value to the journey.

• Do it collaboratively with their involvement.

• Touchpoint brainstorming.

Case Study 1- The virtual Job Tryout

• Adding Value to the Recruitment process with the Virtual Job Tryout

- Leave a more positive impact on this important touchpoint.

- Customize and brand this part of the journey.

- A better approach for hiring the best candidates.

Achievement Sample

Position: Bank teller within a large U.S Banking company

• Objective Metrics• 47% Faster at Completing Training Courses• 42% Greater Number of Referrals• 30% Higher Rate of Cash Drawer Accuracy• Supervisor Ratings• 11% Stronger on Technical Skills• 10% Faster in Transaction Efficiency• 8% Higher on Delivering the Customer Experience

Create the “wow”experience

That engages…

¿Can we build a better reward system?

Reward according to the depth of the connection

achieved.- Define different levels of

connection between a customer relationship.

- Encourage your team to scale the relationships to

the top level.

Case Study II- Pret a Manger

Keypoints

• Staff get a say in who joins their team.

• Staff gets well paid.• Real employee focus

and investment.• A branded employee

experience.

Rational vs Emotional tool

• Example :Designing an emotional

workplace

- Rational elements : Corporate Communication items (i.e Budgets, check-lists,….).

- Bringing the emotional side : designing a relaxing corner with musicplayer, table tennis set, a captivating scent,…

Employees as Customer Experience Partners

- Creating the Touchpoint Commitee.

- Experience Gathering.

- Experience Tours.

Thanks

¡¡Let´s connect !!

Twitter : @DavidCamps

Consulting : dcamps@client-experience.com

www.client-experience.com