The idea of the employee experience is quite different to Human Resources (HR). It is about having a mindset shift on “I wasn’t quite thinking of my people like that”.
So we ask ourselves, what is the employee experience?
Let’s define our terms, the employee experience is the end state of a unified physical and digital platform or experience that equips and empowers teams, particularly leaders that aim to create inspirational branded moments at every stage and touchpoint of the customer journey. It is the sum of the parts of how we retain, grow, keep, reinvent the talent throughout an organization.
As a result, it is a different mindset from just thinking about HR.
There’s this dance going on between talent and people who can foster and grow that talent and pay compensation for that talent.
Twenty or thirty years ago, there was a lot less competition for talent. There was a higher likelihood that our parents spent 10 or 15 years in a row within the same career.
Now, not only is there competition for employees and a fight for talent but there are a lot of substitutes. So, the capacity to freelance or be your own boss is an easier thing to do today than it was 20 or 30 years ago.
At Waymaker, we talk about employee talent rather than employees, despite the industry talking about this idea of employee experience.
Talent needs nurturing, and whether we're onboarding new employees, freelancers, or a contractor, we must imagine the end state of a unified digital and physical platform that will empower and equip these companies to create those momentous customer experiences at every stage and touchpoint.
Answer. Amazing brand moments.
The employee experience doesn’t just exist for the employee - it is there so they can deliver amazing customer experiences and that’s why it’s question 6.
It determines how we create the talent that will create the customer experience - designed by the business model, positioned by the strategy, serving this market and ideal customer in order to accomplish this purpose and deliver this ultimate vision.
Our talent exists to serve the customer, so it's also a value proposition for our company. Not just for the leader or the manager - the customer does not just exist so we can attract talent, but so they can obtain value we are able to provide.
Take a step back and think about what your employee journey looks like?
Jump into any of our playbooks and resources in Waymaker Academy and start setting up your employee journey.
To get started, learn where you sit on the employee experience curve. Don't forget to check out our recent blog post on 'Lead with Employee Experience'
