Companies everywhere talk about how important the customer experience is, and they’re not wrong – it’s a top priority for us, too, because without our customers, we’d be out of business. But at Clario, we place just a little more importance on driving an exceptional employee experience.
I’ve found that employees who are invested, feel recognized and challenged, have a sense of fun, and feel tied to the mission of the organization tend to deliver an outstanding customer experience. The quality of the product they deliver is better, the way they support customers is better, and they’re more empathetic toward the customer and what they experience every day. When you have invested employees, all of that comes a little easier.
Having a superior employee experience is important for a variety of reasons, especially given today’s hypercompetitive job market. It’s easier than ever to find a new job, which is why it’s so critical to work on elevating the experience your own employees have every day. We do this by cultivating a workforce that values diversity and inclusion and ensuring that they’re doing meaningful work, feel recognized, are compensated well, and have a transparent career path.
IT’s role in the employee experience
Leaders in every organization are responsible for helping the company become a destination employer. You want to create the right culture, hire the right people, and demonstrate servant leadership. That’s important no matter where in the organization you work; in IT, however, our role is unique – we can play a big part in improving the employee experience through the technology and services we support.
Take the onboarding process, for example: If a new employee arrives on their first day and no one knows who they are, their laptop isn’t ready, and no one has properly welcomed them, that’s a terrible experience. But when you place high importance on the employee experience, that picture looks radically different: The new employee’s equipment is ready, they know what their role is in the organization, and all their systems and applications on their laptop work. When you check in with them to make sure everything is ok, that employee will feel like they’re welcomed, known, and cared about.
In a broader sense, IT plays one of the most important roles in removing any employee friction. We have opportunities to automate or digitize manual processes, remove duplicative systems or logins, and fix systems that don’t talk to one another. We can avoid pushing out patches when they’re in the middle of something important, we can reduce the time they spend on a help desk call, and we can simplify how many logins they must manage. When we proactively remove these big rocks from the employee’s backpacks, we lighten their load and enable them to focus on more value-added work.
Some of the opportunities IT tackles to improve the employee experience wouldn’t be labeled as groundbreaking, cutting-edge initiatives. But it’s necessary work. Take time to sit and talk with your employees and get as much data as you can out of your help desk and ticketing systems. This will help you identify trends and proactively tackle problems in the employee experience – before your employees get so burned out that they leave. When the organization knows you care about the “little” things, you’ll earn the trust you need to tackle the big things.
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