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Employee experience – a key success factor

Future-proof HR needs to tick all the boxes

Employee loyalty stems from more than good pay, free coffee and flexible working hours. It’s the employee experience that really counts – all the things that happen in the time someone works for a company. Positive experiences make for moremotivated, loyal and contented employees. The challenge facing HR is therefore to develop a talent management strategy that meets the workforce’s growing expectations. Digitalization plays a key role in this respect but is far from the only factor.

What do employees and customers have in common?

Do staff fall into the same category as customers? Most HR personnel would probably be incredulous when first asked this question, believing the differences to be as clear as day. But is that really the case? One thing skilled workers and talented young career starters have in common with customers is how companies vie to attract them. They also have numerous options to choose from – something else they have in common – so keeping them with the company for as long as possible is a vital task. That being the case, it’s no coincidence that the thinking behind the employee experience is derived directly from the customer experience concept, that is to say the idea that the only way of finding and retaining customers is to ensure positive experiences throughout the customer journey. 

 

 

Talent management is experience management

“The employee experience concept requires organizations to analyze, evaluate and, if necessary, optimize the quality of experience offered by existing structures and processes throughout the employee lifecycle,” states tts Talent Management Consultant Judith Widauer. One important thing to bear in mind is that staff always rate their company as a whole, based on the sum of their personal subjective experiences. Five dimensions play a certain role here:

  • The feeling of belonging to a team, a group or the organization
  • The conviction that their work is important and worthwhile
  • Energy, motivation and stimulating exertion at work
  • A feeling of achievement once a job is done
  • A general feeling of satisfaction and contentment associated with work

“The better the candidate experience, the higher the chances of getting talented applicants interested in your company.”

 

Judith Widauer, Talent Management Consultant tts

Culture, workplace and technology are key

The question of how these dimensions can be used to create a positive employee experience focuses above all on culture, workplace and technical equipment. The most elusive of these three focal points is corporate culture, which also makes it particularly hard to change. It encompasses values, a code of conduct, traditions, the company’s purpose, and the impact of hierarchies and processes on day-to-day working life. “To bring about a positive change in culture, it’s vital to consider what employees need. This can be ascertained, for example, through close contact with staff,” says Widauer.

As with the workplace – which needs to create a good atmosphere and enable staff to interact with colleagues but also concentrate on their work – the technical equipment must also help employees feel well looked after. “However, technology at the workplace only has a positive impact on the employee experience if it facilitates team communication and collaboration and also makes day-to-day work more efficient,” explains Widauer. 

Bright outlook for talent management as a collaborative process in the cloud

It can be useful to reinforce measures of this kind with a digital employee experience process. HR can gain a key strategic edge by introducing a cloudbased talent management system such as SAP SuccessFactors. On the one hand, such systems provide an overview of the entire employee lifecycle – from recruitment and talent development to filling vacancies based on applicants’ strengths. On the other, transferring responsibility for staff and skills development to the operational level makes companies far more agile and flexible. For example, the most efficient systems involve the relevant departments in the recruitment process and use cutting-edge communication tools to ensure a positive candidate experience – from the initial contact all the way through to onboarding. “The better the candidate experience, the higher the chances of getting talented applicants interested in your company,” stresses Widauer.

Supported by a number of self-service solutions, customized training, continuous coaching and regular feedback, employees can take more responsibility for developing their skills and decide how best to organize their workload. 

Ticking all the boxes for staff and applicants

1. Start with the candidate experience. Efficient recruitment processes, gamification and mobile functions make a company more appealing to applicants.

2. Offer your staff positive experiences. Contented employees are motivated and committed and identify with the company. Using state-ofthe-art technology can help identify people’s needs and respond flexibly.

3. Provide the variety staff need. This could take the form of an alternative room concept, continuous feedback or a network-based organization. Digitalization makes internal communication more enjoyable.

4. Get mobile. Straightforward, mobile talent management solutions that are easy to operate make it easier for users to deal with the complexities of everyday working life.

5. Offer “any time, any place” training. Staff will appreciate customized solutions that they can also access on the move if need be

Facts & Figures

  • Culture, working environment and technology are the most important factors for a positive employee experience
  • Cloud solutions transfer HR processes to an operational level and boost agility because they can be organized by staff themselves
  • tts offers professional HR cloud transformation services
  • End-to-end approach com­bining consulting, implementation and application management from a single source
  • Add-ons developed in-house simplify processes and boost user acceptance
  • Seal of quality: 4 REX (Recognized Expertise) certificates for the DACH region (Germany, Austria and Switzerland)