7. Employee Experience
This week our article has extra spice. I’ve spoken with Fernando Brancaccio, founder and partner at Far Job, about employee experience or EX.
Before anything, I once heard a sentence which I believe sums up the reason EX is so important to the final customer’s experience:
“Only happy people can deliver happiness.”
If your company does not take care of your employees first it will never be able to offer a good experience to its customers.
To give some context, a little more on Fair job
A management platform which uses neuroscience, technology and governance to measure, mentor and keep up with the cultural transformation of companies in the quest for a fairer and more productive workplace.
In this brief discussion we already have one of the great motives for which i wanted to talk to Fernando, he is a specialist in Neuroscience and gave me an exceptional lecture on emotions and sentiments.
We cannot speak of experiences, be they for the employees or for the customer, without studying in depth the manner with which people absorb information, build memories and perceive their own emotions and sentiment. As Fernando himself puts: “understanding emotions and behaviours is understanding people.”
Fernando explained to me Fair Job’s vision on how employee experience influences CX:
We believe employee engagement is directly connected to a better customer experience and vice-versa. After all, everybody likes being treated well and serviced in a competent and attentious manner. That is a two-way street, the more the employee is satisfied and motivated the better they’ll tend to the customer, who, delighted, will have a tendency to recurrently purchase, generating results for the company and the shareholders. The more a company respects the governance rules and the environment, the more value added value it begets society, transforming this scenario in a virtuous circle.
If any of these parties loses, nobody wins!
When he explained to me the process they apply to the companies, I was impressed with the similarity of format. The work is very similar to the work of the best CX teams I know.
They are able to measure which elements can be improved to increase employee happiness and, with the evolution of those, the effect on the growth of important indicators for the health of a company such as NPS, EBITDA / ROI.
Just as I’ve explained the data categories for CX in the 5th Milestone, the objective is to trace correlations between which elements of employee experience (or final customer) are responsible for ensuring “a Company’s Capacity to prosper”, as they call it at Fair Job.
Of course the objective is not to be better than anyone, but to be better than last day.
Like CX, creating an EX culture is no small task. The good news is that the works overlap in many moments, which makes perfect sense, for people are people and benefit from
Fernando has honored me with a tip which I cannot fail to share with you:
Be competent, loyal, just and act inline with your Values and Purpose that people shall trust you, and trust is the Neuroscientific basis for Engagement.
Trust is the fruit of coherence.
Originally published at https://www.linkedin.com.
