The Employee Experience Advantage

Research Shows Organizations That Focus on Employee Experience Far Outperform Those That Don't Recently a new type of organization has emerged, one that focuses on employee experiences as a way to drive innovation, increase customer satisfaction, find and hire the best people, make work more engaging, and improve overall performance. The Employee Experience Advantage is the first book of its kind to tackle this emerging topic that is becoming the #1 priority for business leaders around the world. Although everyone talks about employee experience nobody has really been able to explain concretely what it is and how to go about designing for it...until now. How can organizations truly create a place where employees want to show up to work versus need to show up to work? For decades the business world has focused on measuring employee engagement meanwhile global engagement scores remain at an all time low despite all the surveys and institutes that been springing up tackle this problem. Clearly something is not working. Employee engagement has become the short-term adrenaline shot that organizations turn to when they need to increase their engagement scores. Instead, we have to focus on designing employee experiences which is the long term organizational design that leads to engaged employees. This is the only long-term solution. Organizations have been stuck focusing on the cause instead of the effect. The cause is employee experience; the effect is an engaged workforce. Backed by an extensive research project that looked at over 150 studies and articles, featured extensive interviews with over 150 executives, and analyzed over 250 global organizations, this book clearly breaks down the three environments that make up every single employee experience at every organization around the world and how to design for them. These are the cultural, technological, and physical environments. This book explores the attributes that organizations need to focus on in each one of these environments to create COOL spaces, ACE technology, and a CELEBRATED culture. Featuring exclusive case studies, unique frameworks, and never before seen research, The Employee Experience Advantage guides readers on a journey of creating a place where people actually want to show up to work. Readers will learn: The trends shaping employee experience How to evaluate their own employee experience using the Employee Experience Score What the world's leading organizations are doing around employee experience How to design for technology, culture, and physical spaces The role people analytics place in employee experience Frameworks for how to actually create employee experiences The role of the gig economy The future of employee experience Nine types of organizations that focus on employee experience And much more! There is no question that engaged employees perform better, aspire higher, and achieve more, but you can't create employee engagement without designing employee experiences first. It's time to rethink your strategy and implement a real-world framework that focuses on how to create an organization where people want to show up to work. The Employee Experience Advantage shows you how to do just that.

Auteur

JACOB MORGAN is a best-selling author, keynote speaker, futurist, and co-founder of The Future of Work Community, a brand council of the world's leading organizations exploring how the workplace is changing. A highly sought after expert worldwide, he is regularly featured in media publications such as Forbes, Inc., The Wall Street Journal, and many others. He has a regular podcast show on iTunes and a weekly show on Youtube where he shares inspiring and motivational videos on the future of work. He is the bestselling author of The Future of Work and The Collaborative Organization. Jacob lives in Alameda, California with his wife, daughter, and two dogs. To learn more about Jacob and get access to his content visit: TheFutureOrganization.com or email him: Jacob@TheFutureOrganization.com

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PRAISE FOR THE EMPLOYEE EXPERIENCE ADVANTAGE "To attract and retain the best talent, we must focus on creating an innovative employee experience. Jacob's book shares case studies, research and unique models to demonstrate the incredible value of building amazing teams and transforming how work is done to positively impact business results."
?Chuck Robbins, CEO, Cisco "Companies that invest time and energy in the employee experience will crush those that don't. This book and the research behind it proves that. Wanna win? Read this!"
?John Legere, President and CEO, T-Mobile US "Well researched, intriguing, and practical. Jacob has written a book that any business leader should read if they want to learn how to attract and retain the best and the brightest talent."
?Peter Brabeck-Letmathe, Chairman of the Board of Nestlé SA, Vice- Chairman of L'Oréal and Vice-Chairman of the Foundation Board of the World Economic Forum "An inspiring, thoughtful and practical book, filled with specific ideas and concrete examples that will make it an indispensable resource for anyone on the journey to building a purposeful, successful, and vibrant organization."
?Hubert Joly, CEO of Best Buy "Every few years a book comes along that will make you think differently about how you design your organization and treat your people. This is one of those books?a must read for employers."
?James R. Downing, MD, President and CEO of St. Jude Children's Research Hospital "Great employee experiences create great customer experiences. This book offers the data behind how and why culture, technology, and the physical workplace are so vital for success!"
?Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc.

Contenu

Foreword xiii

Acknowledgments xvii

We All Care about Experience (Introduction) xix

Part I The Evolution of Employee Experience 1

1 Defining Employee Experience 3

Utility 3

Productivity 3

Engagement 5

Employee Experience 6

2 Research on Employee Experience 11

A Note about the Research Sponsors 15

3 Employee Experience Drivers 17

Poor Success with Engagement 18

Engagement Measures Downward 18

Engagement Has Become the New Annual Review 20

Engagement Tends to Look at the Effect but Not the Cause 21

Engagement Surveys Are Exhaustingly Long 22

Engagement Acts as an Adrenaline Shot 22

The War for Talent 26

Skills Gap and Talent Shortage 26

Changing Demographics 27

Changing Face of Talent Competition 28

Psychology (and Sociology) 29

Business Turbulence 29

Technology 30

Alternative Work Arrangements and the Gig Economy 32

Growing Fast but Not Dominating 33

The Effect on Employee Tenure 35

People Analytics 38

People Analytics in Action 40

The Future of People Analytics 43

Transparency 45

Part II The Reason for Being and the Three Employee Experience Environments 49

4 Reason for Being 51

Statements from Leading Organizations 52

The Three Employee Experience Environments 56

5 The Physical Environment 59

Chooses to Bring in Friends or Visitors 61

Offers Flexibility 64

Organization's Values Are Reflected 67

Leverage Multiple Workspace Options 70

How Organizations Scored 74

6 The Technological Environment 77

Availability to Everyone 78

Consumer Grade Technology 82

Employee Needs versus Business Requirements 84

How Organizations Scored 86

7 The Cultural Environment 89

Company Is Viewed Positively 90

Everyone Feels Valued 95

Compensation and Benefits 96

Having Employee's Voices Heard 97

Organization Doesn't Ask 97

Organization Asks but Does Nothing 98

Organization Asks and Acknowledges 98

*Organization Asks, Acknowledges, a…