The Employee Experience Advantage

Book description

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.

Table of contents

  1. Cover
  2. Title Page
  3. Copyright
  4. Dedication
  5. Foreword
  6. Acknowledgments
  7. We All Care about Experience (Introduction)
    1. Note
  8. PART I: The Evolution of Employee Experience
    1. Chapter 1: Defining Employee Experience
      1. Utility
      2. Productivity
      3. Engagement
      4. Employee Experience
    2. Chapter 2: Research on Employee Experience
      1. A Note about the Research Sponsors
    3. Chapter 3: Employee Experience Drivers
      1. Poor Success with Engagement
      2. The War for Talent
      3. Technology
      4. Alternative Work Arrangements and the Gig Economy
      5. People Analytics
      6. Transparency
      7. Notes
  9. PART II: The Reason for Being and the Three Employee Experience Environments
    1. Chapter 4: Reason for Being
      1. Statements from Leading Organizations
      2. The Three Employee Experience Environments
      3. Note
    2. Chapter 5: The Physical Environment
      1. Chooses to Bring in Friends or Visitors
      2. Offers Flexibility
      3. Organization's Values Are Reflected
      4. Leverage Multiple Workspace Options
      5. How Organizations Scored
      6. Notes
    3. Chapter 6: The Technological Environment
      1. Availability to Everyone
      2. Consumer Grade Technology
      3. Employee Needs versus Business Requirements
      4. How Organizations Scored
      5. Note
    4. Chapter 7: The Cultural Environment
      1. Company Is Viewed Positively
      2. Everyone Feels Valued
      3. Compensation and Benefits
      4. Having Employee's Voices Heard
      5. Employees Are Recognized for the Work That They Do
      6. Legitimate Sense of Purpose
      7. Employees Feel like They're Part of a Team
      8. Believes in Diversity and Inclusion
      9. Referrals Come from Employees
      10. Ability to Learn New Things and Given the Resources to Do So and Advance
      11. Treats Employees Fairly
      12. Executives and Managers Are Coaches and Mentors
      13. Dedicated to Employee Health and Wellness
      14. How Organizations Scored
      15. Notes
    5. Chapter 8: The Employee Experience Equation
  10. PART III: Why Invest in Employee Experience?
    1. Chapter 9: The Nine Types of Organizations
      1. inExperienced
      2. Emerging
      3. preExperiential
      4. Experiential
    2. Chapter 10: Employee Experience Distribution
    3. Chapter 11: The Business Value of Employee Experience
      1. Customer Service
      2. Innovation
      3. Employer Attractiveness
      4. Admiration and Respect
      5. Brand Value
      6. Other Lists
      7. Note
    4. Chapter 12: Business Metrics and Financial Performance
    5. Chapter 13: The Cost of Employee Experience
      1. Note
  11. PART IV: Building the experiential organization
    1. Chapter 14: System 1 versus System 2 Experiences
    2. Chapter 15: The Employee Experience Design Loop
      1. Respond
      2. Analyze
      3. Design
      4. Launch
      5. Participate
      6. Example: General Electric
      7. Example: Airbnb
      8. Note
    3. Chapter 16: The Starbucks Model of Transparency
      1. Note
    4. Chapter 17: The Employee Life Cycle
    5. Chapter 18: Moments That Matter or Moments of Impact
      1. Specific Moments That Matter
      2. Ongoing Moments That Matter
      3. Created Moments That Matter
      4. Moments That Matter at Cisco
    6. Chapter 19: Moments That Matter and Employee Experience
    7. Chapter 20: The Employee Experience Pyramid
    8. Chapter 21: What about the Actual Work?
    9. Chapter 22: Who Owns the Employee Experience?
      1. Initiated by the CEO and Executive Team
      2. Owned by the People Team
      3. Driven by Managers
      4. Championed by Everyone
    10. Chapter 23: A Lesson from Airbnb
    11. Chapter 24: The Role of Employees
    12. Chapter 25: Where to Start
      1. You Have to Care, Really Care
      2. Define a Reason for Being
      3. Build a People Analytics Function
      4. Build or Improve the Experience Team
      5. Deploy Feedback Tools/Mechanisms
      6. Implement Cool Spaces, ACE Technology, and CELEBRATED Culture
      7. Example: Adobe
      8. Identify and Create Moments That Matter (or Moments of Impact)
      9. Think of Your Organization like a Lab Instead of a Factory
      10. Notes
    13. Chapter 26: Focus on What Makes Your Company Unique
      1. Notes
    14. Chapter 27: Size, Industry, and Location Don't Matter
      1. Always Improve
      2. Think like a Laboratory
      3. Move Beyond Checklists
      4. Put People at the Center and Know Them
      5. Design with, Not For
      6. Care
      7. Focus on What Makes You Unique
    15. Chapter 28: A Futurist's Perspective
  12. Appendix
  13. Index
  14. End User License Agreement

Product information

  • Title: The Employee Experience Advantage
  • Author(s): Jacob Morgan, Marshall Goldsmith
  • Release date: March 2017
  • Publisher(s): Wiley
  • ISBN: 9781119321620