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Archive | Employee Experience Management

The Meaning, Measurement and Analysis of the Employee Experience

Managing the employee experience is critical to the success of your business. Employees, after all, build the products and deliver service to your customers.  In short, they help ensure the customers receive a great customer experience, which translates into happier, loyal customers. Consequently, business leaders are seeking to better understand how to improve the quality of […]

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Your Relative Performance: A Better Predictor of Employee Turnover

Last week, I compared two employee turnover metrics. One metric was a self-reported measure gathered through surveys. The other metric reflected the employment status at a later date (the objective metric). The analysis showed that, while self-reported intentions to quit predicted whether or not the employee actually quit, the correlation between the two metrics was only r […]

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Self-Reported Intentions vs Actual Behaviors: Comparing Two Employee Turnover Metrics

Reducing employee turnover is an important way to improve how a company performs. It is estimated that employee turnover costs companies 16% of the annual salary (< $35K) of lower paying jobs and up to 75% of annual salary (> $75K) of higher paying jobs.  These costs comes in many different forms, including the cost due to […]

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Understand Your Company Ecosystem to Improve Company Performance

We have much evidence that effective customer experience management (CEM) needs to include an understanding of your employees' experience as well as your business partners' experience with your company. These constituencies are your face to the customers and have an impact on how the customer perceives you. For example, I found evidence that employee metrics, including job satisfaction […]

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