It’s amazing how quickly things can change. At the beginning of the year, organizations struggled to recruit and retain workers in one of the tightest job markets we’ve seen in decades. Then COVID-19 became a global pandemic and entire sectors of the economy shut down, unemployment soared to levels not seen since the Great Depression, and governments issued stay-at-home orders that lasted for months. And now, as restrictions slowly ease in some areas while others are dealing with additional spikes in coronavirus, it’s hard to say with any certainty what will happen next.
One thing that hasn’t changed? Experience — and especially employee experience — remains the biggest differentiator for most companies. While it might be tempting to tap the brakes on or entirely eliminate employee programs like training and development right now, it may not be the best move for your company in the long term.
Why Businesses Will Fail Post-COVID-19 Without A Focus On Employee Experience
The link between employee experience and customer experience is well established. Businesses with happy, engaged employees consistently report high levels of customer satisfaction and loyalty.
Most companies struggled to deliver on employee experience even before COVID-19: 87 percent of employees reported feeling unengaged in 2018. By contrast, 75 percent of employees in companies that lead in customer experience are highly or moderately engaged. Those same companies outperform their competition across multiple factors, including average profit, average revenue and employee growth.
Every interaction someone has with your brand — on the phone, online or in that last mile before a purchase — comes with higher stakes. As an extension of your brand, an employee who goes the extra mile to help someone get the product or service they need now can create a lifelong customer; a broken promise can cause a loyal customer to look elsewhere. In short, the impact of employee experience on customer experience now has even more potential to make or break a business.
Equipping your team with the support and resources they need to do their jobs well and enjoy their work ensures they will provide a great experience for your customers.
Enhance Your Employees’ Experience with Training and Development
Here are three ways you can use training to create a positive employee experience today:
1. Prepare employees quickly for new or changing roles
The recent influx of millennials into the workforce already had many organizations worried about growing knowledge gaps. As businesses reorganize or reallocate resources in an effort to survive the economic downturn, many employees find themselves taking on new or more roles. Even those still doing the same job may have trouble adjusting to working from home or experience higher levels of stress or anxiety.
Effective training content that is delivered regardless of a physical location can help employees more quickly adapt to new roles or responsibilities and prepare them for the radically different world of work we expect to see during and after this crisis.
2. Personalize the learning experience
The degree to which a company can tailor the learner experience to individual employee preferences directly impacts the success of training initiatives. At a minimum, learning content should accommodate the varying language, learning style and device needs of the increasingly global workforce. The most effective training leverages learner data to deliver content that is both engaging and highly personalized.
3. Align your organization with your mission and values
As the pillars of your employee experience, it’s critical to keep reinforcing and modeling your company’s mission and values, especially during times of uncertainty or disruption. Training offers an opportunity to ensure your team is aligned on the expectations and standards that make up your unique culture — communication, teamwork, customer service, integrity, etc. — to ensure everyone is working effectively towards the same objectives.
In the new world of work, you’ll need a committed workforce to help you reestablish operations and recoup lost revenue. Effective training can help your business build an employee experience to ensure you have a quality talent pool when you are ready to get back to business as usual. Businesses that don’t prioritize employee experience now, on the other hand, will see a devastating effect on the customer experience that will significantly delay or impede their ability to recover from the crisis.
Source : https://www.hr.com/en/magazines/hr_strategy/july_2020_hr_strategy_planning/why-employee-experience-matters-more-now-than-ever_kcye0b5d.html