Employee experience: moments that matter
Last week, I closed the chapter on an enriching, almost decade-long career with PwC to embark on an exciting new journey.
Times of transition are ripe for reflection, and this one has me contemplating what truly makes a great employee experience.
Reflecting on my time at PwC, what stands out are the moments I was made to feel valued and cared for.
Turns out, I'm not alone in feeling this way.
Research shows that when it comes to shaping and characterising the employee experience — moments matter most.
The power of moments
“Moments that matter” are key events, initiatives and experiences that have a positive or negative impact on how someone feels about their time with an organisation.
When employees experience more positive moments that matter, they are more engaged, productive, and loyal. They feel connected and valued, and are more likely to contribute positively to the organisation. This translates into better business outcomes such as increased revenue, higher profits, reduced turnover costs and access to top talent.
On the other hand, if we get these key moments wrong, they become pain points that negatively impact all of the above.
If we identify what moments matter to our team, and craft them in a way that minimises pain and maximises the fulfilment of our people’s needs and desires, we can influence the somewhat hard-to-grasp concept of the “employee experience.”
Where to influence: which moments that matter
You can’t influence every single second of an employee’s day. Start by plotting out key moments that are likely to be memorable and important, and consider how you might positively influence them.
This will help you create a targeted plan of action for crafting an outstanding employee experience.
Some moments matter to us more than others. There are three key types to consider:
1) Milestone moments
Milestone moments are formative personal and professional moments that are likely to occur over an employee’s journey.
When it comes to forming an employee experience strategy, these should be top of your list because they are very memorable and high-impact. This means the stakes are high if you get them wrong. For example:
Onboarding - first impressions count
Offboarding and exits
Life events – i.e. birthdays, weddings, the death of a family member, taking and returning from parental leave.
2) Rituals and rhythms
These are events that happen regularly and shape the employee experience over time. Alone, they may not be as memorable or high-impact, but their influence stacks up gradually. For example:
Meetings - i.e. stand-ups, WIPs and retrospectives
Annual reviews - i.e. performance reviews, goal-setting conversations, feedback conversations
Holidays and anniversaries
3) Tailor-made moments
Tailor-made moments are designed specifically by you and your team to enhance your unique company’s employee experience. Once you get the foundational moments right, tailor-made moments are a chance to elevate your employee experience to the next level. They can be the difference between a happy employee and a lifetime company advocate. For example:
Development programs and career conversations
Recognition and rewards
Ways of working
Team events and social activities
How to influence: Leadership is make or break
It’s not enough to understand where we can influence. It’s important to look at how we can make a moment positive.
The secret ingredient to creating moments that matter is effective leadership.
Leaders must be empowered to customise experiences and minimise pain points. It's not enough to have a holistic strategy; the execution of these strategies must be personalised and adapted by leaders who know their people well.
Practical Steps for Leaders
Get to know your team: One of the most significant insights we've gathered is that everyone has a deep-seated need to feel understood and appreciated. This understanding starts with getting to know your team members on a personal level. Sometimes, simple actions like a coaching session, a specific role assignment, or a well-timed compliment can have a significant impact.
Customise moments for your people: Avoid a generic approach. Tailor moments to your people. For example, rewards and recognition schemes; while some may appreciate public recognition, others might find more value in a personalised gift or a thoughtful note. It's about knowing what makes each person tick and tailoring your approach accordingly. You might experiment with things like new ways of working i.e. 4-day work week or flexible working, collective KPIs & rewards. Invite your team to co-design with you wherever possible.
Create a feedback loop: Regularly check in with your team with genuine curiosity to see if your efforts are making an impact. Adjust your approach based on the feedback.
What matters most? Knowing what matters to your people
Creating more moments that matter is not just about having the right strategy or framework; it's about leaders understanding what matters to their people.
Only by understanding and connecting with our people can we begin to customise key touchpoints to surprise and delight, and create an environment where employees feel truly valued. This not only enhances the employee experience but also drives better outcomes in all the measures that matter for long-term business success.
