Think about your first day on the job at your present company - what do you remember?
When I asked this recently of a group I was working with these were some of the responses I received:
- “I didn’t know what to expect and what would be expected of me”
- “None of my computer equipment was set up”
There are as many responses to this question as there are individuals. In EX lingo, the first day on the job is what we refer to as a “Moment that Matters.” Moments that Matter are experiences that have the greatest potential impact to employees—and as such, they tend to be the most emotional and the most memorable.
Moments that Matter are the molecules that make up the Employee Experience - and over time, determine how positive or negative it is.
Stewart Leadership recently conducted its Second Annual Employee Experience Research Study, and one of the key questions we asked about was these Moments that Matter and which need the most improvement. Below you’ll find a sneak peak at one of the charts that will be in our report detailing this finding.
When you look at this list our research shows nothing earth-shattering. It highlights the critical role of leaders at the most crucial Moments that Matter - and the need to further equip them to be more effective. Behind this, it’s also important that HR departments are doing the necessary work to support leaders with the right processes, tools, and training to be successful.
Think about your own organization for a moment - what are the Moments that Matter the most in your business? If you’re not sure what they are , or which are most critical to your organization, there are a few things you can do.
Look for Transitions
First, think about the biggest transitions employees experience in your organization. Is it when they’re recruited or join the organization? Perhaps there are important milestones you have to certify employees that lead to promotions?
Maybe you don’t have an annual performance review, but career development is a major focus. Whatever they are - these large transitions tend to be Moments that Matter during the employee journey.
Have Conversations with Employees
Second, talk to some employees about their experience. Leverage a journey mapping tool to capture the highs and lows of their experience. I will be sharing the journey mapping tool we use at Stewart Leadership with everyone who registers for our upcoming webinar: Strengthening the Employee Experience in Times of Uncertainty. As you discuss their experience, you’ll learn more about the moments that are most important and which improvements will make the most impact. This is an opportunity to begin proactively designing and shaping EX instead of leaving it to chance or what it has always been.
Dig into Your Data
Third, look into your company’s data - whether it’s an employee engagement survey or exit interviews. There are lots of insights to be gained, especially when people leave your company. These can highlight the negative experiences that triggered them to start looking and then leave.
If you want to improve the employee experience - start with the Moments that Matter. Identify the important moments in your organization, gather data to inform you about where you can improve, and then get to work! EX improvements promise increases in engagement, productivity, customer experience, and financial results.
If you’re interested in learning more about EX, the Moments that Matter, and taking your organization from good to great - join me for an upcoming webinar, Strengthening the Employee Experience in Times of Uncertainty on September 20, 2020. Hope to see you there!