A collection of stories, Thoughts, strategies, solutions, prose, and media features.
Articles and Media
Modern organizations are built like pyramids with a top-down hierarchy. This structure assumes: After all, there is only room for one at the top. Teams within these hierarchical structures tend to operate in a siloed, linear (yang) fashion, as if they are all walking in a straight line. They are going somewhere; however, they can […]
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The employee experience, workplace wellness, and overall “return-to-work” conversation has centered almost exclusively on workplace design, amenities, services, technology, hybrid working arrangements, and the adherence to safety guidelines. In essence, corporations are skillfully determining, as they always do, how we can circumvent the colossal changes, both physical and psychological, that we’ve experienced the past 18 […]
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Every interaction that an employee has with their organization is an opportunity for them to evaluate their experience, positively or negatively.
Therefore, a great employee experience (EX) meets or exceeds expectations in every interaction.
When it comes to winning at EX, a company must strive to create real, measurable valuable in the lives of their employees. The bigger the company, the more interactions, the more complicated EX gets, but it all counts.
Employee expectations are constantly evolving and your business strategies, services, and approach must also continuously adapt to meet them where they’re at.
I will share five key behaviors and tools necessary for creating a kick-ass EX that meets or exceeds your employees’ expectations in every interaction.
Check in with Employees
Talk with your employees as frequently as possible to validate your EX approach. Pulse check their experience, moods, likes, dislikes, approach to work, needs, etc. through research, surveys, observation, and focus groups. It is critical to understand those that you are serving.
Obsess the Details
Plan and refine every EX detail to surprise and delight your employees. No touchpoint is inconsequential. Throughout their journey, from onboarding through continued years of service, ensure that they are taken care of, noticed, recognized, rewarded. When they are interacting with the organization in any way, physically or digitally, all services, content, and communications must be on-brand and relevant to their current experience.
What does this look like in real time?
Understanding that Jamie is about to return from maternity leave. Welcoming her back, offering her access to specialized services that aid in this big life transition, providing her options to organize a postpartum work-life that will work for her, supporting her in workplace community and mentorship, and checking in with her along the way.
Connect EX to Values and Purpose
Celebrating your company values throughout the ecosystem creates an EX only your company can deliver. This would include:
- Developing authentic brand experiences that bring employees together, giving them permission, variety, access, and incentives to connect.
- Creating belonging by designing for diversity, equity, and inclusion (i.e. ADA, Hybrid, elimination of hierarchies in design such a VP offices and parking)
- Designing and delivering products — locations, spaces, services, technology, and behaviors — that use the principles of sustainability (i.e. reusable green materials, waste avoidance, versatile furniture, bike commute plans)
Continuously Improve
Adopt a test-and-learn approach to continuously improve and adapt your EX. This includes a willingness to spend budget and resources on piloting new technologies, spaces, behaviors, policies, in the spirit of “fail fast”. Continuously analyzing competitor and market data for opportunities, as well as employee usage/user data. Be willing to pivot quickly.
Champion Collaboration
Collaborate with both internal and external partners to deliver the best EX. Treat third party service provider partners like true partners by sharing information, ideas, best practices, and data.
Conduct partner capability audits to explore how their services or processes could be improved to better meet employee needs.
And lastly, develop an internal EX Steer Co. with members from HR, Total Rewards, Workplace Design, Real Estate, DEI, Technology, Employee Communications, and Sustainability / Purpose.
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First things first, this article is not about abortion. This article is about history. This article is about understanding how we got here in the first place — a nature dominating, feminine oppressive society, that is making us sick. Now, I want to preface this discussion with this: there are dangers to discussing history. There […]
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Job descriptions matter. They are a public facing, introductory explanation, not only of the job itself, but of the values of the company and the future lifestyle the candidate can expect to live while working for your company. To date, the majority of job descriptions come across as elevated, untrue, unrealistic, and un-human. They often […]
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As human beings, we like to think of ourselves as complex creatures with intricate life experiences, circumstances, and personalities. Conversely, we often regard others as one dimensional, not seeing the multidimensionality of their life. We primarily rely on others’ most visible characteristics as the explanation for everything they say, believe, and do. However, the more […]
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When I started my professional career in consulting I was given a clearly defined schedule for what would be a successful career path. I was to complete my internship, get hired full time as an associate, be promoted to senior associate, progress to manager, senior manager, managing director, and my final goal was to end […]
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All experience starts with feeling. We feel our feelings first in our bodies, this is the ground by which every experience is birthed. Our bodies are constantly speaking to us, anticipating, and seeking to communicate our needs. These needs can include things such as hunger, connection, physical touch, movement, creation, or prayer. Our environments and […]
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Our founder had the great opportunity to speak with thought-leaders for an “Engage and Attract – The Office Reimagined” panel discussion held by Locatee Workplace Insights. Brittney, alongside Timothy Ahrensbach, Head of Workplace Experience at Lego Group, Sabine Ehm, Head of Locatee Workplace Insights Marketing, Gloria Mamwa, MCR, SLCR, Head of Real Estate at Standard […]
