Who have engaged employees? The first step is to listen

Listening to collaborators may seem like a small action, but it is a process that reaches make a difference in engagement and even the same employer brand. Employees who feel that their voice is heard are more likely to engage with the company and recommend it as a good place to work.

According to a Medallia study, 68% of employees who do not feel heard by their company are dissatisfied with his jobbut the level of dissatisfaction drops to 48% among people who consider that their employer takes their voice into account.

There is a similar effect in employer brand building. While 56% of people who do not have an opportunity to give feedback would not recommend their work to their employer, the proportion drops to 32% for those who do have the possibility of giving feedback to their company.

“Many managers make decisions that have huge financial implications for the employee experience every day, but they make these decisions without data, instead relying on intuition, anecdotes, and their own personal experiences and biases. So we need to measure the employee experienceto shift this paradigm and really enable data-driven decision-making across the organization,” says Melissa Arronte, Global Employee Experience Practice Leader at Medallia.

Staff listening processes allow companies to find out what their employees think, how they feel in the organization, what their concerns are, among other aspects that may be key to retention strategies.

According to the report from the platform specialized in experience management, close to 60% of people who changed jobs in the last year she felt exhausted at his previous job. “After all, the collection of the feedback of employees is closely related to their satisfaction, engagement and experience”, he highlights in his study.

Medallia points out that companies that do not have communication channels for their collaborators to express themselves, “run the risk of not detecting clear signs of discomfort in employees. For example, when an employee has to call the benefits service center multiple times to get her family member added to the company’s benefits plan. Or the negative feeling an employee feels after being turned down for a promotion.”

In this sense, the employee experience is linked to the opportunity that workers have to express themselves and that their voice is considered in decision-making. Only 25% of frontline employees can express themselves through communication channels, but no action is taken, I would recommend your workplace as a good place to employ.

How to start?

To start with a robust program of employee experience that considers feedback processes from talent, the brand recommends:

• Have an ambassador. The CEO or a C-level executive must be convinced of the program and willing to listen to people.
• Multifunctional team. The program must have a committee made up of collaborators from various areas and led by the director or a member of the Human Resources department.
• To establish objectives. You have to think about what will be part of the experience program and what will be the goal; for example, retain talent or improve diversity.
• Technology. Technological tools can facilitate the collection of employee opinions and analysis.

Pioneering companies in employee experience programs are characterized by: collect the feedback of your collaborators and analyze it, monitor communication channels, analyze collaboration platforms to have more information about your talent and analyze calls to contact centers to find out about concerns.

The voice of collaborators It can be found through two types of channels: direct, when the company asks employees to share their opinions; and the indirect ones, with information that is collected through channels that are not specifically designed for that, but provide data to understand the talent, performance tests are an example.

“Just like customers, employees leave signals everywhere, and companies that aren’t picking up on these signals are looking at feedback in isolated views,” says Lorena Kurtjian Hernandez, Medallia’s senior director of Solutions, Travel, Hospitality and Restaurants. .