This document summarizes a webinar on employee experience and its relationship to customer experience. It discusses how employee experience impacts customer experience, why employee experience is important, and how to measure and develop employee experience. Specifically: 1) Happy, engaged employees directly impact customer satisfaction because employees will treat customers similarly to how they are treated. Measuring employee experience provides insights into customer experience. 2) Prioritizing employee experience leads to higher profitability, growth, and engagement. Companies should focus on employee experience before customers and shareholders. 3) To improve employee experience, companies should regularly survey employees, analyze feedback, set goals to address issues, and communicate results to employees. Frequent, short surveys and

1. Create the happiest
employees in the world
Employee experience is the new customer experience –
what?
1.6.2019 - Employee experience webinar for HR

2. Questions we answer today?
• What does employee experience have to do with
customer experience?
• Why is employee experience important?
• Employee Experience and Customer Experience
put together – what does it mean?
• What is an employee first strategy?
• How you can easily stay up to date in Employee
Experience and develop further.

3. We are in the pursuit of
happiness through our
entire lives.
Feedbackly data + Refereces here

4. Why would employee experience (EX) matter? For the simple
reason that your employees create your customer experiences!
“Employees will deliver a customer experience that matches their
own experience in the organization”
Employee experience has a high correlation on customer
experience (CX) on data level.
-Jaakko Männistö, CEO, Feedbackly
Importance of Employee experience
Law of Congruent Experience

5. Is it just about benefits?
46% of employees said health
benefits were a deciding factor
in choosing their current job.
- AHIP Survey, 2018
…So it might be?

6. In relation where we stand?
Employee Experience (EX)
“the combination of
organizational culture,
technological environment,
processes, and physical
environment that determines
how employees perform and
feel about their job”
Customer Experience (CX)
”about delivering the outcome
your customers need to
achieve in the way that they
want to achieve it across their
entire lifecycle with you”

7. Why EX loves CX?
147%
71%Companies with highly engaged
employees outperform their
competitors by:
Buy from you because
they like you
79%
of employees at companies with
above-average customer experience
are highly engaged in their jobs.
19.2%
Higher growth in operating income
with a highly engaged workforce
during first year.
www.gallup.com/services/190118/engagedworkplace
www.decision-wise.com/show-me-the-money-the-roi-of-employee-engagement
www.temkingroup.com/product/employee-engagement-benchmark-study-2017

8. CX and EX consist of touchpoints
8.7.2019Kristian Stolt
AWARENESS CONSIDERATION PURCHASE DELIVERY LOYALTY
Onboarding
Business
Reviews
Support
requests
TrainingRenewal
Invoicing
Upsell
ATTRACTION RECRUITMENT ONBOARDING DEVELOPMENT RETENTION
HR pulse
weekly
BI-annual
employee
satisfaction
Meeting
policy
surveys
Training
Ad-hoc
Employee Journey (Life Cycle)
Customer Journey (Life Cycle)

9. Employees first strategy
• Nothing good can come from a disengaged workforce.
• Disengagement has the potential to ravage the company’s
customer experience and tarnish its brand
• Old model is 1.Shareholders, 2. Customers 3. Employees
does not work anymore.
• Improve employee experience first, then focus on the rest.
à EX is one of the basic building blocks of CX. Not a
guarantee.
• If we put employees first, they in turn take care of our
customers, and they in turn take care of our shareholders.
• Comparing data of CX and EX development, there is a
strong correlation in majority of cases.
2017 Global Human Capital Trends

10. Key is engagement.
https://gethppy.com/employee-engagement/the-top-3-employee-engagement-drivers
• Any other measure is not as powerfull, not even
”Happiness” alone.
• What drives engagement?
1. Leadership (Not management) – You vision and your story
2. Meaningfull work – People need to understand why they
work
3. Relationship with co-workers and clients – lets face it we
are humans after all.
• All these mentioned above can be developed (Even
thought not easy ones)
• So the key to create engaged customers we need to
measure and develop constantly – simple as that.

11. Is it just about benefits?
96% of employees agree that
being able to apply personal
interest in their career would
make them happier…
…So no, but we need to find a balance
between benefits and passion.
https://gethppy.com/employee-engagement/the-top-3-employee-engagement-drivers

12. 147%
- J. Morgan
79%Companies that invest in employee experience are four
times (4x) more profitable that those who don’t.
Source: https://blog.wellable.co/2017/04/19/employee-experience-delivers-roi

13. Basics of measuring & developing
1. Set up goals and establish ownership
2. Survey on what matters - and do it quick!
3. Measure using easy channels
4. Analyze and change things
5. Communicate the results to your employees
8.7.2019Kristian Stolt

14. 1. Goal setting
• Set up goals and select the employees, teams and people in
your that you wish to target in your Employee Life Cycle
• Establish ownership - if you’re measuring different teams
within your organisation, ensure your team managers get
involved in the process
• Establish KPI’s
• Overall employee satisfaction (Feedbackly 5-point smiley scale)
• Employee Net Promoter Score (eNPS question type)
• Don’t only focus on numbers and KPI’s
• Give your employees a chance to be heard; understand what
motivates them, what is expected, what should be done etc.
• One size does not fit all anymore - create survey content based on
your different teams, especially if measuring on a weekly basis on a
operational level

15. 2. Survey design
• Ask what you want to measure!
• The most usual problem is that HR leaders are looking
for hidden messages and indirect knowledge. NO!
Respect your employees, ask what you want to know!
• Typical EX surveys types
• HR pulse weekly – Quick and easy
• Bi-annual employee satisfaction survey – slightly more
comprehensive but still quick to do
• Employee journey related
• Training and onboarding surveys
• Exit surveys

16. Example surveys
Weekly HR-pulse
1. How was your week?
2. Did you reach your goals?
3. In what were you most
successful this week?
4. What went wrong?
5. Rate the following at your
workplace
• Atmosphere at the office
• Balance between work
and private life
• Ability to affect my own
work
• Your managers
performance
6. Is there something you would
need help with from your
manager or team?
7. How did you feel leaving work
today?
Monthly/Bi-annual survey
1. My work responsibilities are
clear to me
2. I can affect my work and the
content of my work
3. I have received the needed
training so that I’m able to
work efficiently
4. I’m able to balance my work
and private life successfully
5. I usually do my job eagerly
6. I’m able to keep up a good
energy level during the whole
work day
7. I feel that I can get more
responsibilities according to
my wishes within my position
8. I feel good at work
Rental workers
1. How has things been working
with us?
2. How likely are you to
recommend us as an employee
to a friend?
3. Open feedbacks? (Don’t worry,
it’s anonymous)
Candidates applying for a
position
1. How easy was it to apply for a
job with us?
2. Where did you find the
application/hear about the
job?
3. How likely are you to
recommend xxx as an
employee to a friend?
Try me! http://fbly.io/l/2qehno

17. Via internal communication
More often companies want to limit internal
emails so slack, teams or other internal
communication will work great!
3.Listen
Via Kiosk & Mobile
A kiosk in office / production facilities is an easy
way to monitor the overall feeling of the
enviroment and people!
Via email
Easiest and fastest way to reach your
employees on weekly basis. One email per week
to remind them and quickly answer!
Decide on how often and in which channel you wish to distribute your survey - weekly,
monthly and bi-annually with different content

18. Keep track of your whole lifecycle
ATTRACTION RECRUITMENT ONBOARDING DEVELOPMENT RETENTION
HR pulse
weekly
BI-annual
employee
satisfaction
Meeting
policy
surveys
Training
Ad-hoc
Satisfaction: 89% Satisfaction: 54%Satisfaction: 72%
eNPS: 62
Satisfaction: 85%
Satisfaction: 69%
NPS: 37
Sales: 74% / 32
Marketing: 80% / 65
Tech: 54% / 14

19. 4. Analyze
• Have results in real time and keep track with your
employees on our real time dashboard à Only
way to use the data effeciently
• This way you can instantly react to changes in your
organization and make improvements
• Make a habit of analyzing in weekly, monthly and
bi-annual basis
• Segment your teams & (sales, marketing,
operations etc.) - easier to establish action points
and lead on a operational level

20. 5. Communicate
• Communicate results and findings on strategic and
operational levels
• Communicating results and findings creates a positive
spiral effect
• Employees are encouraged to give more accurate and in-depth
feedback when they know their feedback is valuable
• Send out out for instance HR pulse each week, and go
through results with the team in weekly meetings the
following week
• We see the best results when EX data is shared openly to
the organisation with CX data. E.g. Through office
screens and TV’s

21. Conclusions
• Happier & more egaged employees = Happier & more engaged
customers à Profit
• Give your employees a chance to give constant feedback on how they
are doing, and act upon the feedback to create a positive spiral
• Psst! The loudest ones are not necessarily always right - Embrace your
employees to contribute to their own well-being and create a great place to
work
• If you don’t make customer experience a goal that is measured, why
would your employees work to improve it? – hand in hand!
• Make sure your employees are engaged and feel a sense of
ownership in their own work by ensuring that customer experience is a
goal that is measured
• When they know how their work impacts the company for the better, they are
inspired to produce better customer experiences

22. Tips and further reading
• Utilize Feedbackly to start measuring your EX
• EX is Included in all plans, the plans can be found here
• 2017 Global Human Capital Trends
• Link between CX & EX
• ROI of what EX delivers
• How to reward your customers for improved CX
• More on employee life cycle:
• https://mitrefinch.com/blog/how-does-employee-lifecycle-work/

23. Q&A

24. To create your happy employees we offer a tool that:
1. You can automatically listen to your employees
2. Analyse the their pulse and feeling in real time
3. Drill down into why good and bad things occure
4. Develop your business with new ideas
This is where Feedbackly comes in – making Employee
experience easy!
Feedbackly is here to help

25. Feebdackly EX
• Stay up to date on the pulse in your company
• Weekly automated mini polls going to each
customers
• Weekly report on how teams work and what is
the state of your EX and See what affect your EX
has on your CX
• Use as a tool to lead and manage on weekly
basis
• New and fresh ideas
• The loudest ones are not necessarily always
right - Embrace your employees to contribute to
their own well-being and create a great place to
work

26. We work with the industry leaders

27. …our customers are
as thrilled as we are.
“Collecting continuous feedback and
marketing leads gives us better picture
where we need to improve and helps us
to target our marketing better.”
Toni Stigzelius, Country Director, XXL
“Feedbackly provides our customers with a
whole new channel to communicate about
their visit. Something that we never had
before.”
Objective clothing stores
“The service is easy to use, and we haven't
actually gotten any complaints. The
amount of feedback is incredible
compared to our other channels.”
“The customers have been very
enthusiastic to answer the
survey and give us feedback
and they really seem happier
now that they can easily let us
now what they think.”
Maiju Friman, Hemtex
“We have set internal
goals for the feedback
and we are going to
follow up on them
together with our staff.”
Jukka Aaltio, K-Rauta
The word is out that…

28. Askformore!
Jaakko Männistö
Founder & CEO
Jaakko.mannisto@feedbackly.com
+358 44 3488016
@jaakkomannisto
“The only Finnish selected as one of the most promising rising CX stars
globally at 30 under 30.”
- CX network