In the Staffing Industry, Employee Experience Matters
Though many studies continue to emphasize the importance of improving the customer experience (CX)—with some even predicting that it will overtake price and product as the key brand differentiator—forward-thinking businesses are recognizing the importance of employee experience (EX) as both a building block to a great customer experience and a major variable in a brand’s reputation and success. But what exactly is EX, and how might it affect the ability of staffing agencies to both attract and retain top talent and build strong client relationships?
Employee experience is the sum of everything that an employee experiences throughout their connection to an organization. From the moment that a potential new hire spots a job posting, to their last day with the company, every interaction that they have with the organization, be it cultural, technological, or physical, defines their employee experience. Elements such as company branding, HR functions, office perks, and even benefits packages are all part of the EX equation, though none can create an exceptional experience on their own. Therefore, EX strategies should be built upon long-term interactions with individuals, taking these and any other variables that affect an employee’s experience on the job into account, with the goal of improving engagement and satisfaction levels.
However, for staffing agencies, EX strategies must go beyond just ensuring that internal employees are satisfied and engaged. Temporary workers, who are often sent to multiple companies during their tenure, must also be treated to an exceptional experience in order to feel empowered to be the best representative of the agency at their assignment and to help build a company culture that is attractive to temporary talent. Agencies that invest in developing this experience for temporary associates are creating brand advocates that will carry the message of their culture further than traditional, full-time employees as a result of the nature of temporary work.
Unfortunately, creating this experience is an enormous challenge to many agencies. Based on data revealed by the 2018 Inavero Best of Staffing survey, staffing agencies on average received only a 9% net promoter score for clients and 21% for talent, meaning that their brands have more detractors than promoters, an indication of the lack of a robust EX strategy (a net promoter score is a management tool that is used to gauge the loyalty of a firm’s relationships, both with clients and job seekers). This rings particularly true of smaller agencies, where it can be difficult for leadership to devote adequate time to developing and implementing an EX strategy that will benefit both full-time and temporary associates.
Franchised staffing agencies, however, often have EX strategies in place in order to ensure maximum employee and, by association, client satisfaction. From well thought out branding to internal programs that benefit full-time and temporary employees’ physical and mental well-being, agencies such as AtWork are investing in their future growth by ensuring that their most important assets—their employees—are given the proper training, tools, and support to feel satisfied with their work and succeed. Firms that continue to emphasize an exceptional employee experience stand to also experience higher rates of customer satisfaction, leading to greater growth potential than their competitors.
The employee experience is a key building block on which all other interactions with the company are based, from vendor partnerships to customer relationships. Satisfied, highly-engaged employees are more likely to deliver industry leading service than their less content counterparts. Therefore, it’s imperative that companies of all sizes devote time to developing and implementing a long-term EX plan with the goal of improving employee satisfaction. If you would like to learn more about the AtWork opportunity and how our corporate emphasis on an exceptional employee experience is leading to our continued growth, click HERE or call 888-553-1745 today!