HR Leaders, now more than ever, have realized the importance of having a robust, scalable employee experience strategy. Be it through bringing a myriad range of technologies or devising policies that are a win-win, employee experience is being prioritized by HR departments the world over, and we couldn’t be happier for that.
Every organization has its own unique way to gauge and understand the pulse and sentiments of employees. A Gartner for HR report on Employee Experience states that surveys are still the most used mode of communication to employees. But then, surveys have their limitations too.
More often than not, survey questions deal with what HR thinks is important and not what an employee thinks is important. Secondly, they are one off events, maybe once a year and hence not dynamic and we do not know what is happening at the moment. Lastly, it is difficult to take actionable insights from the surveys. They mostly show only numbers and it is very difficult to predict individual issues.
The key to the success of an employee experience strategy is the consistency and timing of the touchpoints HR creates with employees. Be it through surveys or through any other means, the leaders need to be there for employees at every crucial milestone of their journey within the organization, i.e., be with employees at the ‘moments that matter’ to them the most.
Identifying these Moments that Matter” and enabling them into the employee experience strategies can take it ahead by leaps and bounds. It can act as a continuous process designed to assess your strategy and observe employees thereby establishing a bond between the employee and the employer.
Moments that Matter according to the Gartner for HR* report may be defined as the moments that impact an employee’s organizational experience most significantly. In other words, Moments that Matter is about simply identifying the key moments that are important to the employees and then ensuring that these moments are included ‘by-design’ into their Employee Experience strategies.
Benefits of ‘Moments That Matter’ Approach
- Moments that matter help in capturing employee perspectives. Contrary to a routine survey, Moments that Matter offers employees’ perspective thus enabling a much better understanding of the employee journey.
- Moments that matter are designed to evolve. This is a living breathing process that evolves as the organization and the employees evolve with time. Moments that matter continuously learns from the experiences of the employees and therefore will always offer dynamic solutions that are suited to an employee’s needs.
- Moments that Matter help in creating a clear plan. Once the moments are defined, all an HR has to do is work carefully on each moment, devise a plan, and implement it.
5 Elements of Moments that Matter
Gartner in its report on identifying and managing moments that matter to employees has clearly defined its five elements.
- Emotion Generating: Moments that elicit a strong emotional response from the employees. Such moments define the perception of the employees about the organization. Hence, if appropriately addressed, the e-NPS score of the organization should rise.
- Scalable: The policy also needs to be applicable and scalable to all employees in the organization. As the organization grows, the policy needs to scale as well. If and when HR improves these moments, it ensures its investments have a fair and global impact on most of the employees.
- Frequent: These are the moments that happen most often in an employee’s journey.
- Business Aligned: Moments that are aligned with the business strategy, cultures, and values of the company.
- Critical Talent Aligned: Moments that are aligned and help one showcase and gauge talent/skills that are critical for an employee’s performance and the organization’s growth.
These five elements are a necessary part of moments that are created to enhance the employee experience. Now comes the most important question, how do we identify which moments actually matter. Well, it will depend upon your organization, its culture, and values but surely we can give you a headstart.
How to begin creating moments that matter?
- Define the moments for your employees: The very first step obviously is to define what matters to your employees. It can be anything right from a better resource sharing and requesting system to a better, technologically sound employee journey from day one.
- Gaining Employee Perspectives: More than defining moments that matter, it is important to understand the employee perspectives via groups and one on one interactions. As the whole of moments that matter is a dynamic process, moments can change. Hence, it must be ensured that constant rechecking should be done to remove anything that does not matter.
- Involve Everyone in Executing Moments that Matter: Each task that is generated by finalizing moments that matter will involve the efforts of multiple people, departments, HR leaders, etc. So once you define the moments that matter to your employees the most, start building on a strategy that will help to implement those moments.
Berry, a deep learning employee voice platform can help you design and execute these moments that matter into your employee experience strategies and thus ensuring that each and every employee voice is heard in doing so.
Berry is a digital personality that can be an HR leader’s strongest ally and every employee’s biggest confidant. Berry can help measure and improve employee happiness. Berry uses deep learning to interact, interpret and drive accountability using actionable patterns that it learns. Berry is available to answer simple questions and is capable of having complex conversations with employees. HR Leaders use Berry to run campaigns that help them to understand the pulse of the organization around various topics. Conversations are then analyzed and actionable insights are drawn out instantaneously.