The Employee Experienced a Great Way to Engage People at First Sight

Anas Al-Hamwi, Regional Vice President, Greater North West region, Walgreens

We cannot deny that since the industrial revolution until now, factors that play an important role in business and is an indicator of whether the company will be successful or not. I believe that one of them is “customers”, So it's not strange if every company pays great attention to customers. Until the present time, the concept of customer importance is still one of the top concerns for many companies, and customer experience, UX, and UI are all buzzwords today.

Today's perspective on HR has also changed. We do not see employees are just laborers. Employees are more important than that. The employee is human capital. I believe that delivering a good customer experience to our customers must come from employees who are happy with their work first. Then, they can pass on good feelings to customers respectively. The idea of ​​employee experience has been brought up today.

Creating or designing a good employee experience is discussed in many dimensions. Many of these concepts seem tricky when in reality they are very intimate. It can start designing our employee experience immediately. It doesn't require much process. Let's imagine and think about the normal HR process or HR cycle, where do we have the "human touch" with employees? or how many “human touch” do we have? Let's try to chase them from the beginning of the HR process until the last. It's best to start designing from the process where we start approaching candidates. Because this step is considered as an important point. Because it is the starting to make candidate start to be more interested in our company. If we can do well at this step. It may also help to encourage other human touches to work smoothly.

Once we have identified the human touch at all points. We have to revise the gap in process of each touch point, there is a gap that needs to be corrected or not? Or if anything we have done well, how can we make it even better? Anyway, the HR team must open their eyes to accept the change.

"Today's perspective on HR has also changed. We do not see employees as just laborers. Employees are more important than that. The employee is human capital."

At this point, I would like to borrow the concept of design thinking in Empathy, because doing empathy will help us better understand the employee experience of our employees. However, HR must listen with an open mind, without bias, to enable HR to fully understand the problems at each point of the employee. Finally, we will get the most ideal and direct solution to the problem at the end of the walkway.Remember that there is no fixed formula for success. I just start and do it now.!

The key to designing a successful employee experience is the "seamless connectivity" because the entire employee experience is not solely dependent on one HR staff, but rather on how HR is connected across all teams. From an approach candidate to an exit, the more seamless it means, the higher the employee satisfaction or engagement rating we get.

I believe that making employees fall in love with the company at the first moment is not as difficult as maintaining or making them love and be loyal to the company in the long run. All human touch is equally important. If any point does not work well. It will cause every point to collapse.

Finally, the HR team has to adjust the mindset that doesn't look at employees as just employees but they have to look at the employee as important customers which makes the HR team still have work to do today.

Customer Experience