This workshop by Ainoa Zalabardo (Xplain) focused on enhancing employee experience (EX) to drive improved customer experience (CX) for small and medium size publishing houses.
The concept of Employee Experience (EX) encompasses all interactions and touchpoints an employee has within their organization. This includes managerial meetings, onboarding processes, professional development opportunities, and overall workplace culture.
As a second field of the workshop Zalabardo emphasized that satisfied and engaged employees are more likely to deliver exceptional customer service. This, in turn, leads to higher customer satisfaction, loyalty, and increased revenue, with the support of several statistics cited to underscore the importance of EX and CX:
A Qualtrics report indicates that 53% of customers spend less with companies after a negative customer experience.
Another report highlights that engaged employees globally constituted 20%, underscoring the importance of fostering positive employee sentiments.
The components of Employee Experience are:
- Organizational culture: defined by company values and actions shaping the workplace environment.
- Internal communication: transparent and open communication channels.
- Professional development: opportunities for career growth and skill enhancement.
- Recognition and rewards: timely acknowledgment of employee contributions.
- Well-being and work-life balance: supportive policies promoting employee health and balance.
In this video you can follow several case studies.
Penguin Random House:
The group implemented the ´Work Your Way» program featuring hybrid work models and ergonomic support for remote workers.
Resulted in a 14-point increase in Employee Net Promoter Score (ENPS) and reduced turnover rates from 17% to 11%.
92% of employees reported improved work-life balance, highlighting the program’s success in enhancing EX.
Another insight was that the interactive exercise revealed that flexibility in the workplace was the most highly valued perk among employees. This aligns with broader trends where employees prioritize flexibility over other benefits like salary or gym memberships. This highlights the need for companies to consider flexible work arrangements as a key component of their employee value proposition (EVP).
Zalabardo explained the 7 key strategies for Improving Employee Experience.
- Employee Value Proposition (EVP):
The EVP is a statement or list of benefits that a company offers in return for employees’ skills and contributions. A well-articulated EVP helps set clear expectations and fosters trust between the company and its employees.
Companies that fulfil their EVP see a significant reduction in voluntary turnover (up to 70%) and a 30% increase in new hire commitment.
Trust in the EVP is essential, and failure to deliver on promises can lead to disengagement.
- Attracting and selecting talent:
A clear and attractive job description is vital for attracting the right candidates. The employee experience begins the moment a job vacancy is posted, so crafting clear, concise job descriptions with transparent salary information is essential.
A cumbersome recruitment process or poorly written job descriptions can lead to wasted resources and missed opportunities.
- Onboarding and offboarding:
Effective onboarding is more than a brief introductory session; it involves proper training, guidance, and time for employees to acclimate. A great onboarding process can take anywhere from one to three months to help an employee become fully productive.
Similarly, offboarding should be handled with empathy, and companies should collect feedback from departing employees to avoid repeating mistakes that could affect the remaining staff.
- Communication and feedback:
Communication should be open, transparent, and continuous. Employees must feel comfortable reaching out to managers and feel heard.
Transparency involves keeping employees informed about organizational changes, projects, and even financial health. Regular all-hands meetings can be an effective platform for sharing this information.
Collecting and acting upon feedback is crucial. If employees feel that their feedback is ignored, engagement will decline, and the company will lose valuable insights that could improve EX.
- Professional development and training:
Continuous professional development is essential for employee growth. Offering opportunities for career progression helps retain top talent and increases employee satisfaction.
- Recognition and rewards:
Recognition and rewards should be timely and meaningful. Acknowledging employees’ contributions not only boosts morale but also reinforces the company’s culture of appreciation.
- Well-being and work-life balance:
Employees need to feel supported in balancing their personal and professional lives. Companies should implement policies that promote well-being, such as mental health support, flexible hours, and wellness initiatives.
In addition to developing each of these elements, Zalabardo delved into the impact of flexibility and company culture.
Flexibility emerged as the key factor in retaining employees, with a direct connection to a company’s culture. Companies that value employee well-being and provide autonomy in work arrangements are more likely to foster loyalty and long-term commitment.
When organizations adapt to the evolving needs of employees, particularly regarding flexible work, they gain a sustainable competitive advantage. This stability prevents the ups and downs typical of companies that fail to innovate or adapt to changing work environments.
The usefulness of clear communication was also emphasized. Clear instructions during the recruitment process and timely responses are essential to building a positive impression of the company. Ghosting candidates or neglecting to provide feedback damages the company’s reputation and reduces the chances of attracting top talent. Transparent communication about who is joining or leaving the company, project status, and organizational changes helps employees feel more involved and informed.
During the next part of the workshop the focus shifted to more specific strategies for improving employee experience (EX) that align with business goals. Ainoa Zalabardo explained the importance of professional development, recognition, and well-being, while also linking employee experience strategies to broader company objectives. The case study of Hachette UK illustrates how small, targeted changes can have a significant impact on employee engagement and performance.
Hachette UK implemented three key initiatives to improve employee experience called «Future at Work Program (2022-2024)» with three elements:
Hybrid working: employees worked two days in the office and three days remotely. This arrangement was reviewed quarterly to ensure it met employees’ needs.
Well-being allowance: A £150 annual allowance per employee for mental health or fitness-related expenses led to an 18% reduction in stress-related absences.
Hachette Heroes recognition program: monthly recognition of employees for their contributions (e.g., teamwork, performance) boosted morale and led to a 9% increase in on-time project completions.
These simple, cost-effective strategies demonstrated that substantial improvements in EX can be achieved without a large budget.
Ultimately, a strong employee experience strategy, focused on flexibility, recognition, and well-being, can lead to higher employee engagement, increased productivity, and improved customer experience—critical factors for success in the publishing industry and beyond.
You can follow the workshop by Ainoa Zalabardo in this video that is also incorporated to the ThinkPub Library of Digital Learning Objects.
