Podcast ¦ CX Passport: The one with the people heroes – Celia Fleischaker CMO at isloved E160

Summary

In this podcast episode, Celia Flaschberger, Chief Marketing Officer at isolved, discusses the importance of employee experience and its impact on customer experience. Flaschberger emphasizes the need for companies to prioritize employee experience in order to retain talent, increase employee referrals, and reduce time to fill positions. She also highlights the correlation between employee experience and customer experience, explaining that happy employees are more likely to provide a positive experience to customers.

Key Points

• A happy employee is more likely to refer a candidate, resulting in faster and more effective recruitment.
• Retaining talent is crucial to avoid the war on talent and the costs associated with constantly filling positions.
• Employee experience encompasses the entire lifecycle of an employee, from the candidate stage to becoming an alumnus of the company.
• HR leaders largely believe that employee expectations for the work experience are reasonable and in line with business goals.
• Flexible work environments, such as hybrid or remote work arrangements, have become important considerations for both employees and employers.
• Employee expectations for experience are influenced by factors such as technology advancements and consumer experiences in their daily lives.
• Companies should strive to meet employee expectations by providing fair compensation, work-life balance, and an engaged workforce.
• Employee experience directly impacts customer experience, as happy employees are more likely to provide a positive experience to customers.

Key Statistics

• Referred candidates can fill a position in less than 30 days, compared to the average of 55 days.
• The cost to fill a position can range from $15,000 to $20,000 or more.
• 90% of employees believe that their experience with the company impacts how they treat customers.

Key Takeaways

• Companies should prioritize employee experience to improve recruitment, retention, and customer experience.
• The correlation between employee experience and customer experience can have a significant impact on business outcomes.
• Employee expectations for experience are shaped by various factors, including technology advancements and consumer experiences.
• Flexibility in work arrangements has become an important consideration for both employees and employers.
• Meeting employee expectations can lead to improved employee satisfaction, engagement, and productivity.
• Investing in employee experience can result in cost savings associated with recruitment and training.
• Happy employees are more likely to provide a positive experience to customers, leading to increased customer satisfaction and loyalty.