HR should reinvent the employee life cycle model to include the measurable moments that matter to the employees
Here is what Tim’s first day of work looks like - he joins in, is greeted by his manager, introduced to the rest of his team, and is assigned a buddy. Tim subsequently goes through a detailed orientation process for the next two weeks and settles in the company well. Au contraire, on Kerry’s first day in her new job, nobody seems to be aware of her joining, she is clueless about her team members, and she cannot get her system to work.
Both these experiences are one of the many and key moments that matter for an employee in any organisation. Incidentally, both experiences are unforgettable, but for vastly different reasons. ‘Moments that matter (MTM)’ is a concept that determines moments that predominantly influence how employees perceive the organisation.
Why talk about ‘moments that matter’ now?
A Gartner’s 2018 survey of 5,872 employees found that only 29% of employees agreed with the statement - “HR understands what people like me need and want”. So, what is it that makes the remaining 71% folk feel disconnected with HR?
The answer is surveys. Even today, a number of organisations prefer surveys as the primary method of measuring employee engagement. A few common challenges I see with annual surveys as a method to measure employee engagement are frequency, a dearth of actionable insights, and bias. A 2019 Gartner study shows only 21% of employees are truthful about sharing their expectations from their work experience. Inaccurate feedback leads to a strong disconnect with HR. Given the organisational workforce diversity today, HR should reinvent the employee life cycle model to include the measurable moments that matter to the employees.
Technology and moments that matter
Thankfully, a few early adopters are taking note of the employee-HR disconnect and implementing tech-driven engagement measurement tools as part of their moments that matter strategy. New-age technologies such as AI and people analytics gain real-time data in contextual manner across touchpoints to capture employee sentiments. Many organisations that have employed the moments that matter approach have observed an improvement in employee perceptions of HR. For example - the head of HR function at Puma, the global lifestyle brand, said they witnessed a whopping 85% employee engagement after deploying a chat-bot for real-time feedback and engagement.
Reinvent key employee experiences to update your 2020 moments that matter strategy
People analytics expert David Green claims that a stronger employee experience strategy comprises more data-driven, sophisticated and continuous moments that matter. Let’s relook some experiences that can help reinvent the moments that matter strategy for an organisation.
The workspace experience
The first impression of any organisation is one of the moments that matter in the career of any employee. Consider Samantha from our earlier example. Samantha had a very negative first impression of her organisation.
How can we better Samantha’s moment better in 2020? Be more connected with the employees right from the very beginning – using technology and real-time data to fix the disconnect between HR and employees. Today, 16% of HR functions in organisations are trying this approach and 56% of HR managers are interested in recognizing ‘moments that matter’ for their company.
The human experience
Tim , who finds himself very well settled suddenly finds out his manager is quitting and he will be reporting into a new manager. This person does not involve Tim in discussions and meetings. A sudden change in work environment may demotivate Tim and may have a negative impact on his psyche.
How can we better Tim’s moment in 2020? While change fatigue is common in organisations globally, it is advisable to engage with your employees – who suffer from the phenomena – on a regular basis. Unsurprisingly, engagement isn’t enough. It is crucial to look for insights that can help create plans to manage the change fatigue better and include those into your MTM strategy.
The growth experience
If great talent is not appreciated and recognised, employees may look for alternate avenues to explore their calibre. In order to include the growth experience in your moments that matter strategy, it is important to create an open-door culture. A survey cited in Forbes revealed that 55% of employees would perform better if they feel they are doing meaningful work. Moreover, one-third admitted that they would be proud of their work and be willing to go extra miles to get the work done.
The personal experience
In case of an unexpected short-lived event such as injury at workplace, death in the family, natural calamity, 42% of employees prefer speaking to an HR manager personally. This is an emotional moment that matters to employees which can be handled empathetically with human interaction. In 2020, mould your moments that matter strategy to acknowledge such profound moments that impact your employees. Employees who feel empowered, respected and like they’re making a difference are more likely to stay, and those who don’t have only a 35% chance of staying on.7
Moments that matter – Quantify a traditional HR trend for overall business success
Organisations that invest in MTM strategies outperform their peers in the market. Accenture is the best precedent amongst the organisations practicing this approach. It has also been recognised as one of the top companies for employee experience by Fortune 100. Akin to Accenture, implementing a great moments that matter strategy provides a clear vision to strategize plans that help enhance employee experience, thereby improving morale, productivity, and finally something that all businesses strive for – bottom lines.
Disclaimer: The views expressed in the article above are those of the authors' and do not necessarily represent or reflect the views of this publishing house