by admin | Sep 23, 2024 | Hot Topics, Human Resources
Positive employee experience begets customer experience. It’s the circle of life in business, in fact. The concept is simple to follow. Employees, who feel valued and whose wellness at work is a priority of their managers and executives, will have the motivation to produce and treat customers with respect and white-glove service. Any organization who abides by this philosophy is rewarded with employee retention and repeat business.
“To be the best place to buy, you must be the best place to work,” Shep Hyken, bestselling author, keynote speaker, and customer service thought leader, has said. “Treat your employees the way you want your customers to be treated, maybe even better.”
Therefore, Human Resources professionals, who collaborate with the C-suite and middle management to improve the employee experience, can have a great impact on customer service and therefore the bottom line.
The Impact of Employee Happiness on CX
Recently, on CX Network, a sister portal to HR Exchange Network, writer Jerome Small shared a guide to the connection between employee engagement and customer experience. He offers much in the way of data and case studies. Here is one example:
“Spotify is a standout performer when it comes to employee engagement and its subscribers reap the rewards through innovative personalization, automation and a great customer communication strategy. When it comes to traditional employee engagement Spotify has a range of tech platforms to support collaboration and goal measurements, but the streaming platform offers a range of other competitive perks for its employees that help it stand out from competitors and motivate its huge global workforce.”
Another example is the retail chain Wegmans, which consistently get ranked on lists of the best places to work and leads in customer service, too. The company has made it a priority to connect employee’s purpose to their work as means of ensuring people feel purposeful and find meaning in what they do. They have established different channels of communication for employees to voice concerns or campaign for changes. Often, leaders respond and act on those suggestions. In addition, they have set up an employee advocacy system. And advocates do not report to people in the employees’ chain of command. Instead, they report directly to HR to ensure objectivity.
“We are united in delivering on this mission together, and recognize it takes all 53,000 employees to succeed,” said Peggy Riley, Vice President of Employee Communications and Engagement, on a case study on the website Great Place to Work. “On employees’ first days at Wegmans, we take time to explain our mission, values, and the integral role they play in our success. We explain how every individual’s work and role at Wegmans helps us collectively deliver on our mission.”
Nick Hedderman, Senior Director of Microsoft’s Modern Work business group, has talked at conferences about a study his company led that found a highly engaged workforce had a better performance on the stock market and therefore better profitability, according to CIO.
Key Strategies to Boost Employee Experience
Positive Work Culture – Building a culture that makes employees feel included and safe to share their genuine opinions, findings (even when they’re not positive), and experiences goes a long way to set the tone of a workplace.
The culture should foster a healthy relationship with management that is built on respect. It should also enable teams to get creative, brainstorm, and feel camaraderie. Leaders should demonstrate that they care for the employees, including their well-being, the well-being of their families, and their progress in the company and career.
Recognition and Rewards – Organizations that want to foster a positive employee experience must recognize the hard work and dedication of those who work for them. People need to feel appreciated. There are simple ways to show gratitude for someone’s work. Shout outs at the weekly meeting, an employee of the month, or a reward like a gift certificate can make someone feel valued. A simple thank you does not cost anything.
IAG in Asia-Pacific recently revamped its recognition program. They turned two previous programs into one, put more power into the hands of employees to recognize each other’s work, and created a system to help those with outstanding performances gain monetary rewards when appropriate. Niki Kesoglou, Executive Manager Culture, Diversity, Inclusion and Belonging at IAG and APAC Advisory Board member, shared details with the HR Exchange community recently.
Training and Development – Creating a way for people to learn and continue to grow both in their roles and careers is another way for leaders to show they care. It is also a necessity in today’s business world, which is centered on swiftly advancing technologies and unpredictability in geopolitics and the markets. To create an adaptable and flexible workforce, organizations must provide opportunities for continuous learning or risk getting left behind. Recently, Kathryn Carpenter-Fortin, Senior Technical Account Manager at LinkedIn, talked to HR Exchange Network about the skillsets being lost and how companies fail to teach at their own risk.
Measuring KPIs
HR can work with other departments in the organization to compare the results of employee surveys with those of customers. They can also look at the employee engagement versus sales and bottom-line results. Taking the pulse of the employees and the customers is vital.
Gartner calls this the Total Experience. Taking into consideration the multi-experience (MX), customer experience (CX), employee experience (EX), and user experience (UX) and how they all relate to technology is a strategic way to look at an organization’s road to success. The suggestion is to keep tabs on all these stakeholders and recognize the links in the data for each and how they relate to one another.
The point is that there is no turning back now. Employee experience is forever linked with customer satisfaction. This realization, although perhaps tardy, is motivating companies to simultaneously improve customer and employee experiences. Finding ways to reach employees through the building of a positive culture, recognition, and training are key to beginning this process. Once the plan is in motion, Human Resources leaders are charged with measuring KPIs and continuously tracking performance to ensure no one gets complacent.
By Francesca DiMeglio
Originally posted on HR Exchange Network
by admin | Sep 16, 2024 | Employee Benefits
Get ready for a new wave of talent! Gen Z (born between 1997 and 2012), or Zoomers, is the youngest generation entering the workforce, and they’re bringing fresh perspectives and priorities. Unlike previous generations, Gen Z isn’t just punching a clock. They crave opportunities for personal and professional growth, a workplace that prioritizes mental well-being, and financial security for the future.
Gen Z Wants Traditional Benefits….with a Twist
Even though Gen Z are digital wizards who love technology and new and innovative ways of doing things, they do still want and need more traditional employee health benefits as well. It’s important to provide traditional benefits such as extended health, dental, vision, and disability, but make sure to tweak them so they are more relevant to Gen Z.
For example, including a virtual pharmacy into your prescription drug coverage is likely to resonate with Gen Z. They’re accustomed to having products and services delivered straight to their door, so receiving prescription medications by mail just makes sense to them. Additionally, it’s important to adjust the coverage provided in conventional extended health plans. For example, offering access to a broader array of paramedical practitioners beyond what’s typically included in a traditional plan is essential. Gen Z prefers seeing Chiropractors, Acupuncturists, and Dieticians.
Gen Z Wants Purpose, Not Just a Paycheck: Build a Thriving Workplace
Gen Z isn’t interested in just showing up and collecting a paycheck. They crave a purpose-driven work environment that fosters their growth, well-being, and love of collaboration. So, how do you attract and retain this talented generation?
Create a Culture of Learning and Growth: Offer a mix of benefits that cater to their desire for continuous learning and skill development. Think mentorship programs, skill-building workshops, and opportunities for career advancement. This keeps them engaged and constantly evolving, while also ensuring you have a future-proof workforce.
Align Work with Values: Gen Z wants to feel like their work makes a difference. Provide volunteer opportunities that resonate with their social and environmental concerns.
Gen Z: Work-Life Harmony + Tech-Powered Teams
For Gen Z, work isn’t just about the job, it’s about fitting seamlessly into their lives. That’s why flexible work arrangements are key – think adaptable hours and remote work options. This allows them to maintain a healthy work-life balance and pursue their passions outside of work.
Gen Z also thrives in collaboration. Foster a work environment that encourages open communication, teamwork, and a sense of community.
Financial Fitness for Gen Z
Financial stress is a major burden for Gen Z, with nearly half (48%) reporting it heavily impacts their mental well-being. To attract and retain this talented generation, employers can offer financial wellness programs that go beyond a paycheck.
Imagine offering tools for budgeting, debt management, and long-term financial planning. Add to that benefits like student loan repayment assistance, financial planning education, and accessible advice on saving and investing.
Gen Z and Mental Wellness: It Matters
Mental health is a top priority for Gen Z. Studies show that Gen Z workers have more mental health needs when compared to older generations, with over 75% saying they struggle with anxiety or depression. It’s clear: a healthy work environment is just as important as a paycheck for this generation.
Employers can meet these expectations by offering comprehensive mental health coverage, free counseling sessions, virtual and in-person counseling options, and grief support.
Gen Z Values Telehealth
Zoomers, the digital natives, have grown up in a world where convenience and efficiency are paramount. This translates directly into their expectations for healthcare. Telehealth benefits have become a must-have for employers looking to attract and retain this tech-savvy generation.
The Future of the Workplace
The key to engaging Gen Z lies in understanding their unique values, expectations, and preferences. It’s not just about incentives. Instead, the real task lies in shaping an employee value proposition that recognizes Gen Z’s individual aspirations, progressiveness, and the shifting employment landscape.
by admin | Sep 9, 2024 | ACA, Compliance
The Affordable Care Act (ACA) introduced the Medical Loss Ratio (MLR) to ensure that health insurance companies spend a significant portion of premiums on medical care and quality improvement activities rather than administrative costs and profits. When insurers fail to meet the MLR threshold, they are required to issue rebates to plan sponsors.
Understanding MLR Rebates
The MLR mandates that health insurers spend at least a certain percentage of premium dollars on medical claims and quality improvement activities. This percentage varies depending on the type of plan. If an insurer’s medical loss ratio falls below the required threshold, they must issue a rebate to the plan sponsor, typically the employer.
Approaching Deadlines: Time to Prepare
It’s essential for employers to be aware of the MLR rebate deadlines. These deadlines vary by year, but typically, insurers have until September 30th of the following year to issue rebates for the previous year’s plan performance. For instance, rebates for 2023 plan performance are due by September 30, 2024.
What to Do with Your MLR Rebate
Employers who receive MLR rebates should carefully consider how to use the funds. While the specific use of the funds depends on the plan’s legal structure and governing documents, some common options include:
- Offsetting future premium costs: Using the rebate to reduce future premium payments.
- Funding wellness programs: Investing in employee wellness initiatives to improve overall health and productivity.
- Contributing to a health savings account (HSA): Offering additional contributions to employee HSAs to help cover healthcare costs.
- Other plan improvements: Using the rebate to enhance other plan benefits or expand coverage options.
Important Considerations:
- ERISA Compliance: If the rebate qualifies as a plan asset under ERISA, it must be used solely for the benefit of plan participants and beneficiaries.
- Documentation: Maintain proper documentation of how the rebate is used to comply with regulatory requirements.
By understanding the MLR rebate process and carefully considering how to use the funds, employers can maximize the benefits of this unexpected windfall and improve the overall health and well-being of their workforce.
by admin | Sep 4, 2024 | Employee Benefits, Hot Topics, Open Enrollment
Navigating health insurance can feel like planning a vacation. You wouldn’t pack for a beach trip if you’re headed to the mountains, right? Similarly, choosing a health plan requires careful consideration.
Open enrollment is your chance to design a plan tailored to you; it is your yearly opportunity to review and adjust your employee benefits package.
What is Open Enrollment?
Open enrollment is a specific window of time, typically every autumn, when employees can enroll in, change, or drop benefits offered by their employer. These benefits typically include health insurance, dental, vision, life insurance, and medical spending accounts. Outside of this period, changes are usually only allowed under special circumstances. Open enrollment is like a health checkup for your financial well-being, ensuring you have the right coverage to protect yourself and your family.
Why is Open Enrollment Important?
- Life Changes: Major life events like marriage, birth, or adoption can significantly impact your benefit needs.
- Plan Changes: Insurance providers often adjust their plans and rates annually.
- Cost Control: Reviewing your options can help you find ways to save money on premiums and out-of-pocket costs.
- Maximizing Benefits: Ensure you’re taking full advantage of the benefits offered by your employer. You may even discover hidden gems in your plan like discounts or a wellness program within your current plan.
Tips for Open Enrollment Success:
- Understand Open Enrollment Terms
- Review Your Current Coverage: Understand your existing benefits and how you’ve used them throughout the year.
- Estimate Healthcare Costs: Consider factors like doctor visits, prescriptions, and potential major medical expenses.
- Compare Plan Options: Evaluate different plans based on premiums, deductibles, copays, and network size.
- Involve Your Family: Discuss your options with your family to ensure everyone’s needs are met.
- Ask Questions: If you have questions, don’t hesitate to contact your HR department or benefits provider.
- Remember the 4 D’s When Choosing a Plan: Take into account doctors, drugs, diagnostics and deductibles. Be sure your doctors are in-network, your drugs are covered, and key diagnostic tests like blood tests and imaging are accessible and your deductible meets your financial needs.
Open enrollment season is right around the corner! Take the time to prepare now; remember, the decisions you make during open enrollment can have a significant financial impact on you for the following year. So, be sure to read up, think of your options, and select carefully!
by admin | Aug 26, 2024 | Employee Benefits
Today’s workforce is a mix of generations, but you can’t afford to overlook Millennials, the largest generation in the workforce. Known for their flexibility and problem-solving skills, Millennials bring a powerful combination of experience and value to any company.
Millennials, also known as Generation Y, are a driving force in today’s job market. This generation (born between 1981 and 1996) seeks more than just a paycheck. They crave fulfilling work that aligns with their values and makes a positive impact. For Millennials, a job is an extension of themselves, a way to contribute to a better world.
Millennials at Work: It’s All About Purpose and Growth
Millennials aren’t just looking for a job; they’re looking for a mission. They want to be engaged, grow personally, and feel their work aligns with their values. Companies that offer volunteer opportunities related to social or environmental causes will resonate with this generation. Continuous learning and development programs are also key – they keep Millennials feeling challenged, relevant, and satisfied in their careers. This investment in your employees translates to a loyal and engaged workforce, bringing fresh ideas and a passion for making a difference. It’s a win-win!
Millennials Want Work-Life Harmony: Offer Flexibility and Well-being
Millennials crave a work environment that bends with their lives, not the other way around. That means flexible work arrangements like parental leave, adaptable schedules, and remote work options. They want to be able to tailor their work life to their personal needs and passions. But it’s not all about free time. Millennials also prioritize well-being at work. Offering mental health resources is a big plus, showing you care about their overall health and creating a work environment where they can thrive. By catering to these desires, you attract top Millennial talent who are not only happy but also dedicated to their work.
Millennials and Money: Help Them Breathe Easier
Student loans are a heavy burden for many Millennials. That’s why benefits like student loan repayment assistance programs are a major attraction. Financial planning services are also highly valued by this generation facing long-term financial goals. By offering these resources, you show Millennials you understand their practical needs and invest in their financial future. This translates to a more secure and engaged workforce, ready to contribute their talent for years to come.
Millennials: Tech-Powered Wellness and Connection
Millennials thrive in a digital world. They appreciate work tools and online platforms that streamline tasks and foster connections with colleagues. Wellness programs that integrate technology, like fitness trackers and online challenges, keep them motivated and build a sense of community.
But it’s not all digital – Millennials also value comprehensive health benefits, including a variety of insurance options. This reflects their focus on holistic well-being, encompassing physical, mental, and financial health.
Millennials are driven by purpose, growth, and financial security. By understanding these priorities, employers can tailor their benefits package and company culture to attract and retain top Millennial talent. Remember, a competitive salary isn’t enough. Focus on creating a work environment that fosters well-being, professional development, and a sense of belonging. It’s about investing in your employees’ future, not just the company’s.
