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THE
E M P L O Y E E
E X P E R I E N C E
A D V A N T A G E
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THE
E M P L O Y E E
E X P E R I E N C E
A D V A N T A G E
HOW TO WIN THE WAR FOR TALENT BY GIVING
EMPLOYEES THE WORKSPACES THEY WANT,
THE TOOLS THEY NEED, AND A CULTURE
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THEY CAN CELEBRATE
JACOB MORGAN
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ToNaomi,welcometotheworld.Iwilldomybesttocreateas
manyamazingexperiencesforyouasIcan.Tomywife,Blake,
youaremyeverythingandIloveyou!
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Contents
Foreword xiii
Acknowledgments xvii
We All Care about Experience (Introduction) xix
Part I The Evolution of Employee Experience 1
1 Defining Employee Experience 3
Utility 3
Productivity 3
Engagement 5
EmployeeExperience 6
2 Research on Employee Experience 11
(cid:2) ANoteabouttheResearchSponsors 15 (cid:2)
3 Employee Experience Drivers 17
PoorSuccesswithEngagement 18
EngagementMeasuresDownward 18
EngagementHasBecometheNewAnnualReview 20
EngagementTendstoLookattheEffectbutNot
theCause 21
EngagementSurveysAreExhaustinglyLong 22
EngagementActsasanAdrenalineShot 22
TheWarforTalent 26
SkillsGapandTalentShortage 26
ChangingDemographics 27
ChangingFaceofTalentCompetition 28
Psychology(andSociology) 29
BusinessTurbulence 29
Technology 30
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viii CONTENTS
AlternativeWorkArrangementsandtheGigEconomy 32
GrowingFastbutNotDominating 33
TheEffectonEmployeeTenure 35
PeopleAnalytics 38
PeopleAnalyticsinAction 40
TheFutureofPeopleAnalytics 43
Transparency 45
Part II The Reason for Being and the Three Employee
Experience Environments 49
4 Reason for Being 51
StatementsfromLeadingOrganizations 52
TheThreeEmployeeExperienceEnvironments 56
5 The Physical Environment 59
ChoosestoBringinFriendsorVisitors 61
OffersFlexibility 64
(cid:2) Organization’sValuesAreReflected 67 (cid:2)
LeverageMultipleWorkspaceOptions 70
HowOrganizationsScored 74
6 The Technological Environment 77
AvailabilitytoEveryone 78
ConsumerGradeTechnology 82
EmployeeNeedsversusBusinessRequirements 84
HowOrganizationsScored 86
7 The Cultural Environment 89
CompanyIsViewedPositively 90
EveryoneFeelsValued 95
CompensationandBenefits 96
HavingEmployee’sVoicesHeard 97
OrganizationDoesn’tAsk 97
OrganizationAsksbutDoesNothing 98
OrganizationAsksandAcknowledges 98
OrganizationAsks,Acknowledges,andActs 98
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Description:Foreword by Marshall GoldsmithResearch Shows Organizations That Focus on Employee Experience Far Outperform Those That Don't Recently a new type of organization has emerged, one that focuses on employee experiences as a way to drive innovation, increase customer satisfaction, find and hire the best
