Category Archives: Culture

Employee Experience as the New Competitive Edge

Almost everyone today is familiar with the term “customer experience.” According to Gartner, a leading research and advisory company, 80 percent of businesses compete on the basis of customer experience.   But new research shows that customer experience alone is not enough. Progressive companies are now focusing on “employee experience” as the newest competitive edge.

So, what is “employee experience?”  It is the sum of everything an employee experiences throughout his or her connection to that organization – from recruiting to the end of their employment.  It is not perks, parties, employment branding or employee engagement. Mark Levy, former head of Airbnb, defines it as “anything that sets employees up for success and improves our culture.”   Those companies investing heavily in employee experience often find themselves on the Best Places to Work lists and also have improved profitability as well as two times the average revenue.  With social media commentary available to all, prospective employees review comments made about employee experiences in selecting which companies they wish to apply to.

So, in looking for a new competitive edge for your company, ask yourself how you can enhance and elevate the employee experience in your company.  What processes and practices are in place that set employees up for success and ensure an improved culture? It’s worth the time to ask.

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Learning Dynamics offers training, organization development and coaching services that can help your organization grow and excel. Contact us today, call 203.265.7499 or email jdemaio@learningdynamics.com.

Learning & Development is More than a Class

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When our Consultants at Learning Dynamics meet with clients to discuss training initiatives, we always start by asking what the client wants to accomplish. Combined with a thorough understanding of the current conditions within the client’s company, sometimes down to the individual employee, we make recommendations that go beyond training alone. Here is the story of one client engagement that called for much more than instructor-led training.

Our client was a small specialty healthcare organization, and it saw some need to improve performance in its patient contact center. The department was made up of contact center agents and a supervisor tasked with training them, monitoring performance, coaching, and delivering on revenue objectives. Senior management’s opinion was that their people could be doing more.

Learning Dynamics engaged in a detailed review of the workflow, the talent, and obstacles to success. By bringing in a Consultant with contact center management as well as learning and development experience, we were able to identify several opportunities to help. Our proposed solution included instructor-led patient service training, follow-up written training materials (Learning Dynamics Skills Sharpeners), and performance coaching for the supervisor. Significantly, our solution also included developing a call monitoring and evaluation tool so the supervisor had a standard process and criteria to evaluate performance.

The process of creating the call monitoring tool was itself revealing. Our Consultant sat with the supervisor, listened to recorded calls, and identified immediately some opportunities for improvement. One issue – extended and unnecessary hold times – was addressed immediately. The tool continues to be used for agent coaching and has helped produce great results.

This engagement also allowed us to demonstrate flexibility to respond to the client’s needs. Toward the end of the coaching period, a senior manager identified agents’ time management and prioritization skills as needing further development. Knowing that pulling all agents off the phones for a long class was not practical, we created a 45-minute webinar, delivered before the contact center opened for the day, that delivered the essentials of what the agents needed. The feedback has been terrific.

This story is just one example of our ability and willingness to collaborate with our clients to customize a solution that meets your organization’s unique needs. Connect with us today to start the conversation about Investing in People™.

Call 203.265.7499 or email jdemaio@learningdynamics.com

Servant Leadership

Now Can Be the Time for Servant Leadership
by Vice President Bill Florin

You want to do the right thing for your people, being there as a resource to help them do their best work. You want your team to be open, honest and engaged. Maybe you are trying to figure out how to lead Millennials and the next cohort of people hitting the job market, Generation Z. If any or all of these ideas resonate with you, it might be worth looking at Servant Leadership and what it can offer your organization.

Servant Leadership (SL) is a concept made popular by Robert K. Greenleaf. He realized, during his 38-year career at AT&T, that it is as important for the organization to serve people as it is for people to serve the organization. This was a revolutionary concept when he published his essay detailing the model in 1970. Since then, SL has grown in popularity. Learning Dynamics has been doing more work in this area as organizations seek ways to create inclusive, inspiring and engaging environments as a platform to growth.

Surveys have shown that the youngest generations of people in the workplace value authenticity, honest feedback, and an opportunity to be heard, respected and contribute. The leader who practices SL concepts makes this a part of her everyday work experience. More than a dictatorial, order-issuing boss, the SL manager works as a coach, creating a culture in which people can experiment, explore new ways of doing things, make mistakes, and innovate. Ultimately, work becomes a place where people feel supported and valued, a place where people can and want to do their best work.

One of our Connecticut-based Learning Dynamics clients recently engaged us to facilitate a workshop to review that organization’s SL journey since its official launch as a component of its operating platform more than a year ago. During this session, which hosted nearly 30 people, the entire management team engaged in discussion of their SL experiences. This conversation included the company president. The mood was relaxed; you would not know the president was the top person if we did not do introductions.

While there was much discussed during the three hours, one message was clear: The company is going through a transformation, becoming a place where trust, respect in every direction on the organizational chart, and open communication are reality, not some wish for the future.

Importantly, accountability is a critical part of the formula. The same culture that fosters collaboration also demands honesty and a coaching approach when an individual is falling behind. The leaders view open, honest, timely feedback as a vital component of their core roles. Servant Leadership is not soft.

It is true that changing culture is hard work. It can be a years-long journey. But for organizations that embrace the idea and align everyone it, from the part-time individual contributor to the CEO, Servant Leadership can be an energizing shift that boosts the company to new high-water marks for performance.

Learning Dynamics offers training, organization development and coaching services that can help your organization grow and excel. Contact us today to discover if Servant Leadership could be appropriate for your company.

Sprint or Marathon?

Have you read the New York Times piece on the tough work environment at Amazon? There has been a huge amount of coverage about the article itself and the responses by CEO Jeff Bezos and his lieutenants. Stress, tears, and very long work hours – along with hefty compensation for top performers – are all part of that company’s culture, and it can be argued that it has worked for them.

The bigger questions raised by this discussion are important. What is the culture you want in your organization? What must your organization do to compete and thrive? What do you and your top leaders want the company to be known for?

While the Amazon story gives a clear description of a tough, combative work environment – some might label it a cold meritocracy – it also is one that gets results. If you are competing against Amazon – and that includes most every organization that sells and ships anything – its intense focus on taking market share is one that should cause concern. Your customers are likely buying from them sometimes. What can you do? Do you need to transform your organization by adopting the Amazon culture, or can you get results some other way?

The short answer is this: You can get results however you would like, but your team needs to understand expectations. This starts with the hiring and selection process, through onboarding, and during the employee’s entire stay with your company.

Is your company one that encourages long tenure and values loyalty? Will it settle for 90% effectiveness rather than demanding – often demonstrated with midnight emails and text messages – 110% over months? Do you see your organization made up of a team of people running a metaphorical marathon? If so, then create and nurture a performance management and rewards systems that is consistent with that desired culture.

Is yours an organization that runs at a flat-out sprint? Does it bring in people for a relatively short time, work them hard, and reward them well, fully prepared for short tenure and a constantly active hiring team? Then be sure all of the elements – selection, training, compensation, executive messages, and exit protocols – are consistent with that paradigm.

In the end, there are not necessarily any right or wrong ways to run your business. If everyone is honest, ethical, and in compliance with the law, it is your choice as a leader as to which way lead. Just be clear and consistent, ensuring  all know what to expect. Anything less is dishonest and a path to trouble.

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Learning Dynamics can help your organization inspire great performance from its people. Visit us today to learn about our leadership programs that allow you to invest in people who will give you great results. Contact us today for more information.