McKinsey & Company’s Post

Return on Talent = Return on Investment(s) ‘on human resources’. My thoughts 🤔🤔

When everybody is concerned about customer experience, employee experience comes to be equally important. Managing a positive and professional work culture where people are satisfied, engaged, and appreciated is a challenging matter. What goes for sure, satisfied employees will serve satisfied customers. An interesting report by McKinsey & Company

In today's competitive market, employee expectations are higher than ever. Learn about the top 5 ways data can help you create personalised and impactful employee experiences, driving both engagement and profit. https://bit.ly/3VM8OeZ

In today's competitive market, employee expectations are higher than ever. Learn about the top 5 ways data can help you create personalised and impactful employee experiences, driving both engagement and profit. https://bit.ly/3VM8OeZ

Employee expectations are the benchmark for the employee experience, and a significant gap between the two could lead to a lack of trust, high attrition, low engagement, and low productivity. The question you need to ask is: "Am I meeting my employee's expectations?" If there is any doubt, then you need to join UKG on Feb 20th to learn about the TRIPLE "E" gap analysis. This easy-to-use, research-based online tool will enable organizations to self-assess in just 5 minutes to learn how you need to make changes to better attract and retain top talent. #employeeengagement https://okt.to/38iNUy

A modern spin on Bob Mager's classic "Analyzing Performance Problems" and human performance technology (HPT) consulting which has been an underpinning philosophy for me since grad school: "if you held a gun to their head (figuratively) could they do it (skills/knowledge), would they do it (motivation), is there something getting in their way (tools/environment)?" IYKYK! This latest analysis from McKinsey shows just how much these root causes still matter. "If left to fester, these root causes can reduce the output an organization gets from its workforce and can lead to broader problems that manifest as two core talent “symptoms”: costly attrition and vacancy rates. Combined, these five factors could cost a median-size S&P 500 company roughly $480 million a year in lost productivity."

This article really sums up well how to think about productivity - and how we as leaders should be thinking about our organizations and setting our people up to succeed. Skill, will, time. Here is my take what questions you should be considering.. The skill gap - dont look for the holes in the cheese in your people. It’s not fair and does not get them to perform. Focus on what is needed to succeed and then have honest dialogues with your people about that. You can have an honest, respectful conversation and agree upon how you get there. Maybe you can build the skills? Maybe you need to buy the skills and your employee will thrive better in something else? Maybe you just need a skill enablement through the right support setup? The will gap - this again calls for honest, respectful dialogues! Be curious about what you see and ask what drives the individual.. What gets them up in the morning? Maybe they need help in solving relationships? Maybe they need reframing of their responsibilities to find meaning? Maybe they are in the wrong job or in the wrong context? But be respectful that people dont go to work with low will because they are lazy - usually there is something to uncover through open and honest dialogues The time gap - this is where you need to act. If you have people suffering with the time gap - i.e spending time on the wrong things, it reflects back on your leadership. Are priorities clear? Are roles clear? Look at the system you have created. How do people work together? How do people solve problems? How do people make decisions? My advice here is always look at the system before you look at the person - most peoole want to spend time on what matters.

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We cannot think about Customer Experience and not consider the hundreds of thousand of frontline Customer Service employees, who have seen the reality of their jobs change completely during and after the COVID-19 pandemic. Remote jobs in Customer Service, which used to be an exception became the new normal and that's a change here to stay. This article from McKinsey & Company presents some valid recommendations to improve employee productivity, but it doesn't drill deep into the demographics of remote versus in-the-office jobs, a timely and needed discussion. Among the recommendations, they list the following and I invite us to reflect on how an Organization needs to adjust them for a fully remote Customer Service workforce: - Create a hiring engine to compete for talent - Focus learning and development programs in the highest return journeys What are your thoughts? Simone Silva, MS, MBA #customerexperience #consumerservices #workfromhome

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