MARKETING

What It Is and How to Improve It

Published

1 year ago

January 19, 2022

From the moment someone applies for a job, to the moment they send their resignation letter to leave the company, they’ll experience plenty of connections and moments that determine their employee experience.

Employee experience (EX) is not far from customer experience (CX). Just as a stellar CX drives loyalty and revenue, an excellent EX attracts top employees and increases employee engagement, commitment, and productivity.

Many employers know how important it is to improve the EX to adapt to a post-covid reality and to reduce employee turnover and address employee engagement challenges. But there’s still work to do in employee experience to ensure it becomes a critical part of every business’ strategy.

What is employee experience?

In short, employee experience includes all of the touchpoints people come across when they work for an organization. This includes hiring, onboarding, performance management, and day-to-day interactions.

Improving the EX is a top priority for employers. However, few have developed an EX strategy that tackles all of the challenges of working in a post-pandemic world. An article by the Harvard Business Review points out that 4 million Americans quit their jobs in July 2021 alone, and resignations have been abnormally high for the last several months.

As a result, 92% of companies say they will prioritize EX enhancements over the next three years in an effort to prevent further resignations. This figure is up from 52% before the pandemic.

Why Employee Experience Matters

The employee experience is the bread and butter of business performance. When you focus on creating an environment where employees can thrive before, during, and after their tenure, you’re essentially building a solid brand and improving your product.

EX is made of all the experiences, positive and negative, that people go through while working. These touchpoints influence how people cooperate, how much effort they put out, and whether they want to challenge themselves to succeed at work.

From an organization’s point of view, creating a better EX is a business imperative. One of Deloitte’s studies concluded that organizations with highly engaged workforces reported a three-year revenue growth rate that was 2.3 times greater than the average.

If you can offer an excellent experience for your teams, you’ll have a higher chance of retaining them in the long run. Research from Jacob Morgan suggests that companies that invest in employee experience are 4x more profitable than those that do not.

Milestones Of The Employee Experience

When thinking about the employee experience, picture a continuous circle: attraction, onboarding, engaging and developing, and exiting.

Here’s an overview of employee experience areas based on what a person learns, does, sees, and feels at each stage.

Attraction and Recruitment

The attraction phase of employee experience is crucial because it determines the first impression potential employees have. Things like the job description style (super formal, or more casual?), how long it takes to respond to candidates (or if you do at all!), and how smooth the interview process is all impact the quality of hires.

The candidate recruitment phase is also an opportunity to ensure people become advocates for your organization, even if they do not join your organization. A bad experience in this phase can damage your brand’s reputation.

Onboarding

The onboarding phase is your chance to impress and set your employee up for success long-term. This stage is about getting an employee up-to-speed as soon as possible and about sharing your company’s culture and vision. Of course, onboarding remote employees comes with its own set of challenges, so make sure you’ve prepared.

Engage and Develop

Now that hires know your company’s processes, tools, and systems, great EX creates a space for them to thrive. By fostering an environment where constructive feedback, commitment, and motivation are a part of the day-to-day, you’ll have a higher chance of retaining top talent.

The cost of replacing an individual employee can range from one-half to two times the employee’s annual salary, so you want to avoid people leaving as much as possible. During their tenure at a company, it’s crucial to offer employees the chance to grow with the role. In practice, that means, for example, offering training opportunities so that employees keep on being challenged.

Exit

Even with a great employee experience in place, you have to accept that most employees eventually change companies. They can retire, make a career change, or simply switch employers.

Don’t miss your chance to learn from exiting employees. The fact that they are on the way out typically means they’ll be sincere. It’s a precious opportunity to gather feedback you can then use to improve the retention stage.

How To Improve Your Employee Experience

By mapping the employee experience from start to finish, you can spot the areas that need more attention. You don’t need to focus on them all at once. Instead, prioritize the low-hanging fruit first.

Follow these tips to create a great employee experience:

1. Start with the priorities.

While you might be tempted to start with various projects simultaneously, it’s more efficient to think about which stage you want to focus on. By determining what’s essential for you as a company, you’ll be more efficient at improving the areas that will have the most impact first. For example, a company might focus on improving the onboarding process during hyper-growth. Use employee surveys to uncover possible areas of improvement.

Foster a healthy culture.

Company culture is a significant component for acquiring and retaining top employees. Needless to say, when you foster good company culture, you’ll have happier employees – and this, in turn, leads to more successful businesses.

A culture that attracts high talent can lead to 33% higher revenue. Ensuring a routine of giving and receiving constructive feedback is part of healthy company culture.

Design a great onboarding experience.

A stellar onboarding is crucial to get that new hire up to speed as soon as possible and increase the chance of them staying at the company. Studies have found that up to 20% of all new hires resign within the first 45 days of their role.

Make sure you create an onboarding process that focuses on giving employees the tools they need to work, including access to software, and clarifies the expectations on their first weeks and months. A great way to get people excited about your brand during this phase is to send them employee swag they can use, like hoodies or water bottles.

Invest in employee wellness.

A wellness strategy contributes to making employees happier, which improves your company’s performance. Having happy and healthy employees enhances productivity, lowers healthcare costs, and less turnover. While it can sound expensive, it doesn’t need to be. For example, you can offer wellness benefits such as flexible hours or organize lunchtime yoga sessions.

Offer career development schemes.

Career development is a win-win. A career development plan pays attention to the employee’s specific needs for growth and learning and offers the assistance they need to get there. Offering a training budget can be part of a career development plan.

On the one hand, you’re giving employees the tools they need to get even better at their job. On the other hand, they can learn new skills that make them more competitive in the job market. By offering employees the chance to improve, you demonstrate that you want them to grow personally and professionally.

Improving Employee Engagement With EX

The employee experience encapsulates all of the moments people go through during their work at an organization. Businesses that develop an EX strategy are more successful as it fosters engaged employees. This, in turn, means more revenue.

For your organization to master employee experience management, you need to listen to what employees say during each of those touchpoints of the employee lifecycle, paying particular attention to the areas they consider most important.

Fostering a great culture, developing an onboarding strategy, and listening to what employees on their way out have to say, are all part of a well-rounded EX strategy.

Sure, congratulating people on their birthday alone won’t improve the employee experience. However, this little gesture as part of a broader culture of recognizing the small things can mean a lot for employees.

For example, consider spending time during all-hands meetings to announce work anniversaries and promotions. Then, every person involved has the chance to speak to the entire company. This accessible approach sends a powerful message: everyone in the company matters. What better experience is there?

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MARKETING

The ROI of Digital Accessibility

Published

4 hours ago

March 23, 2023

Entireweb News Bot

The author’s views are entirely his or her own (excluding the unlikely event of hypnosis) and may not always reflect the views of Moz.

In a recent AudioEye survey of 500 business leaders and web professionals, 70% said that “cost” was their main concern when it came to digital accessibility. Many of the respondents also thought they would have to rebuild their website from the ground up in order to deliver an accessible browsing experience.

This perception of digital accessibility as a cost center without an easy remedy is one of the reasons that just 3% of the internet is accessible to people with disabilities, despite the 1.3 billion people globally who live with a disability.

In this post, I discuss three benefits of digital accessibility — and hopefully, make a case for why inclusion isn’t just the right thing to do, but a huge business opportunity.

Three reasons to prioritize digital accessibility

Many business leaders are aware of the risk of non-compliance with the Americans with Disabilities Act (ADA) and other accessibility legislation. Over the last few years, there has been a record number of digital accessibility lawsuits. More companies are receiving demand letters or being taken to court over alleged violations under the ADA. And when that happens, other business leaders pay attention.

What business leaders don’t always consider is the opportunity that digital accessibility represents, whether it’s reaching more potential customers, building a more inclusive organization, or improving the browsing experience for all users — not to mention search engines and voice assistants.

1. Digital accessibility is not an edge case

Illustration of two piles of monetary bills. On the left, $1.9 trillion the income of people with disabilities. On the right, over $10 trillion the combined income of their friends and family.

One of the biggest misconceptions about digital accessibility is that it’s some sort of edge case. In fact, people with disabilities are the largest minority in the United States.

In the United States, one in four adults lives with some type of disability. That number goes even higher when you include temporary disabilities, like broken limbs or short-term impairments following surgery or medical treatments.

According to the Global Economics of Disability 2020 report, people with disabilities control $1.9 trillion in disposable income, globally. That number reaches over $10 trillion when their friends and family are included.

By designing for accessibility, you can make your website and digital experiences work better for everyone.

2. Accessible design is good for everyone

At its core, digital accessibility is all about eliminating barriers that can prevent people from browsing your website.

By following the best practices of accessible design, you can help ensure that everyone can interact with your digital content — regardless of age, disability, or any other factor.

For example, the World Wide Web Consortium’s (W3C) Supplemental Guidance to WCAG 2 includes best practices for clear and understandable content, such as:

Avoiding double negatives, such as “Time is not unlimited.”
Using short sentences with one point per sentence.
Putting the key takeaway or objective at the start of a paragraph.
When possible, using bulleted or numbered lists.

The goal of these recommendations is to remove confusion for people with dyslexia and other learning disabilities. But it could just as easily be a general writing best practice.

Every user can benefit from simple, direct language that removes friction and gives them a clear next step. It’s the foundation of any conversion-optimized website — and it just happens to overlap with the best practices of accessible design.

3. Digital accessibility supports discoverability

There’s also a clear overlap between accessibility and discoverability. For example, sites with clear, descriptive headings — the same kinds of headings that make navigation and comprehension easier for people with disabilities — are also easier for search engines like Google to crawl.

Because of this, there’s strong evidence that Google rewards accessibility when ranking websites. In fact, its Webmaster Guidelines — which outline the best practices that help Google to find, index, and rank your site — read like accessibility guidelines — and often correlate directly with WCAG.

Accessible websites are also beneficial to users who access websites with voice search. According to the Google Mobile Voice Study, 41% of US adults and 55% of teens use voice search daily. Businesses with websites that are optimized for voice search, have a better chance of being discovered and used by potential customers.

Making the business case for digital accessibility

Illustration of monetary bills in front of a web page.

The first goal of any digital accessibility initiative should be to deliver an inclusive experience to everyone who visits your website. Not only is it the right thing to do, but it can help you reach a market that’s traditionally been underserved.

However, it’s important to note the other benefit of building an accessible website: greater conformance with accessibility standards like the Web Content Accessibility Guidelines (WCAG), which are used to assess a site’s compliance with the ADA.

Based on recent guidance from the Department of Justice, it’s clear that businesses of all sizes are expected to meet accessibility standards like WCAG in order to comply with the ADA.

When you calculate the ROI of digital accessibility, you should factor in that the cost of defending a digital accessibility lawsuit — or even settling a demand letter — can often surpass the cost of making your website accessible.

By taking a more proactive approach to digital accessibility, you can comply with the law while also turning a requirement into an opportunity to grow your business and deliver an inclusive experience to every customer.

As you invest in digital accessibility, it’s worth measuring your progress over time. To get started, you can use a free accessibility checker to assess your website’s accessibility — and then see how it improves as you implement accessibility best practices.

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MARKETING

How to Edit a PDF [Easy Guide]

Published

11 hours ago

March 22, 2023

Entireweb News Bot

If you regularly send PDF files over the internet, knowing how to edit PDF files quickly will make your life a lot easier.

PDF, short for portable document format, is a type of digital file that allows you to send content that is readable by other users regardless of what software they use to view the file. And in order for PDFs to adapt to various viewing platforms, the file’s text and images can’t easily be modified once packaged into a PDF.

But it’s not impossible.

(more…)

MARKETING

3 recession-defeating marketing strategies

Published

18 hours ago

March 22, 2023

Entireweb News Bot

3 recession-defeating marketing strategies

At least thrice a week, somebody asks me if our agency business has declined because of economic uncertainty. My answer: No. Enterprise companies have not slowed down or pulled back. If anything, they are accelerating.

Consider this: 17% of companies are planning RFPs this year, according to the 2023 State of the ESP RFP. You might not think that sounds like a large number, but it is if you scale that number to industries. So, that doesn’t sound like a pullback to me.

Among the clients for whom we manage RFPs, we see more requests for technology platforms that help marketers execute and innovate faster. They ask, “What can I do to insulate myself from the coming economic apocalypse if it happens by being innovative and agile?”

Below are smart decisions to improve your business, whether the economy goes sour or not.

1. Rethink that RFP

Before you replace or add technology, ask yourself whether you maxed out your current functionality. Whenever anybody asks me to start an RFP, my first question is, “Are you using everything the platform gives you right now?”

Dig deeper: Economic uncertainty means marketers will re-evaluate ad buys more frequently in 2023

A rule of thumb holds that marketers use only about 20% to 30% of what a tech platform offers. Maybe they didn’t have time to learn how to use the really cool stuff. Or the vendor didn’t offer training. Or they couldn’t get the platform to integrate with external data sources. Sometimes it doesn’t matter how innovative the platform is. It has so many other deficits that you still need to switch.

Today’s vendor marketplace makes the RFP process much more challenging if you don’t have someone to do the work. Look at what you’re paying for now but not using before beginning the time-consuming and potentially disruptive process of finding something new.

2. Develop a plan to shift your marketing priorities

Remember when, at the height of COVID, email saved ecommerce? That’s not an exaggeration. Many companies rediscovered how well email drives sales and revenue and builds customer relationships, especially during a crisis.

Your CEO might remember that. If the CEO asks how the company could change its marketing approach, what would you say?

If your email program became your company’s hero this past few years, it’s even more likely that your CEO will seek your input now. But even if it just kept on keepin’ on, you should still have a plan for the next few months that lays out your options and how you could use them for marketing against a downturn.

What to put in your plan

It shouldn’t begin and end with “Send more email.” If your customers don’t have the money to buy more often or to fill larger carts, sending more offers won’t move the revenue needle.

Look at your targeting. Consider your segmentation program. Review your price structure on promotions. What should it look like to stimulate more sales?

Dig deeper: 5 tips to get more value from your tech stack

Identify segments that can be more lucrative to target, such as regular buyers, people who buy at full price instead of waiting for sales and shoppers who send you clear purchase or upgrade intent signals.

Look for propensity to purchase. Consider developing a next-logical-purchase plan that moves beyond cross-selling or upselling.

If your CEO asks for your advice, that’s as much of a blue-sky question as you’ll ever get. So be ready to jump. Don’t stop to think about the process. Be able to respond quickly with a plan.

It could go like this: “We need to structure campaigns around our best customers’ propensity to buy in these lines. Here’s what those email campaigns would look like.”

Develop your plan now, and have it ready to go when the CEO or another high-ranking executive comes calling. But even if that call never comes, if the recession doesn’t happen, or if your customers keep buying, why not execute your plan anyway instead of doing business as usual? This is an excellent opportunity to think strategically without getting bogged down or distracted by tactics.

If you’re unsure where to start, begin with an email audit. This can help you find gaps and other weaknesses in your messaging strategy. (Get background information and details in this earlier MarTech column: 10 questions to ask when auditing your email program.)

3. Educate yourself and reach out to your community

Think about all the advice — in columns like this on MarTech, during webinars, in white papers and guides — that poured out as the business world shifted gears during the pandemic. Expect the same if the economy stutters.

Besides these thought leadership sources, you can call on your email communities for advice and ideas. These communities thrive because the members feed off each other for support and advice.

Watch the news every day. Raise your sights and educate yourself about what’s happening in the broader economy beyond your vertical. Maybe you weren’t directly affected by the mass layoffs that have rolled through the tech industry, but the repercussions could affect your company or industry.

Spend at least an hour a week reading up on everything that’s happening in email, social media and mobile marketing, in privacy legislation and customer expectations. Add to this cauldron of content news about changes in consumer behavior, the unemployment rate and the economic impact they could have.

Be informed so that when your CEO asks for your advice, you can report what’s happening in your immediate market. CEOs can call on higher-level business forecasts, but you will be the expert on your market conditions.

Wrapping up

Use these suggestions to jumpstart your own thinking. If you want to tap into the added functionalities a new vendor can provide so you can increase your business, then go for it. Suppose implementing propensity is the right strategy to improve your marketing results; get it done.

The one thing that marks a potential recession is what we saw during COVID: fast-reaction pivots that scale to a new market condition. A recession doesn’t have to be scary. But now is not the time to rely on the adage that email is recession-proof.

Keep your eye on the future. Think back to November 2019. How would you have prepared if you had known that the world would shut down three months later? You have that time now. What’s your plan?

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Opinions expressed in this article are those of the guest author and not necessarily MarTech. Staff authors are listed here.

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