Organizations with a customer-oriented culture that know exactly how to charge their employees' batteries have a big head start. They know how to attract and retain talent, motivate employees, which increases productivity and reduces sick leave. Various studies on the effect of positive psychology show this. You can read how you can increase employee engagement based on positive psychology in this blog.

Focus on intrinsic motivation and healthy corporate culture

Self-confidence and self-esteem play an increasingly important role in work ethics. That is what gives employees energy and which keeps them loyal to companies that facilitate it. They want to contribute to a "higher goal" and not just work to earn a living. Books such as 'Flow' by Mihaly Csikszentmihalyi and 'Drive' by Daniel Pink are based on studies on positive psychology and discuss their influence on the work ethics of your employees and the organizational culture. They argue that intrinsic motivation and a healthy corporate culture are the biggest factors to get into the "flow" and give your employees a "drive", which increases employee engagement in your organization.

Definition of ‘Flow’ according to Mihaly Csikszentmihalyi: “A state in which people are so involved in an activity that nothing else seems to matter; the experience is so enjoyable that people will continue to do it even at great cost, for the sheer sake of doing it.”

The real motives of employees

Many organizations try to increase employee engagement with secondary conditions such as a good salary, pension and bonuses. However, these external factors do not necessarily have a positive influence on the state of mind of employees in the longer term. Pink concludes that employees who perform a simple task that only requires mechanical skills are more productive if they receive a higher reward. But as soon as it concerns a creative process or work in which your cognition is addressed, so in which consideration & thought has to be given, higher rewards appear to have a negative impact. People no longer focus on the creative process or thinking, but only on the reward. Why something is interesting, why we like doing it or why we want to become better at it, then appears to be the biggest drive and have much more impact than a reward.

"However, it appears that people are not that apathetic by nature. On the contrary, we are strongly inclined to make an effort for a good cause. " Source: Brout.nl/drive-daniel-pink/

View employee engagement in a broader context

It has been proven that human contact is the biggest factor for the success of organizations. No matter how simple the online ordering process is, if the person delivering the package is rude to the customer, this will ruin the customer's experience. This does not only apply to employees who have direct contact with customers. The employees behind the scenes also influence the process and therefore the customer experience. The involvement of employees therefore has a major impact on the customer experience. It is therefore important that employee involvement, or 'Voice of Employee' is placed in a broader context. 'Experience Management' provides a holistic view of employee engagement, your organization and customer focus from 3 pillars:

  • Motivate and inspire your employees (Voice of Employee)
  • Listen to your customers and continuously implement targeted improvements in all organizational levels (Voice of Customer)
  • Ensure that your basics are in order and improve your business operations through hard KPIs and quality management (Voice of Business) 

CYS-infographic-experience-management

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