4 - Experience in the Organization

Question 1

Internal/employee experience has become a hot topic

Answer 1

• rise of the service organization
• co-creation of products and services with customers
• fewer boundaries between internal and external
• rise of social media and customer networks
• purpose as a management mandate

Question 2

purpose

Answer 2

the internal driver of the organization. why it exists, and what it wants to accomplish

Question 3

brand

Answer 3

the perceptions of the organization from all its outside (and internal) stakeholders, combined with the organization’s strategies to accomplish its purpose

Question 4

experience

Answer 4

interactions between the products, services, and people of the company and all its stakeholders

Question 5

purpose question

Answer 5

• my work has special meaning: this is not just a job
• when i look at what we accomplish, i feel a sense of pride
• i feel good about the ways we contribute to the community
• i’m proud to tell others i work here

Question 6

purpose-clarity …. leadership commitment

Answer 6

• management knows where we are going

- …

Question 7

initiatives - values - norms

the internal experience framework

Answer 7

purpose - brand - experience

Question 8

Ritz-Carlton

Answer 8

We are ladies and gentlemen serving ladies and gentlemen

Question 9

role of senior management

Answer 9

• communicate the role of experience in organizational purpose, its connection to key performance goals, and assign an experience lead
• communicate that everyone has a role to play in delivering a great experience and commit to obtaining and acting on employee input
• set up process, reporting structure, and metrics to make sure the experience initiative is successful

Question 10

who ‘owns’ experience in the organization?

Answer 10

needs accountability

Question 11

examples of an experience reporting structure

Answer 11

senior leadership -> experience lead , experience committee (divisions)
product experience, service, volunteer, communications, employee experience

Question 12

planning for employees to live the experience

Answer 12

leadership - match divisions to key experience goals
division - identify employee targets
individual - involve employees in defining their role
across organization - spread throughout teams and individuals and adapt and iterate as needed
leadership - design incentives

Question 13

key employee experience issues

Answer 13

do employees believe in the purpose and brand?
are they proud of promoting the organization?
is employee behaviour aligned with the actions?
are employees incentivized to engage in appropriate actions
is employee behavior rewarded and celebrated?

Question 14

workplace design and experience

Answer 14

overall office layout - architecture, space, atmosphere
design components for physical and digital platforms - color, noise control, light, air quality, ergonomics, accessibility
behavioral factors - stimulation, crowding, collaboration, privacy

how do these design factors affect the experience of the brand?

Question 15

experience of being an employee

Answer 15

how do you manage the work-life balance?

do you feel a sense of belong?

Question 16

Corporate Social Responsibility (CSR)

Answer 16

it goes beyond philanthropy and compliance and addresses how companies manage their economic, social, and environmental impacts, as well as their relationships ….

Question 17

types of crises

Answer 17

member initiated
corporate scandal
cultural insensitivity

Question 18

dealing with a brand crises

Answer 18

• be sensitive and be prepared organizationally
• ## react fast