Word-of-mouth is important, and nobody knows that better than a company that trades in delivering one-of-a-kind experiences for clients. It may not be surprising to learn an entertainment company continuously monitors its Customer Pulse Survey scores, but it may raise a few eyebrows to learn that the Employee Pulse Survey score is taken just as seriously.
When this company was developed, it was management’s desire to build a world class organization, and to do so, they needed to attract and retain the best-of-the-best in their niche field. So they deployed an ongoing survey to continuously monitor employee engagement that assessed the following, “How likely is it you would recommend [this company] as a place to work?” Since this survey utilized the same methodology as their Customer Pulse Survey, it made the results accessible to all, meaning everybody in the organization readily understood the methodology and ‘got’ the rationale for the survey.
Over the course of a year, they worked steadily to improve their scores to reach “strength” targets, which are benchmarked scores above the 75th percentile. The impact was immediate and obvious. Instead of waiting to have developmental conversations during performance appraisals, the conversations were continuous and ongoing. Individual growth was prioritized, and employees felt challenged in a positive way. Employees realized change was possible, and their new-found energy and enthusiasm were positively contagious – clients weren’t simply happy, they were delighted. The positive word-of-mouth generated by these delighted customers helped fuel the company’s growth, and ultimately the company has expanded by 40% in the last four years.
While turnover remains low, the company’s reputation as an employer means they are inundated with resumes when a position is available – meaning that selecting the best of the best is always an option. The evidence is overwhelming: employers who care enough to deploy an Employee Pulse Survey will attract employees who care about delivering extraordinary customer experiences. It’s a win-win for everyone!